Implementasi standar pelayanan front liner pada PT. Panin Bank Syariah Tbk. Cabang Malang

Authar, Mohammad Nailul (2017) Implementasi standar pelayanan front liner pada PT. Panin Bank Syariah Tbk. Cabang Malang. Undergraduate thesis, Universitas Islam Negeri Maulana Malik Ibrahim.

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Abstract

INDONESIA:

Pertumbuhan sektor layanan jasa perbankan Dewasa ini semakin bersaing dengan maraknya layanan jasa pada lembaga keuangan banak maupun non bank yang beroperasi. Pelayanan menjadi faktor terpenting dalam menentukan kepuasaan nasabah. Dengan pelayanan yang baik, nasabah akan merasa keberadaannya diperhatikan. Pada penelitian ini, peneliti bertujuan untuk mengetahui bagaimana implementasi standar pelayanan fron liner.

Penelitian ini merupakan penelitian kualitatif dengan pendekatan diskrptif. Pengambilan data dilakukan dengan wawancara, observasi dan dokumentasi. Peneliti juga mewawancarai bagian customer service, teller, dan security, sedangkan metode analisis data penelitian ini menggunakan teori Miles dan Huberman yang diantaranya Reduksi data, penyajian data dan menarik kesimpulan.

Hasil penelitian menunjukkan bahwa implementasi standar pelayanan fron liner. Pada PT. Panin Bank Syariah Tbk Cabang Malang telah sesuai dengan standar yang diterapkan dan penerapan kualitas layan sudah sesuai dengan harapan nasabah baik dari segi pelayanan customer service, teller, security dan fasilitas yang ada pada PT. Panin Bank Syariah Tbk Cabang Malang. Sehingga nasabah sudah merasa dengan pelayanan yang diberikan.

ENGLISH:

Growth in banking services are increasingly competing with the rise of services to financial institutions and non banak operating banks. Services the most important factor in determining customer satisfaction. With good service, customers will feel its presence noticed. In this study, researchers aim to find out how the implementation of service standards fron liner.

This study is a qualitative research approach diskrptif. Data were collected by interview, observation and documentation. Researchers also interviewed a customer service, teller, and security, while the method of data analysis using the theory of Miles and Huberman which include data reduction, data presentation and draw conclusions.

The results showed that the implementation of service standards fron liner. At the PT. Islamic Bank Panin Tbk branch Malang in accordance with applicable standards and implementation of quality serviceability is in accordance with customer expectations in terms of both service customer service, teller, security and facilities that exist in PT. Islamic Bank Panin Tbk branch Malang. So that customers already feel with the services provided.

Item Type: Thesis (Undergraduate)
Supervisor: Khasanah, Umrotul
Keywords: Frontliner; Frontliner
Departement: Fakultas Ekonomi > Jurusan Perbankan Syariah (D3)
Depositing User: Imam Rohmanu
Date Deposited: 22 Mar 2017 11:29
Last Modified: 22 Mar 2017 11:29
URI: http://etheses.uin-malang.ac.id/id/eprint/5984

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