Taufikoh, Ofi (2023) PROSEDUR PELAYANAN CUSTOMER SERVICE JASA PRODUK PADA PT BANK RAKYAT INDONESIA (PERSERO) TBK. KANTOR CABANG SERANG. D3 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
The research was conducted at PT Bank Rakyat Indonesia (Persero), Tbk Serang Branch Office. The purpose of writing this thesis is to know service procedures, accountability, and service qualitycustomer service at PT Bank Rakyat Indonesia (Persero), Tbk Serang Branch Office and to know and understand how service quality iscustomer service in the Bank Rakyat Indonesia Serang Branch Office. The research method used is descriptive research. The data source in this study uses secondary data as the main data. Methods of data collection by way of literature study, documentation and field research. Based on the research results, thatCustomer ServicePT Bank Rakyat Indonesia (Persero) Tbk Serang Branch Office plays an active role when dealing with customers according to their duties, both in terms of service and appearance according to the SOP that has been set. And found some obstaclescustomer service in product services including Time and Connection Problems. Which can hinder the improvement in servicecustomer Service.
| Item Type: | Thesis (D3) | ||||||
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| Additional Information: | Penelitian dilakukan pada PT Bank Rakyat Indonesia (Persero), Tbk Kantor Cabang Serang. Tujuan dari penulisan tugas akhir ini adalah untuk mengetahui prosedur pelayanan, pertanggung jawaban, dan kualitas pelayanan customer service pada PT Bank Rakyat Indonesia (Persero), Tbk Kantor Cabang Serang dan untuk mengetahui serta mengerti bagaimana kualitas pelayanan customer service yang ada di Bank Rakyat Indonesia Kantor Cabang Serang. Metode penelitian yang digunakan adalah penelitian yang bersifat deskriptif. Sumber data dalam penelitian ini menggunakan data sekunder sebagai data utama. Metode pengumpulan data dengan cara studi kepustakaan, dokumentasi dan penelitian lapangan. Berdasarkan hasil penelitian, bahwa Customer Servie PT Bank Rakyat Indonesia (Persero) Tbk Kantor Cabang Serang berperan aktif ketika berhadapan dengan nasabah sesuai dengan tugasnya, baik dari segi pelayanan maupun penampilan yang sesuai dengan SOP yang telah di tetapkan. Dan ditemukan beberapa kendala customer service dalam pelayanan jasa produk diantaranya Waktu dan Masalah Koneksi. Yang dapat menghambat peningkatan dalam pelayanan customer Service. | ||||||
| Subjects: | H Social Sciences > HE Transportation and Communications | ||||||
| Divisions: | 05-Fakultas Ekonomi dan Bisnis > 62201-Program Diploma III Akuntansi | ||||||
| Depositing User: | OFI TAUFIKOH | ||||||
| Date Deposited: | 12 Jun 2023 14:38 | ||||||
| Last Modified: | 12 Jun 2023 14:38 | ||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/25289 |
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