PERANAN CUSTOMER SERVICE DALAM MANAJEMEN KOMPLAIN (Studi Kasus di BNI Syariah KC Purwokerto Banyumas)

Miefta, Syafira Devi (2019) PERANAN CUSTOMER SERVICE DALAM MANAJEMEN KOMPLAIN (Studi Kasus di BNI Syariah KC Purwokerto Banyumas). Diploma thesis, IAIN Purwokerto.

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Abstract

The purpose of this study was conducted to find out how the role of customer service in management complaints at BNI Syariah KC Purwokerto. The many facilities offered by BNI Syariah KC Purwokerto make customers interested in using the facility's services, but it is not uncommon for customers to find difficulties when using the facilities obtained. One of them is failure in the transaction which results in a debit balance when making a withdrawal or transfer. Customers who experience something like this of course will make a complaint to the Bank. This complaint service will certainly be handled by a customer service who plays an important role in serving customer complaints. This research is a field reaserch, which is by conducting research directly conducted at the research location to make observations about phenomena in a scientific setting. Collecting research data using observation, interviews and documentation, while the method of analysis is descriptive qualitative. The results of the study show that customer service has an important role in managing complaints from customers because customer service is an intermediary between the Bank and customers, customer service also plays an important role in maintaining customer emotions so that these customers remain loyal customers. In addition, the advantages and disadvantages of customer service at BNI Syariah KC Purwokerto also greatly affect the image of the Bank, but there are no shortcomings in the research that can affect the image of BNI Syariah KC Purwokerto in the eyes of the public.

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