@thesis{thesis,
		author={YUNITA  LIA},
		title ={Procedures of handling and settling customer complaints of the BJB Bank Bogor Branch Office.},
		year={2019},
		url={http://repository.ibik.ac.id/1023/},
		abstract={The main activity of the bank is to provide services to the community, both through the supply of machinery or services. Each service will not be separated from complaints or complaints. Complaints themselves occur due to the gap between what is expected and what is obtained. To give a sense of comfort, the bank must be able to handle complaints submitted by customers.
The purpose of this discussion is to find out how the procedure for filing and handling customer complaints and to know whether handling complaints at Bank BJB is in accordance with procedures.
The results of the discussion indicate that the procedure in filing and handling complaints is by visiting customer service, filing complaints and waiting for the results of checking complaints by electronic banking units in the central division. Then in the handling of complaints carried out in accordance with the procedures for handling complaints that should be so that complaints can be resolved properly.}
		}