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Randi, Randi
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Layanan Customer Service Pada PT. Bank Rakyat Indonesia (Persero) Cabang Barru Randi, Randi; Juharni, Juharni; Tompo, Natsir
Publician: Journal of Public Service, Public Policy, and Administrastion Vol. 5 No. 1 (2026): PUBLICIAN: Journal of Public Service, Public Policy, and Administrastion, Janua
Publisher : Program Studi Administrasi Negara Universitas Bosowa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56326/jp.v5i1.3571

Abstract

Penelitian ini bertujuan untuk menganalisis dan mengetahui pelayanan customer service pada PT. Bank Rakyat Indonesia Cabang Barru dilihat pada 5 dimensi yaitu bukti fisik (tangibles), reliabilitas (reliability), daya tanggap (responsiveness), jaminan (assurance), empati (emphaty). Untuk menganalisis dan mengetahui faktor apa saja yang menjadi pendukung customer service dalam memberikan pelayanan kepada nasabah pada PT Bank Rakyat Indonesia Cabang Barru. Untuk menganalisis dan mengetahui faktor apa saja yang menjadi penghambat customer service dalam memberikan pelayanan kepada nasabah PT Bank Rakyat Indonesia Cabang Barru. Data yang telah terkumpul dan tersusun secara sistematis kemudian dianalisis dengan menggunakan metode deskriptif-kualitatif. Hasil penelitian ini menunjukkan bahwa layanan customer service yang dilihat dari 5 dimensi, dimana temuan yang diperoleh dalam penelitian ini adalah penerapan layanan customer service yang dilakukan selama ini sudah diterima dengan baik, hal ini dilihat dari bukti fisik yang tersedia dalam pelayanan nasabah sudah dilengkapi oleh TV, AC dan sarana lainnya. Aspek daya tanggap dalam melayani nasabah juga sudah berjalan dengan baik dimana customer service memiliki respon cepat untuk melayani nasabah, dalam hal aspek keandalan menunjukkan bahwa customer service sudah dapat diandalkan dalam pelayanan kepada nasabah. This study aims to analyze and determine customer service at PT. Bank Rakyat Indonesia Barru Branch is seen in 5 dimensions, namely tangibles, reliability, responsiveness, assurance, empathy. To analyze and find out what factors support customer service in providing services to customers at PT Bank Rakyat Indonesia Barru Branch. To analyze and find out what factors hinder customer service in providing services to customers of PT Bank Rakyat Indonesia, Barru Branch. The data that has been collected and arranged systematically is then analyzed using a descriptive-qualitative method. The results of this study indicate that customer service is seen from 5 dimensions, where the findings obtained in this study are that the implementation of customer service that has been carried out so far has been well received, this can be seen from the physical evidence available in customer service which is equipped with TV , air conditioning and other facilities. The responsiveness aspect in serving customers has also been going well where customer service has a quick response to serving customers, in terms of the reliability aspect it shows that customer service has been reliable in serving customers.
Co-Authors AA Sudharmawan, AA Abdjan, Wirawati Aidillah, Elita Akbar Jono, Ali Amar Salahuddin Andriani, Dian Sri Anggriani, Intan Ansyah, Edi Apriko Alfano, Muhammad Arfan Arfan Arianti, Yosi Asriani Hasan Atika Zarefar Aulia Lukman Baehaqi Bintarsih Sekarningrum Bustang Bustang Cecilia Tobing Dadang Hikmah Purnama, Dadang Hikmah Daniel Happy Putra Darmawan, Darmawan Deded Eka Sahputra Dewi Santika Dewi Sartika, Diana Diana Dewi Sartika, Diana Dewi Dwi Sentia, Sinta Efrina, Gusnita Elita Mega Selvia Wijaya Gita Srihidayati Hendarso, Yoyok Henita, Henita Herwantono, Herwantono Himawati, Marlin Husnul Khotimah Irnawati Irnawati Istiqoma, Istiqoma Jufriani, Anita Juharni, Juharni Junaidi Junaidi Karina, Mila Karlena, Elza Piro Kasmantoni, Kasmantoni Khairunnisa, Ulfah Khermarina, Khermarina Khusnul Hatimah, Ani Lestari Lestari Lestari, Eko Budi Lestari, Mila Intan Lorenza, Diana Mahmudin, Tono Malinda, Febrimarani Modesta Ranny Maturbongs, Modesta Ranny Muh Fakhri Hafiz Muh Syaiful Romadhon Muhamad Fadhil Nurdin, Muhamad Fadhil MUHAMMAD HENDRA Muin, Rahmawati Mujahidin Mujahidin Mulyanto Mulyanto Mumu Muzayyin Maq Nanda Nengsih , Mimi Kurnia Nengsih, Whenci Rahma Ningsih, Sabda Nur Indah Sari Putra, Decka Pratama Putri, Cynthia Azhara Rachman Ardan, Rachman Rahmansyah Rahmansyah Rais, Rinovian Ramadhan, Muhammad Restu Reza adin tya, Nendi Ridhah Taqwa, Ridhah Riztrya Novedliani Safrina, Nabilla Salsabila, Miranda Dyah Samaduri, Lutpi Sapira, Sapira Sari, Anita Utama Sari, Intan Puspa Sari, Nila Kartika Sari, Okti Kencana Sari, Wenny Aulia Sariani, Endang Sarmila, Sarmila Satria, Irwan Selian, Sri Nurhayati Shiddiq, Jamaluddin Siti Aisyah Suhada, Juance Suhendi Suhendi Suningrat, Nining Suriadi Suriadi Syafe’i, Akhmad Tajuddin, Mustamin Taqwa, M Ridhah Tompo, Natsir Triani, Neks Vebbi Andra, Vebbi Wailmi, Khil Wamnebo, Muhammad Ikhsan Welliken K, Marius.A.Welliken K Wirani, Yekti Wuryanta, Aloysius Gonzaga Eka Wenats Yesi Mutia Basri Yoyok Hendarso Yulasteriyani, Yulasteriyani Yusnaini Yusnaini