IMPLEMENTASI PELAYANAN PRIMA DENGAN KONSEP A6 DALAM UPAYA PENINGKATAN KUALITAS LAYANAN PADA KARYAWAN BAGIAN TELLER DAN CUSTOMER SERVICE PT. BANK DKI KLASTER WALIKOTA JAKARTA BARAT

IKHSAN, FEISAL (2024) IMPLEMENTASI PELAYANAN PRIMA DENGAN KONSEP A6 DALAM UPAYA PENINGKATAN KUALITAS LAYANAN PADA KARYAWAN BAGIAN TELLER DAN CUSTOMER SERVICE PT. BANK DKI KLASTER WALIKOTA JAKARTA BARAT. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study aims to examine and analyze the effect of the implementing service excellence with basic concept of A6 in an effort to improve service quality for teller and customer service employee at PT Bank DKI Cluster Mayor of West Jakarta. Using a saturated sample with a total of 66 employees, the analysis is quantitative using a questionnaire collection method. Structural Equation Model (SEM) – Partial Least Square (PLS) was used an analytical method and Smart-PLS was used as an analytical tool. The results of the study, Attitude, Attention, Action, Ability, Appearance, Accountability has a significant positive effect on Serive Quality Keywords: Attitude, Attention, Action, Ability, Appearance, Accountability, Service Quality Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh implementasi pelayanan prima dengan konsep dasar A6 dalam upaya peningkatan kualitas layanan pada karyawan bagian teller dan customer service PT Bank DKI Klaster Walikota Jakarta Barat. Menggunakan sample jenuh dengan jumlah 66 orang karyawan, analisis kuantitatif dengan metode pengumpulan kuesioner. Structural Equation Model (SEM) – Partial Least Square (PLS) digunakan sebagai metode analisis dan Smart – PLS digunakan sebagai alat analisis. Hasil penelitian, Sikap, Perhatian, Tindakan, Kemampuan, Penampilan dan Tanggung Jawab berpengaruh positif signifikan terhadap kualitas layanan, Kata Kunci: Sikap, Perhatian, Tindakan, Kemampuan, Penampilan, Tanggung Jawab, Kualitas Layanan

Item Type:	Thesis (S1)
Call Number CD:	FE/MJ. 24 026
Call Number:	SE/31/24/015
NIM/NIDN Creators:	43119120054
Uncontrolled Keywords:	Sikap, Perhatian, Tindakan, Kemampuan, Penampilan, Tanggung Jawab, Kualitas Layanan
Subjects:	000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 070 Documentary Media, Educational Media, News Media, Journalism, Publishing/Media Dokumenter, Media Pendidikan, Media Berita, Jurnalisme, Penerbitan > 070.1-070.9 Standard Subdivisions of Documentary Media, Educational Media, News Media, Journalism, Publishing/Subdivisi Standar Dari Media Dokumenter, Media Pendidikan, Media Berita, Jurnalisme, Penerbitan > 070.4 Journalism/Jurnalisme, Jurnalistik, Pers > 070.48 Journalism Directed to Special Groups/Jurnalistik Disutradarai oleh Kelompok Khusus > 070.486 Occupational and Employee Groups/Kelompok Kerja dan Karyawan 100 Philosophy and Psychology/Filsafat dan Psikologi > 170 Ethics, Moral Philosophy/Etika, Filsafat Moral 100 Philosophy and Psychology/Filsafat dan Psikologi > 170 Ethics, Moral Philosophy/Etika, Filsafat Moral > 171 Ethical Systems/Sistem Etika 100 Philosophy and Psychology/Filsafat dan Psikologi > 170 Ethics, Moral Philosophy/Etika, Filsafat Moral > 174 Occupational Ethics/Etika Jabatan, Etika Profesi > 174.1 Clergy/Etika Karyawan 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	khalimah
Date Deposited:	05 Feb 2024 08:03
Last Modified:	05 Feb 2024 08:03
URI:	http://repository.mercubuana.ac.id/id/eprint/85853

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