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Rika Dwi Yulihartika
Prodi Agribisnis Fakultas Pertanian Universitas Dehasen Bengkulu
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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.
Co-Authors Adrian Delpana Aldila Arief Sugara Alexander Silaban Alia Lestari Ana Nurmalia Ana Nurmalia Anjaly, Ana Delta Maryeta Putri Des Wahyudi, Egro Diah Azhari Dinda Okta Viani Eko Sumartono, Eko Elto Miko Alvaruq Evi Andriani Evi andriani, Evi Fransius Siregar Hendri Alamsyah Herfianti, Meiffa Heri Budiarto Heri Dwi Putranto Heri Fariadi Herri Fariadi Herri Fariadi Herri Fariadi Herri Fariadi, Herri Hilda Meisya Arif Irem Saputra Joko Saputra Jondri Silaban Liawansyah, Reni Lovita Lovita M, Mujiono Methatias Ayu Moulina Methatias Ayu Moulina, Methatias Ayu Muhammad Evriandes Andes Muhammad Hadi Surya Mujiono Mujiono Mujiono Nelma Apriyani Nurmalia, Ana Okta Indarti Pio Rahmat Saputra Prasetya, Adwini Riani Sarpeka Ririn Afriani Riski Dwi Utami Roy Saputra Salsahbillah, Wulan Sella Agustin Selvia Selvia Sintiya Sri Ekanengsih Sugianto, Dapid Suparyanto Widodo Sutina Sutina Syafitri, Aida Triana Puspita Via, Sel Wino Afrianto Wulan Salsahbillah Wulan salsahbillah salsahbillah Yossie Yumiati Yulia Suparti Zendy Hd Sagita