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All Journal Jurnal Pengabdian Nusantara Aksi Kita: Jurnal Pengabdian Kepada Masyarakat
Ismed Sofyan
Sekolah Tinggi Agama Islam Negeri Mandailing Natal
Religion Agriculture, Biological Sciences & Forestry Economics, Econometrics & Finance Education Environmental Science Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Other

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Implementation of Banking Service System to Improve Customer Satisfaction at PT Bank Rakyat Indonesia (PERSERO) Tbk KC Panyabungan Rukiah Rukiah; Ummi Ismaya Sari; Ismed Sofyan
Jurnal Pengabdian Nusantara Vol. 4 No. 3 (2026): JUNI
Publisher : Konsorsium Nasional Pengelola Jurnal Pengabdian

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32832/jpn.v4i3.247

Abstract

This study aims to analyze the implementation of the banking service system to improve customer satisfaction at PT Bank Rakyat Indonesia (Persero) Tbk's Panyabungan Branch Office in Mandailing Natal Regency. This study used a qualitative approach with descriptive methods to obtain an in-depth overview of the bank's service system and customer perceptions of the quality of service provided. Data collection techniques included direct observation, interviews with customers and bank officers, and documentation related to banking services. The results indicate that the implementation of the banking service system at BRI Panyabungan Branch Office has generally been running well. Services provided to customers include teller services, customer service, and technology-based services such as ATMs and mobile banking. This service system is designed to provide ease and convenience for customers in conducting various banking transactions. The quality of service provided by the bank can be analyzed based on the service quality dimensions in the SERVQUAL model, which include tangibles, reliability, responsiveness, assurance, and empathy. Based on the results, most customers considered the service provided by bank officers to be quite satisfactory, particularly in terms of staff friendliness, clarity of information provided, and available service facilities. However, this study also identified several challenges in the implementation of the banking service system, such as long customer queues at certain times, limited service staff during busy times, and technical disruptions to the banking network. Therefore, efforts are needed to continuously improve service quality by enhancing human resource competency and optimizing service technology.
Sosialisasi Pencegahan Pernikahan Dini pada Santri di Pondok Pesantren Syahrani Bari’ah Zulkaranain, Desa Tebing Tinggi, Kecamatan Panyabungan Neni Masitoh; Ali Jusri Pohan; Riska Melviana; Putri Padilah; Aspa Ariani Siregar; Nurul Fadhlah; Laila Nasmi; Najwa Lubis; Derliani; Ismed Sofyan; Handika Pulungan; Ikhwan Efendi
Aksi Kita: Jurnal Pengabdian kepada Masyarakat Vol. 1 No. 5 (2025): SEPTEMBER-OKTOBER
Publisher : Indo Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63822/t1stpw28

Abstract

Jurnal ini mengkaji fenomena pernikahan dini di Desa Tebing Tinggi, Kecamatan Panyabungan Timur, Kabupaten Mandailing Natal, yang dipicu oleh faktor tradisi, ekonomi, minimnya pengetahuan, dan pengaruh media digital. Pernikahan dini di bawah usia 19 tahun ini menimbulkan dampak serius pada aspek kesehatan, psikologis, pendidikan, dan ekonomi. Untuk mengatasinya, diperlukan strategi komprehensif yang mencakup edukasi, peningkatan akses pendidikan, pemberdayaan ekonomi, serta penegakan hukum. Diharapkan, langkah-langkah ini dapat menekan angka pernikahan dini dan memberikan masa depan yang lebih baik bagi remaja.
Co-Authors Ali Jusri Pohan Aspa Ariani Siregar Derliani Handika Pulungan Ikhwan Efendi Laila Nasmi Najwa Lubis Neni Masitoh Nurul Fadhlah Putri Padilah Riska Melviana Rukiah Rukiah Ummi Ismaya Sari