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Penerapan Service Excellent Oleh Customer Service pada PT Bank Pembangunan Daerah Jawa Timur, Tbk Kantor Cabang Sumenep

Nabilasshabira, Nabilasshabira (2021) Penerapan Service Excellent Oleh Customer Service pada PT Bank Pembangunan Daerah Jawa Timur, Tbk Kantor Cabang Sumenep. Diploma thesis, Universitas Hayam Wuruk Perbanas Surabaya.

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Abstract

In determining the Bank's performance, Service Excellent is one of the most important things in the Bank's service. The purpose of this research in general is to find out how and how influential the implementation of Service Excellent in increasing customer satisfaction and trust of PT. Regional Development Bank of East Java, Tbk Sumenep Branch Office. The research method used in this research is descriptive analysis method. After doing research on PT. Regional Development Bank of East Java, Tbk Sumenep Branch Office, it is known that PT. Regional Development Bank East Java, Tbk Sumenep Branch Office has implemented Excellent Service in accordance with the provisions, terms, duties, responsibilities and authority of Customer Service that has been determined by the Bank. The implementation of Service Excellent also has an effect on making long customers stay, reducing customer complaints, attracting customer interest and trust, and increasing the number of customers. There are several efforts made by PT. Regional Development Bank East Java, Tbk Sumenep Branch Office in improving the implementation of Service Excellent by Customer Service, one of which is by providing training (Roleplay) in serving customers every month, mentoring and coaching every week. The obstacles that are often experienced by Customer Service in applying the principle of Service Excellent are reducing complaint handling and dealing with diverse customer characteristics. So to overcome these obstacles Customer Service PT. Regional Development Bank East Java, Tbk Sumenep Branch Office must always introduce customers to the call center of Bank Jatim and continue to train Customer Service skills on a regular basis in providing customer care. Keyword : Service Excellent, Customer Service, PT. Regional Development Bank of East Java, Tbk Sumenep Branch Office

Item Type: Thesis (Diploma)
Subjects: 300 - SOCIAL SCIENCE > 332.17 - BANKING SERVICES
Divisions: Finance and Banking Diploma > Practice Working Report
Depositing User: NABILASSHABIRA NABILASSHABIRA
Date Deposited: 20 Oct 2021 18:08
Last Modified: 20 Oct 2021 18:08
URI: http://eprints.perbanas.ac.id/id/eprint/8288

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