ANALISIS PELAYANAN PRIMA DARI PERSPEKTIF SIKAP KARYAWAN PADA BAGIAN BPKB DI PT. FIF GROUP CABANG LAMPUNG

Auliya , Agustin (2025) ANALISIS PELAYANAN PRIMA DARI PERSPEKTIF SIKAP KARYAWAN PADA BAGIAN BPKB DI PT. FIF GROUP CABANG LAMPUNG. [Composition]

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Abstract

Penelitian ini bertujuan untuk menganalisis pelayanan prima dari perspektif sikap karyawan pada bagian BPKB di PT. FIF GROUP Cabang Lampung. Latar belakang penelitian ini didasarkan pada pentingnya kualitas pelayanan dalam menciptakan kepuasan dan loyalitas pelanggan, terutama dalam industri pembiayaan kendaraan bermotor yang sangat kompetitif. Metode yang digunakan adalah pendekatan kualitatif dengan teknik pengumpulan data melalui observasi, wawancara, dan dokumentasi. Hasil penelitian menunjukkan bahwa karyawan bagian BPKB telah menerapkan prinsip-prinsip pelayanan prima berdasarkan teori 6A (Attitude, Ability, Appearance, Attention, Action, dan Accountability). Karyawan menunjukkan sikap ramah, profesional, dan tanggap dalam memberikan pelayanan, serta memiliki tanggung jawab tinggi dalam menyelesaikan proses pelayanan secara menyeluruh. Penelitian ini menyimpulkan bahwa sikap karyawan memiliki peran strategis dalam membangun kepercayaan dan kepuasan pelanggan serta meningkatkan reputasi perusahaan. Kata Kunci: Pelayanan prima, sikap karyawan, BPKB. This study aims to analyze excellent service from the perspective of employee attitudes in the BPKB division at PT. FIF GROUP Lampung Branch. The research is grounded in the importance of service quality in building customer satisfaction and loyalty, particularly in the highly competitive vehicle financing industry. This qualitative study utilized data collection techniques such as observation, interviews, and documentation. The results indicate that BPKB staff have implemented the principles of excellent service based on the 6A theory (Attitude, Ability, Appearance, Attention, Action, and Accountability). Employees displayed friendly, professional, and responsive behavior in delivering service and showed strong accountability in ensuring thorough service processes. The study concludes that employee attitudes play a strategic role in building customer trust and satisfaction while enhancing the company's reputation. Keywords: Excellent service, employee attitude, BPKB.

Item Type: Composition
Subjects: ?? 351 ??
Divisions: ?? d3_sekretari ??
Depositing User: UPT . Siswanti
Date Deposited: 18 Nov 2025 03:12
Last Modified: 18 Nov 2025 03:12
URI: http://digilib.unila.ac.id/id/eprint/93527

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