Hasanah, Uswatul (2018) Peranan Teller Dalam Upaya Meningkatkan Mutu Pelayanan Nasabah Pada Bank Jatim Kantor Cabang Sumenep. Diploma thesis, STIE Perbanas Surabaya.
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Abstract
Banking is a service industry that is dominant in supporting economic development program. Many banks want to always be considered good by the customer because the customer will be a loyal customer of the product or service offered So the bank must determine the policy to provide better service and quality of service. In today's competition, customer satisfaction is the main thing, by improving the quality of service system quality, the bank is required to use professional human resources, because the service system has an important role to achieve success. Therefore the bank strives to provide the best for customers in the form of services. especially in the front office that plays an important role in increasing the banking services that is as a Teller. For that a Teller must have the basics of solid service such as service etiquette, dexterity in the process of playing, and other basics To know the roles, efforts, and tasks of a Teller to improve the quality of service. And find out what obstacles Teller experienced in improving the quality of service. The type of method used in this final project is the method of observation and interview method The results showed that Teller plays an important role in improving the quality of customer service because Teller becomes an intermediary between customers who will transact with the bank. While the implications of efforts to improve the quality of the pelakukanan done by Teller very influential on the level of customer satisfaction and loyalty and image of Bank Jatim Sumenep Branch Office. KEY WORDS: Service Quality, Teller, customer
| Item Type: | Thesis (Diploma) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT |
| Divisions: | Finance and Banking Diploma > Practice Working Report |
| Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
| Date Deposited: | 25 Jan 2019 04:32 |
| Last Modified: | 10 Jun 2019 08:25 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/4142 |
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