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All Journal Jurnal Imiah Pengabdian Pada Masyarakat (JIPM)
Muhammad Fathur Rozi
Universitas Islam Negeri Kiai Haji Achmad Siddiq Jember
Religion Economics, Econometrics & Finance Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences

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Penerapan Pelayanan Prima pada Bank Muamalat Kantor Cabang Jember Muhammad Fathur Rozi; Rindra Fitrianto; Abdul Rokhim
Jurnal Imiah Pengabdian Pada Masyarakat (JIPM) Vol 4 No 1 (2026): Juli - September
Publisher : CV. ITTC INDONESIA

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Abstract

Outstanding service is a critical component of Islamic banking, as the level of customer satisfaction and trust highly depends on the quality of the services offered. This research intends to detail how excellent service is executed at the Jember Branch Office of Bank Muamalat Indonesia. A descriptive qualitative methodology is employed, utilizing observation and documentation of the service processes. The analysis of excellent service is conducted according to six elements of the A6 framework: capability, demeanor, presentation, focus, efforts, and responsibility. The findings reveal that excellent service is delivered through the employees’ capacity to relay information, their friendly and professional demeanor, tidy presentation, attentiveness to customer needs, suitable service actions, and accountability in service delivery. The application of these elements fosters a pleasant and professional customer service experience. The findings highlight that the reliable execution of excellent service is vital for sustaining customer trust and enhancing service standards in Islamic banking establishments.
Co-Authors Rindra Fitrianto