ANALISA KEPUASAN NASABAH TERHADAP LAYANAN CUSTOMER SERVICE BANK BUMN

Hilal Ubaidilah Nur, . (2022) ANALISA KEPUASAN NASABAH TERHADAP LAYANAN CUSTOMER SERVICE BANK BUMN. Tugas Akhir thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

In the banking industry, customer service service the Bank BUMN provides (service excellence) customers to achieve customer satisfaction and loyalty. In its application, there are principles in the form of company standards to achieve service excellence success by this customer service. So the author is interested in researching the application of the principle of service excellence by customer service at the Bank BUMN. This research was conducted to determine the extent to which the implementation of service excellence by customer service at the Bank BUMN. In collecting data, the author uses a questionnaire method. Based on the results of the study, it can be concluded that the Bank BUMN customer service has been able to apply the principle of service excellence and the basic principles of excellent service which include Attitude, Attention, Action, Anticipation. Bank BUMN customer service can also handle obstacles in the application of the principle of service excellence so that customers feel satisfied and the services provided are optimal.

Item Type: Thesis (Tugas Akhir)
Additional Information: [No Panggil : 1910101040] [Pembimbing : Siwi Nugraheni] [Ketua Penguji : Kery Utami] [Penguji 1 : Wahyudi]
Uncontrolled Keywords: In the banking industry, customer service service the Bank BUMN provides (service excellence) customers to achieve customer satisfaction and loyalty. In its application, there are principles in the form of company standards to achieve service excellence success by this customer service. So the author is interested in researching the application of the principle of service excellence by customer service at the Bank BUMN. This research was conducted to determine the extent to which the implementation of service excellence by customer service at the Bank BUMN. In collecting data, the author uses a questionnaire method. Based on the results of the study, it can be concluded that the Bank BUMN customer service has been able to apply the principle of service excellence and the basic principles of excellent service which include Attitude, Attention, Action, Anticipation. Bank BUMN customer service can also handle obstacles in the application of the principle of service excellence so that customers feel satisfied and the services provided are optimal.
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HC Economic History and Conditions
Divisions: Fakultas Ekonomi dan Bisnis > Program Studi Perbankan dan Keuangan (DIII)
Depositing User: Hilal Ubaidilah Nur
Date Deposited: 22 Aug 2022 04:09
Last Modified: 22 Aug 2022 04:09
URI: http://repository.upnvj.ac.id/id/eprint/19035

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