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Kualitas Pelayanan Customer Service Terhadap Nasabah di PD. BPR Bank Daerah Bojonegoro

Puspitasari, Vivin Zulha (2020) Kualitas Pelayanan Customer Service Terhadap Nasabah di PD. BPR Bank Daerah Bojonegoro. Diploma thesis, STIE Perbanas Surabaya.

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Abstract

In the development of the banking world, services are need that can provide excellent service. This can be interpreted that very banking institution needs to create the best service possible. Good service will effect the number of customers in a bank because it can provide satisfaction. One of them is PD. BPR Bojonegoro Regional Bank, especially at Customer Service. This study discusses how Customer Service at PD. BPR Bojonegoro Regional Bank in providing services to its customers. The purpose of this study was to determine the quality and sitability of Customer Service in PD. BPR Bojonegoro Regional Bank toward the Standard Operating Procedure. In addition to analyzing the operational practices of Customer Service in PD. BPR Bojonegoro Regional Bank. The scope of this study includes a general description and suitability of Customer Service performance with a Standard Operating Procedure in PD. BPR Bank Daerah Bojonegoro. Data collection methods used in this study include distributing questionnaires directly to customers, document study, and observations by observing directly the service activities carried out by Customer Service in PD. BPR Bank Daerah Bojonegoro. The research design used is descriptive research that is systematic, actual, and accurate research on an object. In accordance with the result of te study, Quality of Customer Service for customers in PD. BPR Bojonegoro Regional Bank is included in the good category. Customer Service in PD. BPR Bojonegoro Regional Bank has fulfilled the applicable standard operation procedure (SOP) and the criteria that affect customer satisfication, starting from the appearance, attitude, and competence of Customer Service. Overall, it can be concluded that in the world of banking, the best service must be given by the bank to its customers face increasingly fierce competition. Keywords : Customer Service, Service

Item Type: Thesis (Diploma)
Subjects: 300 - SOCIAL SCIENCE > 332.12 - BANKS & BANKING
Divisions: Finance and Banking Diploma > Practice Working Report
Depositing User: VIVIN ZULHA PUSPITASARI
Date Deposited: 28 Sep 2020 19:15
Last Modified: 28 Sep 2020 19:15
URI: http://eprints.perbanas.ac.id/id/eprint/7095

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