Aulia, Faza Nur (2019) Penggunaan SOP (Standard Operating Procedures) Pada Teller Untuk Kepuasan Nasabah PT. Bank CIMB Niaga Surabaya. Diploma thesis, STIE Perbanas Surabaya.
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Abstract
This study aims to determine the use of SOP (Standard Operating Procedures) at the teller for customer satisfaction PT. CIMB Niaga Bank Surabaya. This research is motivated by the number of officers who are negligent in implementing SOPs, so that it can affect the quality of banks towards customer satisfaction. However, not only officers, customers sometimes also forget some procedures that exist and can make transactions not function properly. So the importance of SOPs can help officers and customers to solve problems in accordance with existing procedures. This research includes the type of descriptive research. Distribution of e-questionnaires to customers of PT. Bank CIMB NIAGA Surabaya and conducted interviews with related officers, namely PT. Teller. Bank CIMB NIAGA Surabaya. Data is collected from the distribution of e-questionnaires to customers of PT. Bank CIMB NIAGA Surabaya and interview with teller PT. Surabaya CIMB NIAGA Bank includes primary data, while secondary data is taken from previous research, and several books that support it. This study focuses on customers of PT. Surabaya CIMB NIAGA Bank which is only domiciled in the Surabaya area. The results of this study indicate that PT. CIMB NIAGA Surabaya Bank has been satisfied with the services provided by PT. Teller. CIMB NIAGA Bank Surabaya, but still needs to be improved. Customer satisfaction will greatly affect the company's image. For officers, namely tellers, they must first understand the SOP, so that they can provide insight to customers so that transactions run well based on existing and approved SOPs.
| Item Type: | Thesis (Diploma) |
|---|---|
| Subjects: | 300 - SOCIAL SCIENCE > 330 - 339 ECONOMICS > 332 - FINANCIAL ECONOMICS > 332.17 - BANKING SERVICES |
| Divisions: | Finance and Banking Diploma > Practice Working Report |
| Depositing User: | FAZA NUR AULIA |
| Date Deposited: | 23 Sep 2019 06:21 |
| Last Modified: | 23 Sep 2019 06:25 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/4607 |
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