PRAHESTI, ANGGITA NOVIA PUTRI (2023) STRATEGI KOMUNIKASI PT BANK CENTRAL ASIA TBK KCP TAMAN PERMATA BUANA DALAM MENINGKATKAN BANKING SERVICE QUALITY (BSQ) (Aktivitas Frontliner pada Kualitas Pelayanan). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
In public relations, one of his jobs is managing customer relationships that empower efficient and effective development and execution of customerfocused strategies. The development of service quality is something that must be taken into account by companies or organizations. One of the banks that implements quality service, namely Bank BCA KCP Taman Permata Buana with a Smile, Sapa, Salam is a slogan for frontliners because it is very important to practice during working hours. This study aims to determine the communication strategy carried out by PT Bank Central Asia Tbk in maintaining and improving Banking Service Quality (BSQ) at BCA Taman Permata Buana Sub-Branch Office. This research uses a Qualitative Research approach. The subjects of this study were Head Officer, Mrs. Siti Windatiningrum, Customer Service Officer, Desya Putri Ramadhanti, Teller, Wirantika Anggraeni, Security, Andriansyah. The data collection used in this study is primary data and secondary data. The stages of activity in data analysis are: data reduction, data presentation and conclusions. The results showed that the communication strategy of KCP Taman Permata Buana was implemented with the planning of BCA KCP Taman Permata Buana to improve the quality of service to customers and to get customer satisfaction in terms of infrastructure (physical aspects) and intangible assets. The physical aspect of the bank is in the form of the location and condition of the bank itself, the physical aspect includes room comfort, banking hall equipment, toilets, ATMs, and parking locations, IT devices, network speed and service speed. The implementation of BCA KCP Taman Permata Buana Frontliner Communication Strategy in Improving Service Quality through Banking Service Quality (BSQ), namely) improving the attitude of its officers in providing services to customers. Always smile every time you communicate with customers. Keywords: Strategy, Communication, BCA KCP Taman Permata Buana Dalam humas salah satu perkerjaanya adalah mengelola hubungan dengan pelanggan yang memberdayakan pekembangan dan pelaksanaan strategi yang efisien dan efektif yang berfokus dengan pelanggan. Perkembangan kualitas layanan menjadi hal yang harus di perhitungkan oleh perusahan atau organisasi..Salah satu Bank yang menerapkan kualitas pelayanan, yakni Bank BCA KCP Taman Permata Buana dengan Senyum, Sapa, Salam menjadi slogan untuk frontliner karena sangat penting di praktekan pada saat jam kerja berlangsung. Adapun penelitian ini bertujuan untuk untuk mengetahui strategi komunikasi yang dilakukan PT Bank Central Asia Tbk dalam mempertahankan juga meningkatkan Banking Service Quality (BSQ) pada BCA Kantor Cabang Pembantu Taman Permata Buana. Penelitian ini menggunakan pendekatan Penelitian Kualitatif. Subjek pada penelitian ini adalah Head Officer, Ibu Siti Windatiningrum, Customer Service Officer, Desya Putri Ramadhanti, Teller, Wirantika Anggraeni, Security, Andriansyah Pengumpulan data yang digunakan dalam penelitian ini adalah data primer dan data sekunder. Tahap-tahap aktivitas dalam analisis data yaitu : reduksi data, penyajian data dan penarikan kesimpulan. Hasil penelitian menunjukan bahwa strategi komunikasi KCP Taman Permata Buana diterapkan dengan perencanaan BCA KCP Taman Permata Buana untuk meningkatkan kualitas layanan terhadap nasabah dan untuk mendapatkan kepuasan nasabah dilihat dari infrastruktur (aspek fisik) dan intangible assets. Wujud aspek fisik dari bank yaitu berupa lokasi dan keadaan bank itu sendiri, aspek fisik meliputi kenyamanan ruangan, peralatan banking hall, toilet, ATM, dan lokasi parkiran, perangkat-perangkat IT, kecepatan jaringan dan kecepatan layanan. Pelaksanaan Strategi Komunikasi Frontliner BCA KCP Taman Permata Buana Dalam Meningkatkan Kualitas Layanan melalui Banking Service Quality (BSQ) yaitu meningkatkan sikap petugasnya dalam memberikan pelayanan kepada nasabah. Selalu tersenyum setiap akan melakukan komunikasi dengan nasabah. Kata kunci: Strategi, Komunikasi, Kualitas, Pelayanan
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FK/PR. 23 144 |
| NIM/NIDN Creators: | 44218120105 |
| Uncontrolled Keywords: | Strategi, Komunikasi, Kualitas, Pelayanan |
| Subjects: | 700 Arts/Seni, Seni Rupa, Kesenian > 780 Music/Seni Musik > 780.1-780.9 Standard Subdivisions of Music/Subdivisi Standar Dari Seni Musik > 780.1 Philosophy of Music/Filsafat Seni Musik > 780.14 Language and Communication/Bahasa dan Komunikasi 700 Arts/Seni, Seni Rupa, Kesenian > 790 Recreational and Performing Arts/Olah Raga dan Seni Pertunjukan > 794 Indoor Games of Skill/Permainan Ketangkasan dalam Ruangan > 794.1 Chess/Catur > 794.12 Strategy and Tactics/Strategi |
| Divisions: | Fakultas Ilmu Komunikasi > Hubungan Masyarakat |
| Depositing User: | CALVIN PRASETYO |
| Date Deposited: | 21 Oct 2023 03:54 |
| Last Modified: | 21 Oct 2023 03:54 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/83014 |
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