Laksono, Firman Ardi (2020) Pelaksanaan Service Excellent oleh Customer Service pada PT. Bank Pembangunan Daerah Jawa Timur Tbk. Kantor Cabang Utama Surabaya. Diploma thesis, STIE Perbanas Surabaya.
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Abstract
In this modern era, all banks attach great importance to service by implementing service excellence. Service excellence is a service that meets the quality standards of bank performance in accordance with customer expectations and satisfaction. Broadly speaking, the purpose of this study is to increase customer confidence in Bank Jatim. The research method uses descriptive analysis. After doing research, it can be seen that Bank Jatim is implementing service excellence in accordance with the provisions, conditions, responsibilities and authorities of Customer Service that have been set by the company. The implementation of service excellence at Bank Jatim has also greatly influenced the increase in the number of customers, reduced customer complaints, and made customers last longer. In improving service excellence by customer service, Bank Jatim has done several ways, one of which is the Roleplay which is always done every Wednesday. Excellent service for Bank Jatim Customer Service is very important in serving customers. In carrying out excellent service, of course it is not easy. There are many obstacles faced by Customer Service. The main obstacle faced is the challenge of facing all kinds of customer characteristics. In overcoming these obstacles, Bank Jatim Customer Service can train communication skills and gain insight by reading books and the internet related to service excellence and applying experiences when serving customers who have the same customer characteristics.
| 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: | FIRMAN ARDI LAKSONO |
| Date Deposited: | 25 Sep 2020 17:17 |
| Last Modified: | 25 Sep 2020 17:17 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/7102 |
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