Analisis persepsi nasabah hubungan britama terhadap tingkat pelayanan nasabah pada bank bri cabang jakarta jatinegara

Andree, Choky (2006) Analisis persepsi nasabah hubungan britama terhadap tingkat pelayanan nasabah pada bank bri cabang jakarta jatinegara. Masters thesis, Institut Pertanian Bogor.

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Abstract

The purposes of the study are (1) to identify attributes of customer service quality which get good appreciation from customers and which one not (2) to recommend customer service strategies to increase customer satisfaction. Data were obtained from 110 respondents who were registered as BritAma customer in BRI Jakarta Jatinegara. Data analysis includes customer perception analysis and cross tab analysis. The result of customer perception analysis shows that all attributes of service quality dimensions which are tangibles dimension, reliability dimension, responsiveness dimension, assurance dimension and empathy dimension give satisfaction to BritAma customers. Based on the result of cross tab analysis between respondent profile and customer perception toward customer service quality, most of respondent say that the performance of customer service quality in BRI already met customer need . Managerial implication to increase customer satisfaction are (1) improve quality and feature of BritAma, (2) give information when ATM broken and point out the nearest ATM place, (3) give special interest rate for special customer, (4) make comfortable and clean room, (5) guarantee that all transaction forms are available, (6) add working hours when transactions are busy, (7) give brochure and leaflet, (8) do personal selling, (9) do cross selling, (10) give prize for new BritAma customers, (11) make exhibition in shopping mall, (12) give incentive for employee who get customer that have big amount of money, (13) commitment of all employee to do customer service program, (14) add customer service employee, (15) develop and increase customer service standard, and (16) train the employee. However, BRI Jakarta Jatinegara should take a very serious attention to fix and increase customer service in order to achieve the saving target in 2006.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Bank BRI, Tabungan, Pelayanan, Service Quality, Tabulasi Silang.
Subjects: Manajemen Pemasaran
Depositing User: SB-IPB Library
Date Deposited: 30 Aug 2016 04:54
Last Modified: 30 Aug 2016 04:54
URI: http://repository.sb.ipb.ac.id/id/eprint/2590

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