CUSTOMER RELATIONS DAN KEPUASAN NASABAH (Studi Tentang Pelayanan Customer Relations Terhadap Peningkatan Kepuasan Nasabah PT CommerceInvestment Merchant BankingNiaga, Tbk Cabang Solo 2009)

SARASWATI, ANINDYA (2009) CUSTOMER RELATIONS DAN KEPUASAN NASABAH (Studi Tentang Pelayanan Customer Relations Terhadap Peningkatan Kepuasan Nasabah PT CommerceInvestment Merchant BankingNiaga, Tbk Cabang Solo 2009). Other thesis, Universitas Sebelas Maret.

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    Abstract

    Banking is one of organizations that move in giving service for the people in a whole, comprehensively and integrated. The increasing number of competitors makes a bank formulate marketing strategy that always pay attention on the customers’ need and demand and also try to fulfill what is expected because in this case, the customers are the ones who point out what product of services they need. The aim of this research areto find out what factors that make customers willing to do banking transaction at PT. Bank CIMB Niaga, Tbk Solo, to know kind of services that being expected by customers to facilitate them in doing transaction, and also to reveal what kind of efforts that PT. Bank Niaga CIMB Niaga, Tbk Solo has to do to give high quality services that match with customers’ demand. The method of this research is qualitative descriptive. In collecting the data, the writer uses interview and observation technique. To test the data validation, the writer uses data triangulation. Based on the research, the writer found out that a lot of customers are satisfied in doing many banking transactions at PT. Bank CIMB Niaga, Tbk Solo. It is because some factors, they are : customer service and teller of Bank CIMB Niaga’s existence, dexterity, and velocity in dealing and responding the customers’ demand and also giving solution to the problem that customers have in dealing transaction, the existence of telephoning service that minimize customers’ difficulties in dealing banking transaction at Bank CIMB Niaga Solo. Kinds of services that expected by the customers to facilitate them to have transaction at PT. Bank CIMB Niaga, Tbk Solo among others: instruments in banking hall for example supplying many kinds of brochures about Bank CIMB Niaga’s product offers, the existence of complete writing equipment, sufficient dust bin, comfortable room with good lightning system, cleaning floor, comfortable room temperature and also the positioning of decoration plant that must be match with room condition, the service such as the available toilets, cash ornon-cash withdrawal service by using Automated Teller Machine (ATM). The effort that PT. Bank CIMB Niaga, Tbk Solo to give appropriate quality service to the customers among other: focus on customer, give training to the employees, make certain rules that make homogeneous vision and develop service quality, make certain division that handle benchmarking to other’s bank service and evaluate, supervise the employees’ service quality, make continue improvement as the need of customers’ demand.

    Item Type: Thesis (Other)
    Subjects: H Social Sciences > H Social Sciences (General)
    J Political Science > JA Political science (General)
    Divisions: Fakultas Ilmu Sosial dan Ilmu Politik
    Fakultas Ilmu Sosial dan Ilmu Politik > Ilmu Komunikasi
    Depositing User: Andika Setiawan
    Date Deposited: 22 Jul 2013 23:45
    Last Modified: 22 Jul 2013 23:45
    URI: https://eprints.uns.ac.id/id/eprint/8341

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