AKTIVITAS CUSTOMER SERVICE PT BANK TABUNGAN NEGARA (PERSERO), Tbk KANTOR CABANG JAKARTA KEBON JERUK DALAM MENANGANI KELUHAN PELANGGAN

NURHENDIANIE, INKA (2019) AKTIVITAS CUSTOMER SERVICE PT BANK TABUNGAN NEGARA (PERSERO), Tbk KANTOR CABANG JAKARTA KEBON JERUK DALAM MENANGANI KELUHAN PELANGGAN. S1 thesis, Universitas Mercu Buana.

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Abstract

Customers are the pulse of a company. Without customers, the company cannot run its business processes. Various companies are competing to provide the best service for each customer. Good service will be a reflection of the quality of a company. The increasingly intense banking competition makes each company focus on service where one of the services is handling complaint. PT Bank Tabungan Negara (Persero) Tbk Jakarta Branch Office Kebon Jeruk experienced a significant increase in customer complaints in 2016 compared to 2017 for that there needs to be attention to customer service activities in handling customer complaints. This research uses public relations public theory and discusses customer service activities in dealing with customers which includes how to handle complaints, attempts and handling complaints, communication content, handling results, and categorizing customer complaints categories. Researchers used a qualitative methodology with a descriptive case study method. Data were obtained using observation techniques, in-depth interviews with key informants from customer service PT Bank Tabungan Negara (Persero), Tbk Kebon Jeruk Jakarta Branch Office, library studies, and documentation studies. The research focus is on how customer service activities deal with customer complaints. This study concludes that customer service carries out handling and efforts to handle customer complaints ranging from empathy, customer complaint confirmation, customer handling, service recovery, communication content delivered, final resolution of complaints, and closing statement. Customer service also follows every existing customer complaint and provides grouping of complaint categories based on the Sistem Pengaduan Nasabah (SPN). Key words:Customer Service Activity,Customer Complaint, Handling Complaint Pelanggan merupakan nadi dari suatu perusahaan. Pelayanan yang baik akan menjadi cermin kualitas dari suatu perusahaan. Persaingan perbankan yang semakin ketat membuat masing-masing perusahaan berfokus pada pelayanan dimana salah satu pelayanan yang ada yakni handling complaint. PT Bank Tabungan Negara (Persero) Tbk Kantor Cabang Jakarta Kebon Jeruk mengalami kenaikan yang signifikan mengenai keluhan pelanggan pada tahun 2016 dibandingkan dengan tahun 2017 untuk itu perlu adanya perhatian terhadap aktivitas customer servicedalam menangani keluhan pelanggan. Penelitian ini menggunakan teori khalayak public relations dan membahas mengenai aktivitas customer service dalam menangani keluhan pelanggan yang meliputi cara menangani keluhan, upaya dan penanganan keluhan, isi komunikasi, hasil penanganan, dan pengelompokkan kategori keluhan pelanggan. Peneliti menggunakan metodologi kualitatif dengan metode studi kasus bersifat deskriptif. Data diperoleh dengan menggunakan teknik observasi, wawancara mendalam terhadap key informan dari customer service PT Bank Tabungan Negara (Persero), Tbk Kantor Cabang Jakarta Kebon Jeruk, studi kepustakaan, dan studi dokumentasi. Fokus penelitian ada pada bagaimana aktivitas customer servicedalam menangani keluhan pelanggan. Penelitian ini menyimpulkan bahwa customer service melakukan penangan dan upaya penanganan keluhan pelanggan mulai dari empati, konfirmasi keluhan pelanggan, penanganan pelanggan, service recovery, isi komunikasi yang disampaikan, hasil akhir penyelesaian keluhan, hingga closing statement.Customer service juga mem-followup setiap keluhan pelanggan yang ada dan memberikan pengelompokan kategori keluhan berdasarkan Sistem Pengaduan Nasabah (SPN). Key words: Aktivitas Customer Service,Keluhan Pelanggan, Handling Complain

Item Type: Thesis (S1)
Call Number: SK/42/18/178
NIM: 44216110025
Uncontrolled Keywords: Aktivitas Customer Service,Keluhan Pelanggan, Handling Complain
Subjects: 300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 332 Financial Economics, Finance/Ekonomi Keuangan dan Finansial, Ekonomi Biaya dan Pembiayaan
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 332 Financial Economics, Finance/Ekonomi Keuangan dan Finansial, Ekonomi Biaya dan Pembiayaan > 332.1 Banks/Bank, Perbankan
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 332 Financial Economics, Finance/Ekonomi Keuangan dan Finansial, Ekonomi Biaya dan Pembiayaan > 332.8 Interest and Discount/Bunga Bank dan Diskon
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 334 Cooperative/Koperasi, Sistem Perkoperasian
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 334 Cooperative/Koperasi, Sistem Perkoperasian > 334.2 Banking and Credit Cooperatives/Koperasi Perbankan dan Kredit
Divisions: Fakultas Ilmu Komunikasi > Hubungan Masyarakat
Depositing User: Dede Muksin Lubis
Date Deposited: 10 May 2019 02:33
Last Modified: 10 May 2019 02:33
URI: http://repository.mercubuana.ac.id/id/eprint/47537

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