Aini, Genia Mas (2019) KEPUASAN NASABAH TERHADAP PELAYANAN TELLER PADA PT.BPR SYARIAH BUMI RINJANI KANTOR CABANG MALANG. Diploma (D3) thesis, Universty of Muhammadiyah Malang.

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Abstract

This study aims to find out how the description of teller services at PT. BPR Syariah Bumi Rinjani Malang Branch Office based on SKKNI no 326 in 2013, describes customer satisfaction for teller services based on 5 dimensions of Servqual TERRA at PT. BPR Syariah Bumi Rinjani Malang Branch Office, and PT. BPR Syariah Bumi Rinjani Malang Branch Office in improving teller services. This type of research uses a descriptive qualitative approach. Presentation in the form of data words. The data is obtained from the results of questionnaires and interviews. The data source used is primary by means of distributing questionnaires directly to several respondents and direct interviews with several customers at PT. BPR Syariah Bumi Rinjani Malang Branch Office. Data collection techniques are questionnaires. The results of the study showed 1) teller service at PT. BPR Syariah Bumi Rinjani Malang Branch Office is compliant based on SKKNI number 326 of 2013 starting from the initial process of the day until the end of day process, 2) customer satisfaction teller service based on 5 servqual TERRA dimensions at PT. BPR Syariah Bumi Rinjani Malang Branch Office produces positive results, but there are some that must be improved in terms of responsiveness and reliability, 3) Efforts of PT. BPR Syariah Bumi Rinjani Malang Branch Office in improving teller services through training and development for a new teller.

Item Type:	Thesis (Diploma (D3))
Student ID:	201610190511017
Thesis Advisors:	Mohammad Faisal Abdullah (0006045702), Eris Tri Kurniawati (0711028103)
Keywords:	Keywords: Customer Satisfaction, Teller Service, BPR Syariah
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Faculty of Economics > Diploma of Banking and Finance (61406)
Depositing User:	201610190511017
Date Deposited:	16 Aug 2019 01:55
Last Modified:	16 Aug 2019 01:55
URI :	http://eprints.umm.ac.id/id/eprint/49129

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