Zulfa, Indana (2017) Pelaksanaan Pelayanan Prima Oleh Customer Service Pt. Bank Tabungan Negara (Persero) Tbk. Kantor Kas Its Surabaya. Diploma thesis, STIE Perbanas Surabaya.
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Abstract
In the business service competition, especially for the banking currently, change very quickly. Many banks in the Indonesia currently, make the competition getting tighter and racing to get the best ratings in the eyes of the people, especially in Surabaya city. Every banks compete to attract customers as much as possible for the sustainability of the bank’s own operational. Therefore, required a good strategy by each bank to increase customer satisfaction and has a quality that is trusted by the people. Other than to the resulting product, service excellent is also important for bank to get and maintain customer to still have loyalty. Therefore, Customer Service role is very needed to increace a service to customer in those bank, because a quality service is a key to success and base for building the success of a bank in providing services to the people. The important of Customer Service role becomes the reference of bank service to the customer in an effort to acquire and retain customers. Implementation of service excellent can have a positive impact on the bank itself and also improve the image of the bank in the eyes of public. Thus expected to be able to increase customer satisfaction and prospective customer as well as grow customer loyal attitude to the bank. The better the excellent service is do by Customer Service, then more higher satisfaction level that feel by customer. Keyword : service excellent, customer service, PT. Bank Tabungan Negara (Persero) Tbk. Kantor Kas ITS Surabaya
| Item Type: | Thesis (Diploma) |
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| Subjects: | 300 - SOCIAL SCIENCE > 330 - 339 ECONOMICS > 332 - FINANCIAL ECONOMICS > 332.17 - BANKING SERVICES |
| Divisions: | Finance and Banking Diploma > Practice Working Report |
| Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
| Date Deposited: | 21 Oct 2019 04:26 |
| Last Modified: | 21 Oct 2019 04:26 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/4397 |
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