Purnomo, Andarini Puspitasari (2017) Pelaksanaan Pelayanan (Service Excellent) Oleh Customer Service Di Bank Bjb Cabang Surabaya. Diploma thesis, STIE Perbanas Surabaya.
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Abstract
As a financial institution Bank Jabar Banten Surabaya Branch (Bjb) want to always maintain its existence, by always providing excellent service to its customers so that customers become satisfied and loyal. In order for service excellence can be implemented, of course there must be a subject or principal that can provide excellent service that becomes the main goal. The subject or actor in intent is customer service. Bank Jabar Banten Surabaya Branch (Bjb) certainly has a standard service excellence that must be applied by customer service. Therefore, the authors are interested to examine the Implement Service Excellence (Service Excellent) applied by customer service Bank Jabar Banten (bjb) Surabaya Branch using existing standards. The main problem in this research is application. Against the actual services that occurred in Bank Jabar Banten (bjb) Surabaya Branch implemented by CustomerService. The type of this research is field research (field research) by taking the research location at Bank Jabar Banten (bjb) Surabaya Branch by using qualitative approach. The data in this research consist of primary data and secondary data obtained by using interview method with customer service, documentation and observation. The results show that customer service is able to carry out the service and apply the standard set by Branch of Bank Jabar Banten (Bjb) Surabaya. Action, Attention, Appearance, Attitude, Ability (ability) that is able to satisfy and attract customers to stay loyal Bank Jabar Banten (bjb) Surabaya Branch Keyword : Service Excellent, Customer Service, Bank Jabar Banten (bjb) Surabaya Branch
| Item Type: | Thesis (Diploma) |
|---|---|
| Subjects: | 300 - SOCIAL SCIENCE > 330 - 339 ECONOMICS > 332 - FINANCIAL ECONOMICS > 332.17 - BANKING SERVICES |
| Divisions: | Finance and Banking Diploma > Practice Working Report |
| Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
| Date Deposited: | 21 Oct 2019 07:40 |
| Last Modified: | 21 Oct 2019 07:40 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/4655 |
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