SKRIPSI PBS

ANALISIS MANAJEMEN PELAYANAN BANK SYARIAH MENGGUNAKAN PENDEKATAN CARTER TERHADAP KEPUASAN NASABAH BSI KCP KARANGANYAR PALUR 1

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ABSTRACT

Service Management is an important factor that must be considered by a
company because it is directly related to customers, so service management must
be carried out as well as possible to ensure customer satisfaction with the services
provided. This research aims to determine service management using the CARTER
approach to customer satisfaction at BSI KCP Karanganyar Palur 1.
This research method uses a qualitative method. There were 7 informants
in this study, namely 2 employees in positions as tellers and security who provided
direct service to customers and 5 customers of BSI KCP Karanganyar Palur 1. The
data sources used were primary and secondary. Data collection techniques use
interview, observation, and documentation techniques. There are 3 types of data
analysis techniques used in this research, namely data reduction, data presentation,
and conclusion.
The results of this research after conducting research, it is known that the
service management at BSI KCP Karanganyar Palur 1 by measuring using the
CARTER approach has been carried out very well in every dimension of the existing
CARTER approach such as the compliance dimension, assurance dimension,
reliability dimension, tangibles dimension, empathy dimension, and responsiveness
dimension, there are even service procedures in carrying out each dimension which
makes many customers feel satisfied with the service at BSI KCP Karanganyar
Palur 1. However, there are still a few complaints related to the reliability
dimension and tangibles dimension, namely poor service. fast and the space is a
little cramped, but this complaint can be fixed by BSI KCP Karanganyar Palur 1 at
a later date.
Keywords: Service Management, CARTER Approach, Customer Satisfaction

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Ketersediaan

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Informasi Detail

Judul Seri

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No. Panggil

2X6.1 MUH a 23

Penerbit

SUKOHARJO : Perbankan Syariah_UIN RM Said., 2023

Deskripsi Fisik

21 cm, 103 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

Muhammad Rizal Santosa

Versi lain/terkait

Lampiran Berkas

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