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Kartini, Ida Ayu Nuh
Universitas 17 Agustus 1945 Surabaya
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The Role of Customer in Risk Prevention and Complaint Handling in Banking Adrian Dewa Mutiara Sakti; Tri Hutomo Yogiantoro; Nasha Aurellya Putri Intiati; Ida Ayu Nuh Kartini
⁠International Journal of Sustainable Social Culture, Science Technology, Management, and Law Humanities Vol. 3 No. 1 (2026)
Publisher : Universitas Kristen Cipta Wacana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.71131/r0b5b910

Abstract

The banking sector relies heavily on service quality to maintain public trust and financial stability. This study analyzes the strategic role of customer service in risk prevention and complaint handling at Bank Jatim, a regional development bank in East Java. Using a qualitative descriptive approach, data were collected through in-depth interviews with customer service officers and documentation reviews. The research focuses on identifying the types of customer complaints, the procedures for handling them, and the role of customer service as a frontline defense against operational and reputational risks. The findings reveal that the most frequent complaints relate to transaction failures, such as ATM cash withdrawals and real-time transfers. Customer service officers mitigate operational risks by verifying data accuracy and ensuring compliance with standard operating procedures (SOPs). Furthermore, they prevent reputational risks through empathetic communication and transparent complaint resolution. The study concludes that customer service is not merely a support function but an integral component of the bank's risk management system, contributing significantly to customer trust and operational stability.
Co-Authors Achmad Axsel Fahrezi Achmad Maulana Setia Putra Adi Rahmad Adrian Dewa Mutiara Sakti Aggraini, Nunung Akbar, Jalaluddin Mohammad Alamsyah, Muhammad Aktoriel Aldrich Azka Rama Athaariq Alfin Cahya Firmansyah Aliffia Iza Nurheta Andre Rizky Rayhan Ubaidillah Andri Hermawan Anisah Fitri Ardhea Mareta Aini Aulia Afifah Aulia Sintya Azzahra Aulya Nurul Islamiyah Aziz, M. Saiful Bagus Pranjaya Baharudin Yusuf Habibi Bimantara Putra Ernanto Darmawan, Indra Manggala Dwi Dava Rizqi Al Fajri Davin Al Aufa Setiawan Debora Kristian Della Widyasari Deni Irawan Devina Ayu Ristanti Diah Ayu Susilaningtias Djonien, Azarya B. Djumaifin, Thesalonika Dyah Ayu Sukmawati Elfan Adiel Prastino Elvira Djalil Endang Setyowati Erlangga Rifki Saputra Eva Dwi Fani Fajrin Naja, M. Afrirul Farhan Adi Faserin Sahnia Febri Ali Wijaya, Histwo Felix Chandra Pranoto Fika Syanty Ayu Febriella Fitra Aoelintiano Nico Victorian Gregorius Arie Angga Dwiputra Handa, Nur Harun Aminuddin Herlini Sanika Rahmawati Hieronimus Aldo Bagas Ariputra Ida Ayu Sri Brahmayanti Ida Bagus Cempena Ilham, M. Shafrial Indra Manggala Dwi Darmawan Intan Ayu Purnama Jauzaa Ronaa Nuur Aqiila Jeslin Cecelia Thunggal Jessicka Amelia Joyta Johana Rizky Widyastuti Khairudin Mufid Kharin Dinda Aisyah M. Afandi M. Fathur Rizki Mariana Peka Powo Meilani, Revi Moch. Afif Mohammad Luqman Farandila Muhamad Rafli Fatahila Muhammad Thufail Musta’in Muhammad Yasin Muttaqin, Muhammad Zukhruful Nasha Aurellya Putri Intiati Nekky Rahmiyati Nesya Azrina Fernanda Shalvianita Nico Api Sunda Ninik Martini Oriza Sativa Pramita Studiviany S Pramita Studiviany Soemadijo Pramita Studiviany Soemadijo Pramudhita Jessika Putri Pranoto, Felix Chandra Prasetya, Mahfud Eko Pratama, Anthon Yoga R.Frengkly Listiya Dendi Wicaksana Rafi Putra Indriarto Rahmawati, Herlini Sanika Randy Dwi Tinara Revalia Wulan Suryani Ridwanda, Zahwa Nabilla Rini Rahayu Sihmawati Risqi Tirta Diroska Riyana Astutik Ningsih Rizqi Nazal Farkhani Sajiyo Sajiyo Salwa Najiba Sandari, Tries Ellia Shafa Aqila Silvi Silvi Siti Romlah Soebandono, Mochamad Raka Putra Soemadijo, Pramita Studiviany Sonia Maylany Sophia Rani Larasati Studiviany, Pramita Sulistyorini Sulistyorini Sundari Putri Langit Kemul Mega Syailendra, Yusfi Syarief, Dwi Jayanthi Syifaul Islamiyah Tansa Sugi Karenia Tarangga Ali Ramadhani Teresya Dwigantara Wega Thesa Djumaifin Tri Hutomo Yogiantoro Tries Ellia Sandari Tries Ellia Sandari Sandari Waasi’u Khairunnisa Yeni Mustika Sari Yusak Fahrur Hamzah Zhannah, Putri Nur Miftahul