Pratama, Gema Maulana Sasmita and San Rudiyanto, SE., Ak., MSA. (2023) PENERAPAN STANDAR LAYANAN PRIMA PADA UNIT KERJA CUSTOMER SERVICE PT. BANK RAKYAT INDONESIA, TBK UNIT DAU KANTOR CABANG MALANG SOEKARNO HATTA. Diploma thesis, Universitas Brawijaya.
Abstract
Perusahaan-perusahaan saat ini berlomba memberikan layanan terbaik kepada pelanggan mereka agar tetap loyal. Salah satu cara yang dilakukan oleh perusahaan dalam upaya meningkatkan kualitas layanan adalah dengan menerapkan Standar Layanan Prima (SLP) salah satu perusahaan yang menerapkannya yaitu PT. Bank Rakyat Indonesia, Tbk. Penelitian ini bertujuan untuk mengetahui penerapan Standar Layanan Prima pada unit kerja Customer Service PT. Bank Rakyat Indonesia, Tbk Unit Dau Kantor Cabang Malang Soekarno Hatta dan untuk mengetahui keefektifan serta kendala yang dialami saat menerapkan Standar Layanan Prima yang dihadapi oleh Customer Service. Penelitian ini menggunakan metode deskriptif kualitatif yaitu dengan teknik pengumpulan data melalui observasi yang dilakukan peneliti, wawancara dengan Customer Service PT. Bank Rakyat Indonesia, Tbk Unit Dau Kantor Cabang Malang Soekarno Hatta, dan dokumentasi. Data yang telah diperoleh dari observasi dan wawancara dijabarkan dalam bentuk paragraf deskripsi. Hasil dari penelitian ini diketahui bahwa PT. Bank Rakyat Indonesia, Tbk Unit Dau Kantor Cabang Malang Soekarno Hatta telah melaksanakan standar layanan yang sesuai dengan PT. Bank Rakyat Indonesia, Tbk tetapkan meskipun mengalami beberapa kendala, penerapan Standar Layanan Prima pada PT. Bank Rakyat Indonesia, Tbk Unit Dau Kantor Cabang Malang Soekarno Hatta efektif dengan adanya penilaian yang baik dari nasabah.
English Abstract
Companies are currently competing to provide the best service to their customers in order to remain loyal. One of the ways that companies do in an effort to improve service quality is to apply the Excellent Service Standards (SLP), one of the companies that implements it, namely PT. Bank Rakyat Indonesia, Tbk. This study aims to determine the implementation of Service Excellence Standards in the Customer Service work unit of PT. Bank Rakyat Indonesia, Tbk Dau Unit Branch Office Malang Soekarno Hatta and to find out the effectiveness and constraints experienced when implementing the Prime Service Standards faced by Customer Service. This study uses a qualitative descriptive method, namely the technique of collecting data through observations conducted by researchers, interviews with PT. Bank Rakyat Indonesia, Tbk Dau Unit Branch Office Malang Soekarno Hatta, and documentation. The data that has been obtained from observations and interviews are described in the form of descriptive paragraphs. The results of this study note that PT. Bank Rakyat Indonesia, Tbk Dau Unit Branch Office Malang Soekarno Hatta has implemented service standards in accordance with PT. Bank Rakyat Indonesia, Tbk determined that despite experiencing several obstacles, the implementation of Prime Service Standards at PT. Bank Rakyat Indonesia, Tbk Dau Unit Branch Office Malang Soekarno Hatta is effective with a good assessment of customers.
| Item Type: | Thesis (Diploma) |
|---|---|
| Identification Number: | 052317 |
| Uncontrolled Keywords: | Standar Layanan Prima, Unit Kerja Customer Service, PT. Bank Rakyat Indonesia, Tbk |
| Divisions: | Program Vokasi > Keuangan dan Perbankan |
| Depositing User: | Unnamed user with username tunjungsari |
| Date Deposited: | 30 Jan 2024 08:00 |
| Last Modified: | 30 Jan 2024 08:00 |
| URI: | http://repository.ub.ac.id/id/eprint/214879 |
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Text (DALAM MASA EMBARGO)
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