Peranan Customer Service Dalam Menangani Komplain Kartu ATM Nasabah Pada Bank Jatim Kantor Cabang Sumenep

Islami, Nouvalia Putri (2018) Peranan Customer Service Dalam Menangani Komplain Kartu ATM Nasabah Pada Bank Jatim Kantor Cabang Sumenep. Diploma thesis, STIE Perbanas Surabaya.

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Abstract

In the development of the banking world required services that really can provide excellent service, This could mean that every banking institution needs to create excellent service, the role of Customer Service here can be referred to as a very important front-line unit of the Bank, that is, as the initial process implementer of Bank activities that deal directly with customers. In the implementation of bank operations, there is often a failure in service. Service failure may cause a complaint from the customer. Complaints can occur due to customer dissatisfaction, Customer who complains, must be handled and responded well and appropriately. If the handling of the complaint is handled properly then the good name and corporate image will be maintained. In addition, it can also increase customer loyalty to the Bank. Types of research methods used in this Final Project is the research method of library research and field research. The data obtained in this study form of primary and secondary data. The data collection techniques are through interviews, observations, and documentation of the description and explanation in accordance with the problems studied. The results show that Customer Service plays a key role in managing complaints from customers because of intermediary Customer Service between customers who file claims with those who will solve the problem. While the implications of complaints management conducted by Customer Service is very influential on the level of customer satisfaction and loyalty as well as image of Sumenep Branch Office of Bank Jatim. Keywords : Complain, Customer Service.

Item Type: Thesis (Diploma)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT
Divisions: Finance and Banking Diploma > Practice Working Report
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 25 Jan 2019 06:06
Last Modified: 10 Jun 2019 07:55
URI: http://eprints.perbanas.ac.id/id/eprint/4150

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