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All Journal Dharmakayana: Journal of scientists, engineers, educators and scientific activists related to society development
Des Wahyudi, Egro
Unknown Affiliation
Agriculture, Biological Sciences & Forestry Computer Science & IT Decision Sciences, Operations Research & Management Engineering Mechanical Engineering

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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 Eko Sumartono, Eko Mujiono Rika Dwi Yulihartika