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All Journal Jurnal Administrasi Perkantoran dan Kesekretariatan
Anggi Agatha
Politeknik Pajajaran ICB
Economics, Econometrics & Finance Immunology & microbiology

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ANALISIS KEPUASAN NASABAH BPR KERTA RAHARJA MELALUI KUALITAS CUSTOMER SERVICE. Shopia Rahmi; Nur Azizah; Anggi Agatha; Desy Nuraminah
Jurnal Administrasi Perkantoran dan Kesekretariatan Vol 4 No 2 (2026): JURNAL ADMINISTRASI PERKANTORAN dan KESEKRETARIATAN
Publisher : LPPM Politeknik Pajajaran ICB Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59820/apk.v4i2.557

Abstract

This study examines the quality of customer service in improving customer satisfaction at BPR Kerta Raharja. High-quality service is an essential factor for banks to maintain customer trust, loyalty, and attract new customers. The study aims to analyze the influence of customer service quality on customer satisfaction. A qualitative research method was employed, with data collected through questionnaires based on service quality indicators and direct field observations. The findings indicate that customer service at BPR Kerta Raharja has been implemented effectively by providing prompt, accurate, courteous, and reliable services in accordance with the bank’s standard operating procedures. The dimensions of reliability, responsiveness, assurance, empathy, and trust significantly contribute to customer satisfaction. Excellent customer service is able to meet customers’ needs and expectations, resulting in higher levels of satisfaction, stronger customer loyalty, and a positive corporate image for BPR Kerta Raharja as a financial institution committed to delivering excellent banking services.
Co-Authors Desy Nuraminah Nur Azizah Shopia Rahmi