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primary topic: http://digilib.unila.ac.id/id/eprint/5080

http://digilib.unila.ac.id/id/eprint/5080
type: Article
title: JUDUL INDONESIA : ANALISIS KUALITAS PELAYANAN CUSTOMER SERVICE DALAM MENINGKATKAN CITRA POSITIF (Studi Pada BTN Kantor Cabang Bandar Lampung ) JUDUL INGGRIS : ANALYZING THE QUALITY SERVICE of CUSTOMER SERVICE IN IMPROVING POSITIVE IMAGE (Study of BTN Office Bandar Lampung Branch )
abstract: ABSTRAK INDONESIA 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. ABSTRAK INGGRIS Banking is a company which m…
date: 2014-08-11
status: published
author list: authors
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type: OtherEPrint
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Fakultas Ilmu Sosial dan Ilmu Politik
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0916031130 DEBORA MARGARETA CORTADINOVA TOBING
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