@thesis{thesis,
		author={SARI  RAHMAH},
		title ={PELAKSANAAN SERVICE EXCELLENCE DI PT BANK YUDHA BHAKTI, TBK
CABANG DARMO},
		year={2016},
		url={http://eprints.perbanas.ac.id/1095/},
		abstract={Along with the globalization and the development of Indonesia's economy, the
public is increasingly critical to the fulfillment of their needs. This led the
company more competitive in competin. Competition in the banking industry
could trigger the company to improve the quality of the product, price and service
in order to increase their sales turnover. The increase in sales or increase the
numbers of customers are highly influenced by the provision of optimal service
because it can give satisfaction to the customer. Therefore, in this thesis has the
aim to determine the requirements to become customer service and to know the
duties, functions and role of customer service to improve service excellence. Bank
Yudha Bhakti Branch Darmo has the concept of service excellence to create
ethical employees. Implementation of service excellence is very evident from the
attitude of the employees were friendly and responsive in an effort to meet
customers needs. Although there are some obstacles encountered in providing
excellent service, Bank Yudha Bhakti can overcome these problems and make
efforts to promote service excellence by training each year. The research method
is by way of interviews with customer service that is the cutting edge in providing
excellent service as well as by collecting data from Bank Yudha Bhakti Branch
Darmo.
Keywords : Service Excellence}
		}