UMM Institutional Repository

PERANAN CUSTOMER SERVICE DALAM UPAYA MENINGKATKAN KUALITAS LAYANAN NASABAH PADA PT. BANK NEGARA INDONESIA (PERSERO) TBK, KANTOR LAYANAN NASABAH SAWOJAJAR MALANG

Banda, Erfa Latif (2015) PERANAN CUSTOMER SERVICE DALAM UPAYA MENINGKATKAN KUALITAS LAYANAN NASABAH PADA PT. BANK NEGARA INDONESIA (PERSERO) TBK, KANTOR LAYANAN NASABAH SAWOJAJAR MALANG. Other thesis, University of Muhammadiyah Malang.

[img]
Preview
Text
jiptummpp-gdl-erfalatifb-39826-1-pendahul-n.pdf

Download (466kB) | Preview
[img]
Preview
Text
jiptummpp-gdl-erfalatifb-39826-2-babi.pdf

Download (94kB) | Preview

Abstract

Front office is front line in servicing public. Customer service is the other active duty, including direct relationship with the consumer themselves, or via communication device, or automatic process. This is designed, to be executed and communicated with two primary purpose, are operational productivity and consumer satisfiesness. Service is an action done for fulfill the people needs (consumer, clients, guests, passenger, buyer, patient, and other things) which satisfier level just can felt by people who service or serviced. Customer service role is one of the human resources who needed by the corporations. Action of service role from this customer service direct correlate with consumer chooses, hence need reliable customer service. The meaning of customer in general is every designed action or purposed for give consumer satisfiesness, via service which fulfill the wants and needs of client. Research method used by writer is descriptive qualitative, researcher want to describing the duty and function of Customer Service at PT. Bank Negara Indonesia( Persero), Tbk Kantor Layanan Nasabah Sawojajar Malang with the effort to increase the quality of customer service, result of research which the most look of customer service is satisfy which felt and recived by the customer in direct way on enjoying service and product which have been given. From explained text above can conclusioned which action on customer service role direct link with consumer chooses, hence need reliable customer service.

Item Type: Thesis (Other)
Subjects: H Social Sciences > HB Economic Theory
Divisions: Faculty of Economics > Diploma of Banking and Finance (61406)
Depositing User: Denyta Saputri
Date Deposited: 22 Mar 2016 06:16
Last Modified: 22 Mar 2016 06:16
URI : http://eprints.umm.ac.id/id/eprint/21367

Actions (login required)

View Item View Item
UMM Official

© 2008 UMM Library. All Rights Reserved.
Jl. Raya Tlogomas No 246 Malang East Java Indonesia - Phone +62341464318 ext. 150, 151 - Fax +62341464101
E-Mail : infopus[at]umm.ac.id - Website : http://lib.umm.ac.id - Online Catalog : http://laser.umm.ac.id - Repository : http://eprints.umm.ac.id

Web Analytics

UMM Institutional Repository is powered by :
EPrints Logo