PELAYANAN CUSTOMER SERVICE DALAM MENINGKATKAN KEPUASAN NASABAH PT. BPR PEMBANGUNAN KERINCI

Azela Dwi Putri

Abstract

This study aims to determine how customer service in increasing customer satisfaction at PT. BPR Pembangunan Kerinci. This research methodology uses a qualitative research approach and uses primary and secondary data. data collection methods in this study by interview, observation, and documentation. Then, data processing and analysis techniques are carried out by triangulation which includes: method triangulation, data source triangulation and theory triangulation. The variables studied are according to the opinion of Parasuraman, Valerie A. Zeithaml (2001: 26) which is known as the ServQual (Service Quality) concept which is based on the five dimensions that determine service quality, namely Tangible, Reability, Responsiveness, Emphaty, and Assurance. Based on the results of research that has been done on the research indicators above, it can be concluded that customer service in increasing customer satisfaction is quite good. The efforts made by customer service for services provided to customers can be seen by their desire to continue to use the services of PT. BPR Pembangunan Kerinci can be shown from their satisfaction with the services that have been provided. The creation of customer satisfaction shows the attitude of the customer towards PT. BPR Pembangunan Kerinci. However, there are several indicators that have not worked according to customer desires, including friendliness, communication and appearance and equipment that must be improved.