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Pelaksanaan Service Excellent oleh Customer Service pada PT. Bank Negara Indonesia (Persero) Tbk. Kantor Cabang Pembantu Gedangan Sidoarjo

Salsabilla, Balqis (2020) Pelaksanaan Service Excellent oleh Customer Service pada PT. Bank Negara Indonesia (Persero) Tbk. Kantor Cabang Pembantu Gedangan Sidoarjo. Diploma thesis, STIE Perbanas Surabaya.

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Abstract

Excellent Service is one of the crucial determinants of bank performance. Broadly speaking, the purpose of this study is to find out the effect of implementing excellent service on customer turst at Bank Negara Indonesia . The research method used is descriptive analysis. After conducting research it can be seen that Bank Negara Indonesia implements excellent service in accordance with the provisions, conditions, responsibilities, and authority of customer service that has been set by the company. The implementation of sevice excellent at Bank Negara Indonesia also has an effect on increasing the number of customers, reducing customer complaints, and making long-time customers survive. There are various ways in improving excellent service by Bank Negara Indonesia Customer Service. One of which is by practicing customer service skills in serving customers every week (Roleplay). The obstacle experienced by Bank Negara Indonesia in implementing the excellent service is related to customer characteristics. In overcoming these obstacles, Bank Negara Indonesia Customer Service trains regular customer handling skills.

Item Type: Thesis (Diploma)
Subjects: 300 - SOCIAL SCIENCE > 332.17 - BANKING SERVICES
Divisions: Finance and Banking Diploma > Practice Working Report
Depositing User: BALQIS SALSABILLA
Date Deposited: 24 Sep 2020 07:58
Last Modified: 27 Sep 2020 17:02
URI: http://eprints.perbanas.ac.id/id/eprint/7101

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