Puteri, Anisa Kusuma Bamara (2018) Penerapan service excellent oleh loan service Pada bank btn cabang surabaya. Diploma thesis, STIE PERBANAS SURABAYA.
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Abstract
Service Excellent or excellent service is an action that brings satisfaction and convenience to the customer. When customers are satisfied, this will have a good image for BTN Bank. A good image will bring the Surabaya branch of BTN Bank to increase revenue from credit channeled by customers or customers who feel satisfied and comfortable will invite others to do credit at BTN Bank. The purpose of this research is to know the role and application of loan service at BTN Bank. In the analysis conducted during the study, used observation reports and interview methods. The researcher explained the standard of duty in serving customers well, the implementation of excellent services in loan services and the frequent problems and solutions. The results of this study that the loan service task is to welcome and provide services to customers, receive applications from customers, monitor loan portfolios, maintain and store documents, and clarify loans and pay off bad loans. In its implementation there is a slogan that is held firmly by the loan service officer. The implications that have been made are to make an appointment and to have a representative calling for confirmation. Keyword : Implementation, Service, Excellent
| Item Type: | Thesis (Diploma) |
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| 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 06:11 |
| Last Modified: | 16 Oct 2019 05:54 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/4151 |
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