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Tingkat Kepuasan Nasabah Sebagai Standar Penilaian Kinerja Customer Service Pada PT Bank Rakyat Indonesia (Persero) Tbk Kantor Unit Mojoanyar

Ananta, Liesnadilla Galuh (2020) Tingkat Kepuasan Nasabah Sebagai Standar Penilaian Kinerja Customer Service Pada PT Bank Rakyat Indonesia (Persero) Tbk Kantor Unit Mojoanyar. Diploma thesis, STIE Perbanas Surabaya.

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Abstract

The development of digital technology causes banks to have challenges to increase customer satisfaction. Customer Service is expected to be able to provide quality service to customers. The objectives of this study are as follows, namely (1) Knowing the Standard Operating Procedure (SOP) of Customer Service at PT Bank Rakyat Indonesia (Persero) Tbk Mojoanyar Unit Office, (2) Knowing the percentage of customer satisfaction with Customer Service at PT Bank Rakyat Indonesia ( Persero) Tbk Office Unit Mojoanyar. This study uses the interview method, field observations in the subject area, namely PT Bank Rakyat Indonesia (Persero) Tbk Mojoanyar Unit Office, literature studies related to references related to Customer Service and questionnaires distributed to customers. This study obtained the following research results: (1) Standard Operating Procedure (SOP) for Customer Service at PT Bank Rakyat Indonesia (Persero) Tbk is divided into two, namely the Standard Operating Procedure (SOP) appearance and the Standard Operating Procedure (SOP) when performing services (2) The percentage of customer satisfaction with Customer Service services, especially at PT Bank Rakyat Indonesia (Persero) Tbk Mojoanyar Unit Office, is 88% and (3) The percentage of customer satisfaction greatly influences the standard of Customer Service performance appraisal carried out by the Unit Supervisor / Head of Unit according to management in effect. The conclusions in this study will be useful for PT Bank Rakyat Indonesia and prospective customers of the bank. Meanwhile, this research can also be useful for the reader. Keyword: Customer Satisfaction, Customer Service, Standard Operating Procedures (SOP), PT Bank Rakyat Indonesia (Persero) Tbk

Item Type: Thesis (Diploma)
Subjects: 300 - SOCIAL SCIENCE > 332.12 - BANKS & BANKING
Divisions: Finance and Banking Diploma > Practice Working Report
Depositing User: LIESNADILLA GALUH ANANTA
Date Deposited: 18 Oct 2020 04:19
Last Modified: 18 Oct 2020 04:19
URI: http://eprints.perbanas.ac.id/id/eprint/7152

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