AFANDI, ACHMAD (2016) ANALISIS KINERJA CUSTOMER SERVICE PT. BANK SYARI’AH MANDIRI CABANG SURABAYA BOULEVARD DALAM MENGHADAPI MRI (MARKETING RISEARCH INDONESIA). Diploma thesis, STIE MAHARDHIKA SURABAYA.
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Abstract
The study, entitled The Performance Analysis of Customer Service PT. Bank Syariah Mandiri Surabaya Branch Boulevard Facing MRI (Marketing Risearch Indonesia) What was the performance of this customer service Islamic bank Mandiri Surabaya branch Boulevard in the face of MRI (Marketing Risearch Indonesia) and How readiness customer service Islamic bank Mandiri Surabaya branch Boulevard in the face MRI (Marketing Risearch Indonesia). This study uses descriptive qualitative research that is directed to provide the symptoms, facts or events systematically and accurately on the nature of the study and analyze the truth based on the data obtained. Data collection techniques using interview and observation techniques. Discussion analyzed through interviews and using interpretation (interpretation). Informants in this study amounted to 2, wherein all of the informants is SQO (Service Quality Officer) branches and Customer Service at PT. Bank Syariah Mandiri Surabaya Branch Boulevard. Results from the study that the impact of training on customer service Syari'ah Bank Mandiri Surabaya branch of a very large Boulevard, Making Training becomes a basic requirement where this training is directly proportional to kineja customer service. The more training is found, it will further improve customer service discipline in work. By carrying out these procedures, the Customer Service so that it can be used to fortify the Customer Service if there is a mistery shopper designated MRI visiting the branch. Conclusion Training is a basic requirement in improving the performance of customer service . A Customer Service More training is found, then the Customer service will be ready to face MRI ( Marketing Risearch Indonesia ) and cooperation among the front liners to carry out the procedure according to the SOP (standard operational procedures) . Furthermore advised to stay organized training with supervision so that it can further improve the performance of customer service
| Item Type: | Thesis (Diploma) |
|---|---|
| Uncontrolled Keywords: | fandiachmad1086@gmail.com |
| Subjects: | Manajemen |
| Divisions: | S1 Manajemen |
| Depositing User: | Unnamed user with email lib.stiemahardhika@gmail.com |
| Date Deposited: | 24 Oct 2018 03:52 |
| Last Modified: | 01 Feb 2023 09:50 |
| URI: | http://repository.stiemahardhika.ac.id/id/eprint/135 |
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