STRATEGI UNTUK MENINGKATKAN KUALITAS PELAYANAN FRONTLINER PADA PT. BANK RAKYAT INDONESIA (BRI) SYARIAH KANTOR CABANG PURWOKERTO

BETRIA RAHAYU MUDIYANI, NIM: 1423204009 (2017) STRATEGI UNTUK MENINGKATKAN KUALITAS PELAYANAN FRONTLINER PADA PT. BANK RAKYAT INDONESIA (BRI) SYARIAH KANTOR CABANG PURWOKERTO. Diploma thesis, IAIN PURWOKERTO.

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BETRIA RAHAYU MUDIYANI_STRATEGI UNTUK MENINGKATKAN KUALITAS PELAYANAN FRONTLINER PADA PT. BANK RAKYAT INDONESIA (BRI) SYA~2.pdf

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Abstract

Every company who is working on the field of services, competiting supremacy often being strived in the form of good services, especially of frontliners. In order to accomplish the main duties by doing a good work, the frontliner should be trained by abilities and skills which are used to service the customer which is about basic services the customers that are being services will be satisfied, since they will be the leading part of giving the good services to the customer will be satisfied and feel to be a loyal customer. The issues raised in this research is how the strategy implemented by BRI Syariah Purwokerto Branch Office to enhancing frontliners services quality. This research had been done by using descriptive research. By describing the strategies to enhancing frontliners services quality at BRI Syariah Purwokerto Branch Office. Then the author analyze by using the material and reference books, interviews, observations, and documentation that the author has got. From the result of this research, the strategy that had been applied of BRI Syariah Purwokerto Branch Office to enhancing frontliners services quality is by holding training in the form of role play, conducting online test in the form of product knowledge test, and sharing every division of the operational section every Wednesday. There are five dimensions that had been applied to enhancing frontliners services quality of BRI Syariah Purwokerto Branch Office is Tangibility Dimension, Assurance, Reliability, Responsiveness, and Empathy

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Strategy, Frontliners Services Quality, BRI Syariah Purwokerto Branch Office
Subjects: 2x4. Fiqih > 2x4.2 Muamalah > 2x4.27 Bank (BMT)
600 Technology (Applied sciences) > 650 Management and auxiliary services > 651 Office services
Divisions: Fakultas Ekonomi dan Bisnis Islam > Manajemen Perbankan Syariah
Depositing User: Aris Administrator Perpustakaan IAIN Purwokerto
Date Deposited: 16 Oct 2017 08:08
Last Modified: 16 Oct 2017 08:08
URI: http://repository.iainpurwokerto.ac.id/id/eprint/3175

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