Dwiasih Hikmah Khufika, . (2026) ANALISIS KUALITAS PELAYANAN FRONTLINER TERHADAP MINAT MEMBUKA TABUNGAN HAJI PADA NASABAH BANK SYARIAH INDONESIA. Tugas Akhir thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
This final project report aims to analyze the impact of frontliner service quality on customers’ interest in opening Hajj savings accounts at BSI and to determine the role of frontliners in increasing customers’ interest in Hajj savings accounts. This study employs a descriptive quantitative method, using a questionnaire as the data collection technique, which was distributed to 50 customers of Bank Syariah Indonesia who do not yet have a Hajj savings account. Data were analyzed using a Likert scale and the SERVQUAL framework, which includes the following dimensions: tangibles (physical evidence), responsiveness, reliability, assurance, and empathy. Additionally, four indicators of interest were used: transactional interest, referential interest, preferential interest, and exploratory interest. The findings indicate that the majority of respondents rated the service provided by Bank Syariah Indonesia (BSI) frontline staff as good. Although the quality of frontline staff is already good, some customers still do not fully feel that the frontline staff truly understand their needs regarding Hajj savings accounts. Based on these results, the author recommends developing the capacity and competencies of frontline staff through training programs and performance evaluations to provide the best possible service to customers.
| Item Type: | Thesis (Tugas Akhir) |
|---|---|
| Additional Information: | [No.Panggil: 2310101059] [Pembimbing: Jenji Gunaedi Argo] [Penguji 1: Kery Utami] [Penguji 2: Ratna Arista Dewi} |
| Uncontrolled Keywords: | Bank Syariah Indonesia, Customer Interests, Frontliner Staff, Hajj Savings, Service Quality |
| Subjects: | H Social Sciences > HG Finance H Social Sciences > HJ Public Finance L Education > L Education (General) |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Perbankan dan Keuangan (DIII) Fakultas Ekonomi dan Bisnis > Program Studi Perbankan dan Keuangan (DIII) |
| Depositing User: | DWIASIH HIKMAH KHUFIKA |
| Date Deposited: | 27 Aug 2026 03:39 |
| Last Modified: | 27 Aug 2026 03:39 |
| URI: | http://repository.upnvj.ac.id/id/eprint/52414 |
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