Abstract :
Increasing human needs of secondary , primary and tertiary , exactly
they need a place to manage finances also be high. Everyone wants their funds
remain safe , fast growing and can be used for urgent. Seeing the high demand ,
the bank is required to provide the best service . Customer satisfaction isn?t new
thing, it's an essential business concepts and also taken into consideration of
choosing the bank's customers to manage finances.
Many factors can affect the excellent service of a bank , which is also the
comfort of the rooms for complete facilities. No less important is the human
factor. Customer service who deal directly with customers , play an important
role in the implementation of service excellence.More better the service provided
customer service, more better the implementation of service excellence in bank.
Implementation of service excellence needed to improve services in
order to fulfill customer needs. Many benefits can be obtained in the
implementation of service excellence ,increased profit?s of the company obtained,
can also increase customer loyalty to the company. Many benefits can be obtained
in the implementation of service excellence , among others, the company
increased profit obtained also increase customer loyalty for the company.Not a
few obstacles must be faced in performing customer service duties to provide
excellent service to customers. Such obstacles could come good factor from
themselves or external factors, namely customers.Here can be seen how the bank's
efforts to continuously improve the service
Keyword:serviceexcellence, customer service, PT. Bank Rakyat Indonesia
Kantor Kas Kodam Surabaya