DEBORA MARGARETA CORTADINOVA TOBING, 0916031130 (2014) ANALISIS KUALITAS PELAYANAN CUSTOMER SERVICE DALAM MENINGKATKAN CITRA POSITIF (Studi Pada BTN Kantor Cabang Bandar Lampung). UNIVERSITAS LAMPUNG.
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Abstract
Perbankan adalalah perusahaan yang bergerak dibidang jasa dimana setiap perusahaan jasa harus memberikan pelayanan yang maksimal kepada nasabahnya, sebab persaingan antar bank untuk menghimpun dana masyarakat berkaitan erat dengan peranan petugas customer service. Customer service menjadi jembatan untuk mempererat hubungan dengan pihak luar perusahaan. Kualitas pelayanan yang disertai dengan hubungan baik yang terjalin oleh seorang customer service akan turut menciptakan citra positif. Rumusan masalah pada penelitian ini adalah bagaimana kualitas pelayanan customer service dalam meningkatkan citra positif BTN. Kemudian tujuan dari penelitian ini adalah untuk mengetahui bagaimana kualitas pelayanan customer service dalam meningkatkan citra positif. Lokasi penelitian di BTN Kantor Cabang Bandar Lampung yang berlokasi di Jalan Wolter Mongonsidi No. 80 – 88 Bandar Lampung. Perusahaan tersebut menangani kemudahan untuk mendapatkan rumah melalui kredit perumahan KPR – BTN. Teori yang digunakan adalah teori komunikasi antar pribadi (antar personal) dari Joseph A.Devito serta ukuran kualitas pelayanan menurut Supranto berdasarkan teori Valarie A Zeithaml. Metode dalam penelitian menggunakan penelitian kualitatif. Teknik pengumpulan data menggunakan teknik wawancara, observasi dan studi pustaka, sedangkan teknik analisis data menggunakan reduksi, penyajian dan verifikasi. Informan yang diteliti adalah petugas customer service BTN. Kemudian hasil wawancara dan observasi digunakan untuk memperkuat hasil penelitian yang kemudian dianalisis. Berdasarkan hasil penelitian dengan customer service BTN mengenai lima ukuran kualitas pelayanan disimpulkan bahwa empat dari lima ukuran kualitas pelayanan sudah berlangsung sesuai dengan teori dan SOP seperti yang telah diuraikan pada bagian pembahasan. Terdapat lima wujud real sebuah citra positif yang telah dilakukan oleh BTN yang dapat di lihat dan dirasakan oleh pihak luar. Banking is a company which moving in service area where each of every service firm has to give maximal service to customers, because the emulation of usher bank in mustering fund from the society is interconnected with the role of customer service worker. Customer service becomes a bridge to tighten the link with outside party company. Quality of service which joined with a good relation that intertwined by a customer service will create positive image. Research problem at this research is how does quality service of customer service in improving BTN image? Then, the goal of this research is to know how does quality service of customer service in improving positive image. Location of this research was at BTN office of Bandar Lampung branch which have location in Wolter Mongonsidi No. 80 – 88 street, Bandar Lampung. This company handle the amenity to get house through housing credit KPR - BTN. The theory which used in this research is usher person communication theory (personal usher) from Joseph A.Devito and also size of quality service according to Supranto based on Valarie A Zeithaml theory. The Method in this research used qualitative research. The data collecting technique in this research used interview technique, book study and observation, while data analyze technique used reduction, verification and presentation. The Informant was BTN customer service worker. Then, observation and interview result was used to strength the research result, and then it was analyzed. Based on the research result by BTN customer service about five size of quality service concluded that four from five size of quality service have appropriate to the theory and SOP such have been elaborated in solution shares. There are five existing real of a positive image which have been done by BTN which can be seen and felt by outside party.
| Item Type: | Other |
|---|---|
| Subjects: | A General Works = Karya Karya Umum A General Works = Karya Karya Umum > Karya Karya Umum = 000 |
| Divisions: | Fakultas ISIP > Prodi Komunikasi |
| Depositing User: | 732367 . Digilib |
| Date Deposited: | 19 Aug 2014 04:51 |
| Last Modified: | 19 Aug 2014 04:51 |
| URI: | http://digilib.unila.ac.id/id/eprint/2782 |
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