STRATEGI KOMUNIKASI CUSTOMER SERVICE DI BANK MUAMALAT KCP KEMANG PRATAMA

Putri, Anggi Raiza (2024) STRATEGI KOMUNIKASI CUSTOMER SERVICE DI BANK MUAMALAT KCP KEMANG PRATAMA. Sarjana (S1) thesis, Universitas Islam 45.

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Abstract

Developments in the world of sharia banking have an impact on increasing
competition in the business world, both companies operating in the fields of
industry, trade, as well as services and finance. Therefore, every bank must continue
to improve services in the customer service division to achieve increased
performance as well. Every bank requires maximum customer service performance
in order to improve service. Customer service must be able to communicate well
and correctly so that customers can easily understand the information they want to
obtain and are satisfied with the service provided by customer service. Customer
service requires an appropriate communication strategy to make customers
comfortable and satisfied with the services provided, because customer satisfaction
will influence service improvements at a bank. This research aims to determine the
communication strategies used by customer service in forming service satisfaction
felt by Bank Muamalat KCP Kemang Pratama customers. This research uses
qualitative methods with data collection techniques, namely interviews, observation
and documentation. The results of this research are the use of communication
strategies by carrying out several aspects that make communication between
customer service and customers run well, including: Providing excellent service to
customers in the form of a friendly attitude, smiling, greeting, and always
communicating warmly with customers, serving customers. quickly and precisely,
and provide detailed information, serving customers with patience, calm, and
always respecting customers.
Keywords: Bank Muamalat, Customer Service, Service Satisfaction,
Communication Strategy

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