ANALISIS PENGUKURAN SDM SERVICE QUALITY FRONTLINER DENGAN METODE PERFORMANCE MEASUREMENT SYSTEM (PMS) PADA BANK DKI DI JAKARTA

Rini Aprianti, . (2019) ANALISIS PENGUKURAN SDM SERVICE QUALITY FRONTLINER DENGAN METODE PERFORMANCE MEASUREMENT SYSTEM (PMS) PADA BANK DKI DI JAKARTA. Tesis thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

Service Excellent” provided by the Bank to its customer or the candidates should fulfil the criteria of superiority against other competitors. Currently, “Service Quality” becomes the key factor in driving the initiatives smartly toward competition. This is to raise the brand image on customers, leading to reach competitive advantage. Service Excellency that embarks by business provider efforts to give her best services and cares to customers will lead to customer satisfaction and trust on the quality and performance of the provider. This is the standard norms that has been accepted and expected by the community. This study focused on the effort to survey how the behaviour of service excellency in Bank DKI should be shaped to improve its under-performed quality. Balance score card was selected as the instrument of assessment and some findings has been concluded and recommended

Item Type:	Thesis (Tesis)
Additional Information:	[No Panggil :1510921030] [Pembimbing I : Prasetyo Hadi] [Pembimbing II : Ni Putu Eka W] [Penguji : Jafar basri]
Uncontrolled Keywords:	Service Quality, Service Excellent, PMS (Performance Measurement System
Subjects:	H Social Sciences > HB Economic Theory H Social Sciences > HC Economic History and Conditions
Divisions:	Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S2)
Depositing User:	Deny Wahyudin
Date Deposited:	31 Jan 2022 07:01
Last Modified:	31 Jan 2022 07:01
URI:	http://repository.upnvj.ac.id/id/eprint/16108

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