Electronic Theses and Dissertation

Strategi pelayanan frontliner dalam meningkatkan kepuasan nasabah pada PT. Bank Aceh Cabang Banda Aceh mencakup pelayanan teller dan pelayanan customer service yang telah ditetapkan dan disesuaikan dengan standar pelayanan bank dan kebutuhan nasabah. Pelayanan tersebut diterapkan melalui lima strategi yaitu relationship marketing, superior customer service, unconditional guarantees, penanganan keluhan nasabah secara efisien dan peningkatan kinerja sember daya perusahaan dalam melayani nasabah.
Etika pelayanan yang diterapkan terhadap nasabah pada PT. Bank Aceh Cabang Banda Aceh yaitu etika yang baik, bermoral sesuai standar operasional pelayanan bank yang dilayani oleh reseptionis, sallesman, customer relation officer dan comunikator untuk melayani dan mengayomi serta menyelesaikan permasalah atau keluhan setiap nasabah.
Kualitas pelayanan pada PT. Bank Aceh Cabang Banda Aceh sudah baik sesuai standar operasional pelayanan konsumen di sektor perbankan dalam mewujudkan kepuasan nasabah. Pelayanan yang diberikan oleh bank menganut prinsip-prinsip yaitu menjadikan pelayanan sebagai ibadah, mendahulukan kepentingan nasabah, memberi pengertian kepada nasaba, mengutamakan kebahagiaan serta kenyamanan nasabah, menghargai nasabah sebagai tamu atau saudara, dan menunjukkan rasa empati yang mendalam terhadap setiap nasabah yang dating ke bank tersebut.

Frontliner service strategy in increasing customer satisfaction at PT. Bank Aceh Banda Aceh Branch includes teller services and customer service services that have been determined and adapted to bank service standards and customer needs. The service is implemented through five strategies, namely relationship marketing, superior customer service, unconditional guarantees, handling customer complaints efficiently and improving the performance of company resources in serving customers. Service ethics applied to customers at PT. Bank Aceh Banda Aceh Branch, namely good ethics, morals according to operational standards of bank services served by receptionists, salesmen, customer relations officers and communicators to serve and protect and resolve problems or complaints of each customer. Quality of service at PT. Bank Aceh Banda Aceh Branch is already good according to operational standards of customer service in the banking sector in realizing customer satisfaction. The services provided by the bank adhere to the principles of making service as worship, putting customer interests first, giving understanding to customers, prioritizing customer happiness and comfort, respecting customers as guests or relatives, and showing a deep sense of empathy for every customer who comes to the bank. the.