PELAKSANAAN SERVICE EXCELLENCE DI PT BANK YUDHA BHAKTI, TBK
CABANG DARMO
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Institusion
Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya
Author
SARI, RAHMAH
Subject
332.17 - BANKING SERVICES
Datestamp
2017-05-10 09:25:41
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
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
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