PERANAN COMPLAINT HANDLING DAN SERVICE RECOVERY OLEH CUSTOMER SERVICE (CS) DALAM RANGKA MENINGKATKAN KEPUASAN DAN LOYALITAS NASABAH
Abstrak: Customer service (CS),
as frontliners officers
who deal directly with customers,
have a great influence in improving customer satisfaction and loyalty.
Satisfaction and customer loyalty, one of which can be created if the CS staff
can handle the complaint and can givea good
recovery service for customers. The purpose
of this study was to
determine what efforts are
made CS officers
in improving customer
satisfaction and loyalty.
Then, the authors wanted to find out service activities
Complaint Handling and Service Recovery is performed by
the CS and
in the end
the writer wanted
to know what
constraints are experienced officers
in dealing with customer
complaints CS, and by providing service recovery. Then,
what solutions are applied to
the CS in tackling these obstacles. Early research, beginning with observation to
the Bank CIMB Niaga Branch Sunter, in order to see how
the CS staff
in serving customers,
handling customer complaints,
and in providing service
recovery. Next, researchers
will conduct a
structured interview regarding service activities Complaint Handling and
Recovery Servive committed by
CS. Then, researchers
will conduct the
book study by
processing the data
obtained and compare them
with theories that are supported
by this study. The study is expected to be useful
for all parties involved in this research, namely internal and external bank.
Penulis: Hendro Endi Yanto,
Frianto Pandia
Kode Jurnal: jpakuntansidd110184
