Analisis terhadap Kualitas Service Excellence dalam Meningkatkan Kinerja PT. Bank Rakyat Indonesia (Persero) Tbk Kantor Cabang Kramat Jati

Zebua, Gabriela Trixien (2022) Analisis terhadap Kualitas Service Excellence dalam Meningkatkan Kinerja PT. Bank Rakyat Indonesia (Persero) Tbk Kantor Cabang Kramat Jati. D3 thesis, Universitas Kristen Indonesia.

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Abstract

Service excellence merupakan suatu upaya dalam melayani atau memenuhi kebutuhan orang lain. Service excellence juga dipandang sebagai suatu kegiatan dimana terjadi sebuah interaksi antara konsumen dengan karyawan dikarenakan adanya pemberian pelayanan yang bertujuan untuk memecahkan permasalahan yang ada pada konsumen. Jika sebuah jasa yang diterima sesuai dengan apa yang diharapkan atau bahkan melampaui dari yang diharapkan maka kualitas dan citra sebuah jasa tersebut dianggap baik dan memuaskan. Penelitian ini diarahkan untuk menjawab tujuan penelitian yaitu untuk mengetahui kualitas service excellence dalam terhadap kinerja PT. Bank Rakyat Indonesia Kantor Cabang Kramat jati yang dapat dinilai dari indikator tangibles, empahty, responssiveness, reliabilty, dan assurance serta kualitas service excellence juga dinilai melalui indikator peningkatan jumlah nasabah Dana pihak ketiga dalam kurun waktu 5 tahun.Pengumpulan data yang digunakan dalam penulisan ini berupa riset kepustakaan dan riset lapangan berupa metode wawancara dan observasi. Hasil dari penulisan ini menunjukkan bahwa service excellence dalam meningkatkan kinerja PT. Bank BRI Kramat Jati sudah cukup baik dan maksimal terlebih dari segi penampilan para karyawan saat sedang berinterksi (tangible), adanya rasa kenyamanan dan kepercayaan saat bertransaksi (assurance) serta sanggup memberikan tanggapan yang tepat dan cepat kepada para pelanggan (Responsiens). Selanjutnya terjadi peningkatan jumlah pelanggan tabungan, giro, dan deposito setiap tahunnya yang menunjukkan kualitas service excellence pada PT. Bank BRI Kramat Jati sangat baik dan mendapat kepercayaan yang tinggi dari nasabah. Namun PT. Bank BRI Kramat Jati perlu melakukan pelatihan bagi para karyawan untuk meningkatkan pelayanan yang prima bagi nasabah serta perlu memperhatikan saran dan prasarana bagi nasabah dan meningkatkan penjualan dari produk Tabungan, Deposit dan Giro untuk meningkatkan jumlah nasabah. Kata kunci: Kualitas, Service Excellence, Kinerja, PT. BRI Kramat Jati, IMK, xii Universitas Kristen Indonesia. / Service excellence is an effort to serve or meet the needs of others. Service excellence is also seen as an activity where there is an interaction between consumers and employees due tothe provision of services that aim to solve problems that exist in consumers. If a service received is in accordance with what is expected or even exceeds what is expected, the quality and image of a service is considered good and satisfactory. This research is directed to answer the purpose of the study, namely to determine the quality of service excellence in the performance of PT. Bank BRI Kramat Jati which can be assessed from indicators of tangibles, empahty, responssiveness, reliabilty, and assurance as well as excellence service quality is also assessed through indicators of increasing the number of customers of Dana third parties within 5 years. The data collection used in this writing is in the form of literature research and field research in the form of interview and observation methods. The results of this writing show that service excellence in improving the performance of PT. Bank BRI Kramat Jati is quite good and maximum, especially in terms of the appearance of employees when they are interacting (tangible), there is a sense of comfort and trust when transacting (assurance) and is able to provide appropriate and fast responses to customers (Responsiens). Furthermore, there is an increase in the number of savings, current accounts, and time deposit customers every year which shows the quality of service excellence at PT. Bank BRI Kramat Jati is very good and has high trust from customers. But PT. Bank BRI Kramat Jati needs to conduct training for employees to improve excellence service for customers and needs to pay attention to advice and infrastructure for customers and increase sales of Savings, Deposits and Current Accounts products to increase the number of customers. ARTA 199 Keywords: Quality, service excellence, performance, PT.BRI Kramat Jati

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