Published: 2024-12-02
Analisis Mutu Pelayanan Bank Raya Kuta Terhadap Pelanggan
DOI: 10.35870/jemsi.v10i6.3379
Abstract
Penelitian ini bertujuan untuk mengevaluasi mutu pelayanan yang diberikan Bank Raya Kuta kepada para pelanggannya. Latar belakang penelitian ini adalah pentingnya pelayanan prima dalam industri perbankan untuk meningkatkan kepuasan dan loyalitas pelanggan. Metode penelitian yang digunakan adalah wawancara dan dokumentasi dengan 20 responden yang terdiri dari 2 pengawas, 1 pemimpin, 8 staf umum, 2 teller, 2 walker, dan 5 pelanggan yang sering bertransaksi. Hasil penelitian menunjukkan bahwa secara umum, mutu pelayanan di Bank Raya Kuta telah memadai. Beberapa indikator kualitas pelayanan seperti sikap bersahabat, ketanggapan terhadap kebutuhan pelanggan, serta kesiapan sarana dan prasarana dinilai baik. Meskipun demikian, masih terdapat beberapa aspek yang memerlukan perbaikan untuk meningkatkan pengalaman layanan pelanggan.
Kata kunci: Mutu Pelayanan, kepuasan, Loyalitas Pelanggan.
Keywords
Article Information
This article has been peer-reviewed and published in the JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi). The content is available under the terms of the Creative Commons Attribution 4.0 International License.
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Issue: Vol. 10 No. 6 (2024)
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Section: Articles
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Published: 2024-12-02
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License: CC BY 4.0
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Copyright: © 2024 Authors
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DOI: 10.35870/jemsi.v10i6.3379
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