PERAN KOMUNIKASI FRONTLINER DALAM MENCIPTAKAN KEPUASAN INFORMASI NASABAH DI PERSEROAN TERBATAS (PT) BANK RIAU KEPULAUAN RIAU CABANG SYARIAH PEKANBARU
Abstract: Frontliner
communication role in the bank institution is very important. Basicly,
frontliner task is to give customer an information clearly. That’s why ability
of frontliner communication is very expected on this process. The purpose of
this research are to know how frontliner communication role in creating
customer satisfaction of information and what factors that would be the causing
of creating customer satisfaction of information.
This research using qualitative descriptive research method. The research
is done in the company opened bank Riau Kepri Syariah branch Pekanbaru, Subject
of this research are frontliner and customers. The research using purposive
sampling approach to frontliner and accidental sampling to customers. Kind and
data resource used are primary data and secondary data, data collecting
technique used are observation, interview and documentations. Data analys
technique used is Huberman and Miles interactive model, and technical
examination of the validity of data used are triangulation and extension
participation.
The research of result showing that frontliner communication role is
highly important in creating customer satisfaction of information. Point of
frontliner role are as a people that analizing necessary and customer’s
problem, as an information resource to customer, fullffill all the necessary of
information that customer need based on prosedures applicable in the bank, and
develop good relationship with the customer. Beside communication role, there
are factors that give the influence to create customer satisfaction of
information on the company opened Bank Riau Kepri Branch Syariah Pekanbaru,
such as quality of human resources, fluent communication in any aspect, fast
service kind and comfort, easyness on getting informations and also master of
information about banking products.
Penulis: Ori Tivani Suhada,
Nurjanah
Kode Jurnal: jpkomunikasidd140309
