PERANAN CUSTOMER SERVICE DALAM MENINGKATKAN JUMLAH NASABAH PADA PT. BANK PEMBANGUNAN DAERAH JAWA BARAT DAN BANTEN, TBK. CAPEM PAMULANG TANGERANG SELATAN

Alida Wahyuni, Mungky Hendriyani, Intan Nurhasanah

Abstract


This research aims to analyze the role of customer service in increasing the number of customers PT. Bank BJB, Tbk. Kantor Cabang Pembantu Pamulang. A customer is a person directly dealing with or in direct contact with the customer, customer service has a responsible role in the service and smoothness of the bank, and understands the work to be carried out, especially related to service to customers. Serving the customer is a very necessary attitude of customer service that can increase customer interest and ability to communicate well with customers. The results prove the role of customer service in providing information to customers very well. Because the media used customer service in providing the information is very good and customers feel very satisfied with the services provided by customer service

Full Text:

PDF

References


Effendy, Onong Uchjana. (2008). Ilmu, Teori dan Filsafat Komunikasi. Bandung: Citra Aditya Bakti

Ikatan Bankir Indonesia. (2014). Mengelola Kualitas Layanan Perbankan. Jakarta: PT. Gramedia Pustaka Utama.

Kasmir (2003). Manajemen Perbankan. Depok: PT. Raja Grafindo Persada.

Kasmir (2004). Etika Customer Service. Depok: PT. Raja Grafindo Persada.

Kasmir (2017). Customer Service Excellent. Depok: PT Raja Grafindo Persada

Kotler, Philip and Kevin Lane Keller. 2016. Marketing Management. 15e Global Edition. London, UK: Pearson.

Peraturan Bank Indonesia No.3/10/PBI/2001 tanggal 18 Juni 2001 tentang Penerapan Prinsip Mengenal Nasabah (Know You Customer Principles).

Peraturan Bank Indonesia Nomor 14/27/PBI/2012 tentang Penerapan Program Anti Pencucian Uang dan Pencegahan Pendanaan Terorisme Bagi Bank Umum

Undang-Undang Negara Republik Indonesia Nomor 10 Tahun 1998 Tanggal 10 November 1998.

Waworuntu (1997). Dasar Keterampilan Melayani Nasabah. Yogyakarta : Bagian Penerbitan Lembaga Manajemen YKPN Yogyakarta.




DOI: https://doi.org/10.56486/remittance.vol3no1.186

Article Metrics

Abstract view : 374 times
PDF - 274 times

Refbacks

  • There are currently no refbacks.




TERINDEKS OLEH :

Â