Implementasi Service Excellence oleh Customer Service pada Bank Mandiri Kantor Cabang Pembantu Kupang Jaya Surabaya

Pratiwi, Yuni (2019) Implementasi Service Excellence oleh Customer Service pada Bank Mandiri Kantor Cabang Pembantu Kupang Jaya Surabaya. Diploma thesis, STIE Perbanas Surabaya.

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Abstract

PT. Bank Mandiri Kupang Jaya Surabaya Sub-Branch Office has implemented Service Excellence that has been standardized by the head office. The best services provided by Customer Service officers are crucial to the level of satisfaction and loyalty of donations. The research objective at PT. Bank Mandiri Kupang Jaya Surabaya Sub-Branch Office is to implement the implementation of Service Excellence that is implemented by Mandiri Bank Customer Service. The research method used is descriptive qualitative research with data collection techniques namely interviews, documentation and questionnaires. Based on the results of the analysis and the results of the study indicate that customer service is able to apply the standards. Service excellence that has been implemented by independent banks in their services. The results of the questionnaire show that most independent banks are filled with the services provided by Customer Services. Keywords: Implementation, Service Excellence, Customer Service.

Item Type: Thesis (Diploma)
Subjects: 300 - SOCIAL SCIENCE > 332.17 - BANKING SERVICES
Divisions: Finance and Banking Diploma > Practice Working Report
Depositing User: YUNI PRATIWI
Date Deposited: 26 Sep 2019 03:31
Last Modified: 26 Sep 2019 03:31
URI: http://eprints.perbanas.ac.id/id/eprint/4595

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