Persepsi Konsumen Terhadap Kinerja Customer Service PT. Bank Jabar Cabang Serang

SILVANA, EVA (2006) Persepsi Konsumen Terhadap Kinerja Customer Service PT. Bank Jabar Cabang Serang. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.

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Abstract

In anticipating the economics growth of banking in Indonesia, Bank Jabar on 8th April, 1999 was changing its legal form from company of Regional Area of Bank Jabar activity area which was only limited to West Java Province and Banten Province. With the changing of its legal form become Limited Liability (Perseroan Terbatas) hence Bank Jabar allowed to open the networking branch office in all of Indonesia region. Now a days Bank Jabar suspicion by all clients that its cannot fully fulfil they demand if comparing with another big banks. As for one the effort which has been done by Bank Jabar was to creating the positive attitude by giving the best service, giving the amenity and axposing itself to accepting the criticism and also the suggestion from client or client candidate. There is one way to know what the client desire exactly is by doing explatory research. The research about “ Perception of Consumer to Performance of Costumer Service of PT Bank Jabar Serang Branch “ is aim to : knowing the factors which influencing perception of consumer to performance of the costomer service of PT Bank Jabar Serang Branch, analyzing the performance of the costumer service of PT Bank Jabar Serang Branch in this time and studing various effort to making- up the role of it (costumer service) which can be match up by the client exactly desire and the ability of PT. Bank Jabar Serang Branch. In analyzing perception of the costumer above, was used the method of Importance Performance Analysis based on to Diagram Kartesius and the Suitability Level also assessed by the performance of the costumer service pursuant to the consumer perception. Based on the analysys result by using the method of Importance Performance Analysis that is Suitability Level Analysis, obtained the important factors which can influencing the consumer satisfaction and have to get the especially priority in order to increase the role of the costumer service, covering : quickly attention of the consumer sigh, decency and sociability, pay attention to the consumer sigh, submissivness in giving the service, service room, equipment and service tools, quickly inprocessing and delivering the service, the easily in service procedure, have a good knowledge about banking and have capability in accomplishing a task, fairness for all of the consumer, staff reliability in the decree of regulations. Dalam mengantisipasi perkembangan perekonomian dari perbankan di Indonesia, Bank Jabar pada tanggal 8 April 1999 merubah bentuk hukum dari Perusahaan Daerah wilayah kerja Bank Jabar hanya sebatas wilayah Propinsi Jawa Barat dan Propinsi Banten. Dengan berubahnya bentuk hukum Bank Jabar menjadi Perseroan Terbatas maka Bank Jabar dapat membuka jaringan kantor cabang di seluruh wilayah Indonesia. Dewasa ini Bank Jabar disinyalir oleh para nasabah belum mampu sepenuhnya memenuhi tuntutan tersebut apabila dibandingkan dengan bank-bank besar lainnya. Adapun salah satu upaya yang telah dilakukan oleh Bank Jabar untuk menciptakan sikap yang positif adalah dengan cara memberikan pelayanan yang terbaik, memberikan kemudahan dan membuka diri untuk menerima saran maupun kritik dari nasabah dan calon nasabah. Salah satu cara untuk mengetahui keinginan nasabah adalah dengan melakukan exploratory research. Penelitian “ Persepsi Konsumen Terhadap Kinerja Customer Service PT. Bank Jabar Cabang Serang” ini bertujuan untuk : mengetahui faktor-faktor yang mempengaruhi persepsi konsumen terhadap kinerja Customer Service PT. Bank Jabar Cabang Serang, menganalisis kinerja Customer Service PT. Bank Jabar Cabang Serang saat ini dan mengkaji berbagai upaya peningkatan peran Custumer Service PT. Bank Jabar Cabang Serang yang sesuai dengan keinginan nasabah dan kemampuan PT. Bank Jabar Cabang Serang. Dalam menganalisa persepsi konsumen tersebut di atas, digunakan metode Importance Performance Analysis baik berdasarkan diagram Kartesius maupun tingkat kesesuaian serta dinilai kinerja customer service berdasarkan persepsi konsumen. Berdasarkan hasil analisa dengan menggunakan metoda Importance Performance Analysis yaitu analisa Tingkat Kesesuaian, diperoleh faktor-faktor penting yang mempengaruhi kepuasan konsumen dan harus mendapat prioritas utama dalam upaya meningkatkan peran customer service, meliputi : cepat tanggap atas keluhan konsumen , keramahan dan kesopanan , perhatian terhadap keluhan konsumen , kesabaran dalam memberikan pelayanan , ruangan pelayanan, peralatan dan perlengkapan pelayanan, kecepatan dalam pemprosesan dan penyampaian pelayanan, prosedur pelayanan tidak berbelit – belit , menguasai pengetahuan perbankan dan terampil dalam bertugas , keadilan bagi semua pelanggan, kejujuran staf dalam penetapan peraturan .

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