USULAN SOP ANTRIAN CUSTOMER SERVICE DAN PEMBUKAAN REKENING DI PT. BANK DKI SYARIAH

SUHARTONO, AMRIZAL JALU (2020) USULAN SOP ANTRIAN CUSTOMER SERVICE DAN PEMBUKAAN REKENING DI PT. BANK DKI SYARIAH. S1-Sarjana thesis, Universitas Mercu Buana Jatisampurna.

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Abstract

ABSTRAK PT. Bank DKI perusahaan yang bergerak dibidang perbankan yang memiliki permasalahan lamanya pelayanan sehingga menyebabkan panjangnya antrian. Tujuan dari penelitian ini untuk mengetahui jumlah rata-rata waktu pelayanan nasabah, rata-rata kedatangan nasabah, jumlah rata-rata menunggu antrian, waktu rata-rata menunggu dalam antrian dan mengetahui apakah dengan Customer Service yang ada sudah optimal dalam melayani nasabah. Metode yang digunakan dalam penelitian ini metode kuantitatif-deskriftif, dengan melakukan observasi secara langsung, wawancara dan dokumentasi. Hasil dari penelitian ini adalah rata-rata waktu pelayanan nasabah 1 menit 6 detik, rata-rata kedatangan nasabah 1 menit 51 detik, jumlah nasabah menunggu dalam antrian 1 orang, dan waktu rata-rata menunggu dalam antrian 1,5 menit. Kesimpulan dari penelitian ini dengan adanya Customer Service yang memadai sudah optimal karena tidak adanya waktu lembur dalam menangani nasabah. Dari penelitian ini perlu diusulkan untuk menambah petugas Customer Service agar petugas yang lain dapat menangani pekerjaan yang lain. Kata Kunci : PT. Bank DKI, Customer Service, Nasabah ABSTRACT PT. Bank DKI companies engaged in banking that have long service problems that cause queue length. The purpose of this study is to find out the average number of customer service times, average customer arrivals, the average number of waiting queues, the average time waiting in the queue and knowing whether the existing Customer Service is optimal in serving customers. The method used in this research is quantitative-descriptive method, by conducting direct observations, interviews and documentation. The results of this study are the average customer service time 1 minute 6 seconds, the average arrival of customers 1 minute 51 seconds, the number of customers waiting in queue of 1 person, and the average time waiting in a queue of 1.5 minutes. The conclusion of this study with the existence of adequate Customer Service is optimal because there is no overtime in handling customers. From this research, it is necessary to propose to add Customer Service officers so that other officers can handle other work. Keywords: PT. Bank DKI, Customer Service, Customers

Item Type: Thesis (S1-Sarjana)
Call Number CD: FT/IND 19 047
NIM: 41617310130
Uncontrolled Keywords: PT. Bank DKI, Customer Service, Nasabah
Subjects: 600 Technology/Teknologi > 670 Manufacturing/Manufaktur, Pabrik-pabrik
600 Technology/Teknologi > 680 Manufacture For Specific Uses/Industri Pembuatan produk untuk penggunaan tertentu
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: Nasruddin Mansyur S.Hum
Date Deposited: 07 Nov 2020 05:55
Last Modified: 07 Nov 2020 05:55
URI: http://repository.mercubuana.ac.id/id/eprint/58016

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