eprintid: 43631
rev_number: 19
eprint_status: archive
userid: 13784
dir: disk0/00/04/36/31
datestamp: 2024-11-07 09:39:23
lastmod: 2024-11-08 14:58:17
status_changed: 2024-11-08 14:58:17
type: thesis
metadata_visibility: show
creators_name: Iftikar Hanun, Dzaky
creators_id: 5502200040
contributors_type: http://www.loc.gov/loc.terms/relators/THS
contributors_type: http://www.loc.gov/loc.terms/relators/THS
contributors_name: Satyanegara, Diqbal
contributors_name: Ginanjar Saputra, Galih
contributors_id: 198302072006041005
contributors_id: 198608012019031013
corp_creators: Universitas Sultan Ageng Tirtayasa
corp_creators: Fakultas Ekonomi dan Bisnis
corp_creators: Manajemen Pemasaran
title: IMPLEMENTASI KUALITAS LAYANAN NASABAH 
PADA PT BANK PEMBANGUNAN DAERAH JAWA 
BARAT DAN BANTEN KANTOR CABANG KHUSUS 
BANTEN
ispublished: pub
subjects: HB
divisions: D3Marketing
divisions: FEB
full_text_status: restricted
keywords: Customer Service Quality
Kualitas Layanan Nasabah
note: Implementasi kualitas layanan nasabah pada PT. Bank Pembangunan 
Daerah Jawa Barat dan Banten (Bank BJB) KCK Banten adalah topik yang 
penting dalam industri perbankan. Penelitian ini membahas implementasi 
kualitas layanan nasabah di PT. Bank Pembangunan Daerah Jawa Barat dan 
Banten (Bank BJB). Tujuannya adalah untuk mengevaluasi upaya Bank BJB 
dalam memenuhi harapan nasabah melalui aspek keandalan, responsivitas, 
keamanan, jaminan, dan empati dalam pelayanan nasabah. Metode 
pengumpulan data meliputi observasi dan wawancara dengan staf bank. 
Hasil penelitian menunjukkan bahwa Bank BJB telah menerapkan SOP 
yang sesuai dengan standar pelayanan, namun masih ada tantangan dalam 
meningkatkan responsivitas dan efisiensi pelayanan. Bank BJB KCK 
Banten juga telah mengimplementasikan langkah-langkah penting dalam 
menjaga keamanan data nasabah. Kesimpulannya, Bank BJB telah berhasil 
dalam mengimplementasikan kualitas layanan nasabah, namun perlu terus 
meningkatkan responsivitas dan efisiensi pelayanan.
abstract: Implementation of customer service quality at PT. The Regional 
Development Bank of West Java and Banten (Bank BJB) is an important 
topic in the banking industry. This study discusses the implementation of 
customer service quality at PT. Regional Development Bank of West Java 
and Banten (Bank BJB). The aim is to evaluate Bank BJB's efforts in 
meeting customer expectations through aspects of reliability, 
responsiveness, security, assurance and empathy in customer service. Data 
collection methods include observation and interviews with bank staff. The 
results showed that Bank BJB has implemented SOPs in accordance with 
service standards, but there are still challenges in improving service 
responsiveness and efficiency. Bank BJB has also implemented important 
measures in maintaining customer data security. In conclusion, Bank BJB 
has succeeded in implementing customer service quality, but needs to 
continue to improve service responsiveness and efficiency.
date: 2023
date_type: published
pages: 101
institution: Universitas Sultan Ageng Tirtayasa
department: Fakultas Ekonomi dan Bisnis
thesis_type: diploma
thesis_name: dphil
citation:   Iftikar Hanun, Dzaky  (2023) IMPLEMENTASI KUALITAS LAYANAN NASABAH PADA PT BANK PEMBANGUNAN DAERAH JAWA BARAT DAN BANTEN KANTOR CABANG KHUSUS BANTEN.  D3 thesis, Universitas Sultan Ageng Tirtayasa.   
document_url: https://eprints.untirta.ac.id/43631/1/DZAKY%20IFTIKAR%20HANUN_5502200040_FULL%20TEXT.pdf
document_url: https://eprints.untirta.ac.id/43631/2/DZAKY%20IFTIKAR%20HANUN_5502200040_01.pdf
document_url: https://eprints.untirta.ac.id/43631/3/DZAKY%20IFTIKAR%20HANUN_5502200040_02.pdf
document_url: https://eprints.untirta.ac.id/43631/4/DZAKY%20IFTIKAR%20HANUN_5502200040_03.pdf
document_url: https://eprints.untirta.ac.id/43631/6/DZAKY%20IFTIKAR%20HANUN_5502200040_04.pdf
document_url: https://eprints.untirta.ac.id/43631/5/DZAKY%20IFTIKAR%20HANUN_5502200040_05.pdf
document_url: https://eprints.untirta.ac.id/43631/7/DZAKY%20IFTIKAR%20HANUN_5502200040_LAMP.pdf
document_url: https://eprints.untirta.ac.id/43631/8/DZAKY%20IFTIKAR%20HANUN_5502200040_REFF.pdf