LINGGA, MAYRISCA AVELIO (2022) STRATEGI CUSTOMER RELATIONS BANK CAPITAL CABANG WISMA KODEL KUNINGAN JAKARTA DALAM MENINGKATKAN KUALITAS PELAYANAN UNTUK MEMBANTU NASABAH DALAM BERTRANSAKSI. S1 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
Penelitian ini dilatarbelakangi oleh pandemi Covid -19 yang mempengaruhi banyak sektor perusahaan salah satunya sektor perbankan sehingga setiap perusahaan dituntut harus memiliki strategi dalam bertahan di masa pndemi Covid – 19. Tujuan dari penelitian ini adalah untuk mengetahui apa strategi customer relations Bank Capital Cabang Wisma Kodel Kuningan Jakarta dalam meningkatkan kualitas layanan untuk membantu nasabah dalam bertransaksi. Dalam penelitian ini, peneliti menggunakan konsep 4R dari Rangkuti, yaitu : membangun customer relationship, menciptakan customer retentention, menghasilkan customer referrals, memperoleh customer recovery. Hasil dari penelitian ini adalah strategi yang dilakukan oleh Bank Capital Cabang Wisma Kodel Kuningan Jakarta dalam meningkatkan kualitas layanan untuk membantu nasabah dalam bertransaksi berdasarkan hasil dari wawancara dari para narasumber yang telah dipilih. Dari penelitian ini, dapat disimpulkan bahwa dalam menjalankan strategi customer relations dibutuhkan konsep 4R (membangun customer relationship, menciptakan customer retentention, menghasilkan customer referrals, memperoleh customer recovery) dalam pelaksanaannya agar strategi customer relations berjalan dengan baik dan dapat meningkatkan kualitas pelayanan untuk membantu nasabah dalam bertransaksi. company sectors, one of which is the banking sector so that every company is required to have a strategy in surviving the Covid-19 pandemic. The purpose of this research is to find out what the customer relations strategy of Bank Capital Branch Wisma Kodel Kuningan Jakarta in improving service quality to assist customers in transacting. In this study, researchers used the 4R concept from Rangkuti, namely: building customer relationships, creating customer retention, generating customer referrals, obtaining customer recovery. The result of this study is the strategy adopted by Bank Capital Branch Wisma Kodel Kuningan Jakarta in improving service quality to assist customers in transactions based on the results of interviews from selected sources. From this study, it can be concluded that in carrying out the customer relations strategy the 4R concept (building customer relationships, creating customer retention, generating customer referrals, obtaining customer recovery) is needed in its implementation so that the customer relations strategy runs well and can improve service quality to assist customers in transact.
| Item Type: | Thesis (S1) |
|---|---|
| NIM/NIDN Creators: | 44218110102 |
| Uncontrolled Keywords: | Strategi Customer Relations, Bank Capital, Nasabah,Customer Relations Strategy, Bank Capital, Customers |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 659 Advertising and Public Relations/Periklanan, Reklame, Pariwara, Iklan, Sponsor, Humas, Hubungan Masyarakat > 659.2 Public Relations/Hubungan Masyarakat |
| Divisions: | Fakultas Ilmu Komunikasi > Hubungan Masyarakat |
| Depositing User: | Priyo Raharjo |
| Date Deposited: | 10 Sep 2022 04:14 |
| Last Modified: | 14 Sep 2022 06:40 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/68949 |
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