PENERAPAN SERVICE EXCELLENT PADA BANK SYARIAH MANDIRI CABANG PEMBANTU TEMANGGUNG DITINJAU DARI KEPUASAN NASABAH (THE IMPLEMENTATION OF SERVICE EXCELLENT ON BANK SYARIAH MANDIRI BRANCH OF TEMANGGUNG CONSIDERED FROM CUSTOMERS’ SATISFACTION)

INA AYU HABIBAH, NIM 1423204063 (2017) PENERAPAN SERVICE EXCELLENT PADA BANK SYARIAH MANDIRI CABANG PEMBANTU TEMANGGUNG DITINJAU DARI KEPUASAN NASABAH (THE IMPLEMENTATION OF SERVICE EXCELLENT ON BANK SYARIAH MANDIRI BRANCH OF TEMANGGUNG CONSIDERED FROM CUSTOMERS’ SATISFACTION). Diploma thesis, IAIN Purwokerto.

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Abstract

Any company that engaged in services, of course they are not be able to separate from the attitude of serving their customers. Companies must be able to give service excellent to their customers so that they do not run away and move to another company. The meaning of primary service is a maximal service or the best service, and it is the factor of success in a companies. In banking, frontliner officers are required to be able to give services excellent and must be able to provide satisfaction to their customers. Although frontliner officers have maximized the services, there are still less satisfied customers toward inadequate facilities. Therefore, every banking must have a way of how to solve what the dissatisfaction of customers is. This research is a research using qualitative method with descriptive analysis. While the object of this research is the application of service excellent. Here researchergo directly to the field to do observations, interviews and documentation of the data that researcher need to know how the application of prime services in Bank Syariah Mandiri Branch Temanggung. The result of this research is that the application of service excellent in Bank Syariah Mandiri Branch Temanggung with the theory in principle is the same, but it also does not avoid the error in the system, this is proven in SERVQUAL dimension, those are (1) Dimension tangibles (physical evidence) 48.48% were dissatisfied and 51.52% were satisfied. (2) Reliability dimension (reliability) of 3.03% felt dissatisfied and 96.97% were satisfied. (3) Dimension responsiveness (responsiveness) all felt satisfied. (4) Assurance dimension of 3.03% were dissatisfied and 96.97% were satisfied. (5) Empathy dimension (empathy) of 3.03% felt dissatisfied and 96.97% felt satisfied.

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