Penerapan etika customer service di PT. Bank BRI Syariah Cabang Malang

Eliza, Nur (2017) Penerapan etika customer service di PT. Bank BRI Syariah Cabang Malang. Undergraduate thesis, Universitas Islam Negeri Maulana Malik Ibrahim.

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Abstract

INDONESIA:

Pentingnya etika customer service untuk mengatur perilaku atau tingkah laku customer service agar tidak melanggar norma-norma dan nilai-nilai yang berlaku. Diperusahaan. Penerapan etika yang baik dapat menguntungkan perusahaan dan nasabah. Etika di perbankan syariah sangat menarik untuk diteliti, karena untuk mengetahui apakah penerapan etika customer service di perbankan syariah sudah sesuai dengan prinsip syariah atau belum dan bagaimana penerapan etika customer service di PT. Bank BRI Syariah Cabang Malang itu sendiri. Penelitian ini mengunakan pendekatan kualitatif deskriptif. Objek penelitian di PT. Bank BRI Syariah Cabang Malang. Teknik analisis data menggunakan metode reduksi data, penyajian data dan menarik kesimpulan atau verifikasi. Hasil menunjukkan bahwa penerapan etika customer service di PT. Bank BRI Syariah Cabang Malang, untuk etika customer service dalam melayani nasabah tidak sesuai dengan teori, perbedaannya terletak dari cara penampilan dan pakaian di Bank BRI Syariah Cabang Malang dijadikan dalam satu standar etika. Dari beberapa aspek secara keseluruhan penerapan etika customer service di PT. Bank BRI Syariah Cabang Malang sesuai prinsip syariah dan sudah sesuai standar aturan perusahaan. Untuk kedepannya hanya perlu meningkatkan kembali penjelasan lebih mendalam mengenai akad nasabah di perbankan syariah.

ENGLISH:

The importance of customer service to set ethical behaviour or the behaviour of the customer service in order not to violate the norms and values that apply inside. The application off good ethics can benefit the company and the customer. Ethics in Islamic Banking is very interesting for researched, due to find out whether the application of ethics in Islamic Banking customer service is in compliance with the principles of shariah or not and how customer service ethic in implementations of PT Bank BRI Syariah Malang itself. This research use descriptive qualitative approach. The object of research in PT Bank BRI Syariah branches of Malang. Tecnique of data analysis using the method of data reduction, the presentation of the data and draw a clonclusion or verification. The result show that the application of the ethical customer service at PT Bank BRI Syariah Cabang Malang, for customer service ethics in serving the customer does not comply with the theory, the difference is the way the appearance and clothing at the Bank BRI Syariah Malang was formed in one’s ethical standards. Of same aspects of the overall implementation of the customer service ethic in PT Bank BRI Syariah Cabang Malang fits the principle of shariah and are already standard rules of the company. For the future only need to raise again the explanation of contract customers in Islamic Banking.

Item Type: Thesis (Undergraduate)
Supervisor: Aslamatis, Nihayatu
Keywords: Etika; customer service; perbankan syariah; Ethics; Customer Service; Islamic Banking
Departement: Fakultas Ekonomi > Jurusan Perbankan Syariah
Depositing User: Heni Kurnia Ningsih
Date Deposited: 20 Mar 2018 03:35
Last Modified: 20 Mar 2018 03:35
URI: http://etheses.uin-malang.ac.id/id/eprint/9573

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