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Meningkatkan Kepuasan Nasabah Melalui Pelayanan Prima di Bank BRI Padang Harapan: Meningkatkan Kepuasan Nasabah Melalui Pelayanan Prima di Bank BRI Padang Harapan Des Wahyudi, Egro; Eko Sumartono; Mujiono; Rika Dwi Yulihartika
Dharmakayana Vol 2 No 1 (2025): Mei : Dharmakayana: Journal of scientists, engineers, educators and scientific ac
Publisher : Program Studi Teknik Mesin, Fakultas Teknik Universitas Bengkulu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33369/dk.v2i1.41939

Abstract

This study aims to analyze the impact of service quality on customer satisfaction at Bank BRI Padang Harapan Unit, Bengkulu City. The research employed a descriptive qualitative approach through participatory observation and semi-structured interviews with employees and customers during a one-month field internship. The findings indicate that service responsiveness, adoption of digital technology (BRImo), and effective communication are key factors in improving customer satisfaction and loyalty. The study also identifies several service quality improvement strategies, including human resource training, customer education, and digital service promotion. The primary contribution of this research lies in applying a digital approach within the context of local banking services.
Analisis Kegiatan Operasional dan Strategi Marketing pada Bank BRI Unit Gading Cempaka Jagadita; Sumartono, Eko; Mujiono
Dharmakayana Vol 2 No 2 (2025): November : Dharmakayana: Journal of scientists, engineers, educators and scientif
Publisher : Program Studi Teknik Mesin, Fakultas Teknik Universitas Bengkulu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33369/dk.v2i2.42329

Abstract

This community service activity aims to analyze operational activities and marketing strategies implemented at Bank BRI Gading Cempaka Unit based on a one-month field practice. The approach used was descriptive qualitative with data collection methods through observation, interviews, and documentation. The results show that the Teller, Customer Service, and Marketing divisions have a significant role in providing financial services and reaching the community. The 4P-based marketing strategy (Product, Price, Place, and Promotion) was implemented effectively, especially in promoting BRImo, Simpedes, and KUR products. In addition, direct interaction with customers and field surveys by marketing officers strengthened trust and expanded service access. Digital literacy is a challenge, especially for elderly customers, so face-to-face education is still very much needed. This activity provides a strategic overview for improving banking services and marketing in local work units.