Karimoy, Marlen Yollanda (2019) Peranan Customer Service Dalam Meningkatkan Mutu Pelayanan Terhadap Nasabah Pada Pt Bank Rakyat Indonesia Tbk Kantor Cabang Tanjung Perak - Surabaya. Diploma thesis, STIE Perbanas Surabaya.
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ARTIKEL ILMIAH.pdf Download (599kB) | Preview |
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COVER.pdf Download (521kB) | Preview |
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BAB I.pdf Download (291kB) | Preview |
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Abstract
The Final Project Report is based on problems that are often faced by customer service such as obstacles when serving customers at PT. Bank Rakyat Indonesia Tanjung Perak Branch Office, requirements to become a customer service officer, procedures for opening and closing savings accounts, current accounts and deposits as well as the role of customer service. The purpose of this study is to provide information about the role of customer service in improving the quality of service to customers. Data obtained and presented descriptively qualitatively as well as data collection methods used include methods of observation, interviews, literature studies and documentation. Based on research data that has been researched and systematic and based on information as there are results of research on the role of customer service in improving service quality to customers, it shows that customer service has provided the best service (service excellent), one of them is choosing the right solution in solving the obstacles when providing services to customers in accordance with the provisions that apply to the bank. Conclusions taken at PT. Bank Rakyat Indonesia Tanjung Perak-Surabaya Branch Office is always optimizing customer service performance in terms of improving service quality by knowing the role of customer service such as the requirements of being a customer service officer, procedures for opening and closing savings accounts, current accounts and deposits and the obstacles and solutions that will be faced by customer service officers when performing services to customers, all of which will be discussed in this final report. Keywords:Customer,service,service quality .
| Item Type: | Thesis (Diploma) |
|---|---|
| Subjects: | 300 - SOCIAL SCIENCE > 330 - 339 ECONOMICS > 332 - FINANCIAL ECONOMICS > 332.12 - BANKS & BANKING |
| Divisions: | Finance and Banking Diploma > Practice Working Report |
| Depositing User: | MARLEN YOLLANDA KARIMOY |
| Date Deposited: | 30 Oct 2019 07:42 |
| Last Modified: | 30 Oct 2019 07:42 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/5325 |
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