KALBISIANA Jurnal Sains, Bisnis dan Teknologi
Vol. 8 No. 3 (2022): Kalbisiana

Strategi Komunikasi Customer Service Officer Bank Central Asia KCU Kelapa Gading Dalam Meningkatkan Nilai Branch Service Quality

Stevany (Institut Teknologi dan Bisnis Kalbis)
Satya Candrasari (Institut Teknologi dan Bisnis Kalbis)

Article Info

Publish Date
03 Oct 2022

Abstract

Banking competition is getting tighter so that each bank focuses on service communication strategies to provide good service for customers. In this case study, PT Bank Central Asia Tbk KCU Kelapa Gading has an annual service quality assessment. In 2018-2019, the value of branch service quality decreased. This research uses communication strategy theory with qualitative methodology and descriptive case studies. Data were obtained by using observation techniques, in-depth interviews with informants from PT Bank Central Asia, Tbk KCU Kelapa Gading, literature studies, and documentation studies. The results of this research discuss customer service communication strategies in serving customers which include how to deliver messages, selection of communication media, methods of delivering messages and grouping customer categories. From the implementation of this communication strategy, customer service can get a value of 5 (very satisfied). Suggestions from the research are expected to maintain a very satisfied value and improve facilities at the branch.

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Journal Info
KALBISIANA Jurnal Sains, Bisnis dan Teknologi
Website

Abbrev

kalbisiana

Publisher

UNIVERSITAS KALBIS

Subject

Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Social Sciences

Description

KALBISIANA Jurnal Sains, Bisnis dan Teknologi adalah jurnal akses terbuka akademik yang bertujuan untuk mempromosikan integrasi sains, bisnis dan teknologi. Fokusnya adalah menerbitkan makalah tentang sains, bisnis dan teknologi. Makalah yang dikirimkan akan ditinjau oleh komite teknis jurnal. Semua ...