?url_ver=Z39.88-2004&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Adc&rft.title=JUDUL+INDONESIA+%3A+ANALISIS+KUALITAS+PELAYANAN+CUSTOMER+SERVICE+DALAM+MENINGKATKAN+CITRA+POSITIF+(Studi+Pada+BTN+Kantor+Cabang+Bandar+Lampung+)%0D%0A%0D%0AJUDUL+INGGRIS+%3A+ANALYZING+THE+QUALITY+SERVICE+of+CUSTOMER+SERVICE%0D%0AIN+IMPROVING+POSITIVE+IMAGE%0D%0A(Study+of+BTN+Office+Bandar+Lampung+Branch+)&rft.creator=DEBORA+MARGARETA+CORTADINOVA+TOBING%2C+0916031130&rft.subject=+&rft.description=ABSTRAK+INDONESIA+%0D%0A%0D%0APerbankan+adalalah+perusahaan+yang+bergerak+dibidang+jasa+dimana+setiap+perusahaan+jasa+harus+memberikan+pelayanan+yang+maksimal+kepada+nasabahnya%2C+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+%E2%80%93+88+Bandar+Lampung.+Perusahaan+tersebut+menangani+kemudahan+untuk+mendapatkan+rumah+melalui+kredit+perumahan+KPR+%E2%80%93+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%2C+observasi+dan+studi+pustaka%2C+sedangkan+teknik+analisis+data+menggunakan+reduksi%2C+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.%0D%0A%0D%0AABSTRAK+INGGRIS%0D%0A%0D%0ABanking+is+a+company+which+moving+in+service+area+where+each+of+every+service+firm+has+to+give+maximal+service+to+customers%2C+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%3F+Then%2C+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+%E2%80%93+88+street%2C+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%2C+book+study+and+observation%2C+while+data+analyze+technique+used+reduction%2C+verification+and+presentation.+The+Informant+was+BTN+customer+service+worker.+Then%2C+observation+and+interview+result+was+used+to+strength+the+research+result%2C+and+then+it+was+analyzed.%0D%0ABased+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.&rft.publisher=Fakultas+Ilmu+Sosial+dan+Ilmu+Politik&rft.date=2014-08-11&rft.type=Skripsi&rft.type=NonPeerReviewed&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F5080%2F1%2FABSTRAK.pdf&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F5080%2F2%2FABSTRACT.pdf&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F5080%2F3%2FCOVER%2520DALAM.pdf&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F5080%2F4%2FLEMBAR%2520PERSETUJUAN.pdf&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F5080%2F5%2FLEMBAR%2520PENGESAHAN.pdf&rft.format=text&rft.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