SKRIPSI PBS

RESPONS PENGGUNA TWITTER TERHADAP KUALITASLAYANANBANK SYARIAHINDONESIA

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ABSTRACTThis research is motivated by the growing use of social media as a place for customersto connect directly with a banking company. In connection with this, a bankingcompany is required to continue to improve optimal services in providing services toits customers. This effort is carried out to provide services in the form of up-to-dateinformation, complaint facilities and handle customer complaints quickly andresponsively. This study aims to determine customer responses to the quality of serviceprovided by Bank Syariah Indonesia on the Twitter platform. These responses can beused as a reference for companies to improve and improve the quality of bankingservices in order to meet the expectations and needs of customers.This research method uses a qualitative approach with descriptive methods, by placing4 Twitter users, especially those who are customers of Bank Syariah Indonesia as theobject of research. The data collection method in this study used semi-structuredinterviews and documentation. The stages of data analysis include data collection, datareduction and drawing conclusions based on the results of the discussion.The research results related to the response of twitter users to the excellent service ofBank Syariah Indonesia refers to 5 indicators of e-service quality which include: directevidence (tangible) – System Quality (System Quality), reliability (reliability),responsiveness (responsiveness), assurance (security) and empathy (empathy) -(Convenience). It can be concluded that most of the customers who became informantsin this study gave the same response, namely a good or positive response, and 1 (one)of each indicator of direct evidence (tangible) – System Quality (System Quality) andreliability (reliability). Likewise, customer responses to the overall quality of serviceprovided by Bank Syariah Indonesia received a positive response from 2 informantswith information on the services provided exceeding their expectations and 2informants responding simply with information on the services provided being the sameas their expectations.Keywords: Response, E-Service Quality, Twitter

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Ketersediaan

Tidak ada salinan data

Informasi Detail

Judul Seri

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No. Panggil

2X6.1 ROS s 23

Penerbit

SUKOHARJO : Perbankan Syariah_UIN RM Said., 2023

Deskripsi Fisik

21 cm, 96 halaman

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

2X6.1

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

Perbankan Syariah

Info Detail Spesifik

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Pernyataan Tanggungjawab

Rosaliana Sari

Versi lain/terkait

Lampiran Berkas

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