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.
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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.
| Item Type: | Thesis (D3) | |||||||||
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| Additional Information: | 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. | |||||||||
| Uncontrolled Keywords: | Customer Service Quality Kualitas Layanan Nasabah | |||||||||
| Subjects: | H Social Sciences > HB Economic Theory | |||||||||
| Divisions: | 05-Fakultas Ekonomi dan Bisnis > Program Diploma III Marketing 05-Fakultas Ekonomi dan Bisnis |
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| Depositing User: | DZAKY IFTIKAR DZAKY IFTIKAR HANUN | |||||||||
| Date Deposited: | 07 Nov 2024 09:39 | |||||||||
| Last Modified: | 08 Nov 2024 14:58 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/43631 |
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