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Pelaksanaan Service Excellence Bagi Customer Service Pada Bank Jatim Cabang Sidoarjo

Amalia, Gita Putri (2017) Pelaksanaan Service Excellence Bagi Customer Service Pada Bank Jatim Cabang Sidoarjo. Diploma thesis, STIE Perbanas Surabaya.

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RANGKUMAN.pdf

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COVER.pdf

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BAB I.pdf

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BAB II.pdf

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BAB V.pdf

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Abstract

Service excellence is a very important part in banking especially in the frontliner like customer service. The purpose of applying the excellent service is to build customer loyalty. The turning of bank customers can be caused by the lack of professional services. In this final project will be discussed about service excellence that exist in bank jatim sidoarjo branch. By conducting research in the form of direct interviews to supervisors of customer service and secondary data such as books and internet sources. The results obtained from the research is Bank jatim Surabaya branch has an effort in the implementation of service excellence. With the implementation of operational standard service excellence by customer service and employee devotion will be given training and held roleplay activity every one month twice. Likewise with the rolling activities of employees in the same division, so that employees do not feel bored with the task. The main target of the bank is to get customers who are loyalty. So the bank will do its best to provide good service to customers. This, there will be positive results for both the customer and the bank Keyword : Customer Service, Service Excellence, Customer Loyalty

Item Type: Thesis (Diploma)
Subjects: 300 - SOCIAL SCIENCE > 332.17 - BANKING SERVICES
Divisions: Finance and Banking Diploma > Practice Working Report
Depositing User: Perpustakaan Universitas Hayam Wuruk Perbanas Surabaya
Date Deposited: 22 Oct 2019 03:14
Last Modified: 22 Oct 2019 03:14
URI: http://eprints.perbanas.ac.id/id/eprint/4733

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