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All Journal IIJSE Danadyaksa: Post Modern Economy Journal
Sri Ramadhani
Universitas Islam Negeri Sumatera Utara, Medan, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Excellent Service in Attracting and Retaining Customers at PT BPRS Al-Washliyah Medan Ilaika Fauziah Abdi Hasibuan; Sri Ramadhani; Ahmad Syakir
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 8 No 2 (2025): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v8i2.7054

Abstract

Excellent service is a crucial step in attracting and retaining customers, where excellent service is providing the best service to customers in helping and meeting customer needs according to their expectations so that customers are satisfied and loyal. This article emphasizes the importance of excellent service, what services are provided by banks to attract and retain customers and what makes customers interested and stay at BPRS Al-Washliyah. This study uses a qualitative descriptive research method, namely conducting research by means of observation, interviews and other library sources in the form of books and journal publications. This study concludes that BPRS Al-Washliyah considers providing excellent service to customers very important in attracting and retaining customers and the bank applies the principle that customers are kings whose desires must be fulfilled as much as possible. BPRS Al-Washliyah offers superior products, provides pick-up services, and also provides rewards and conveniences that can make customers interested and stay as customers at BPRS Al-Washliyah.
The Role of Employee Adaptive Competence and Operational Resilience in a Risk Management Perspective to Maintain Service Continuity at PT Bank Sumut Syariah Pematangsiantar Nadhilah Nazlah Nasution; Sri Ramadhani; Imsar
Danadyaksa: Post Modern Economy Journal Vol. 4 No. 1 (2026): Post Modern Economy Journal
Publisher : Yayasan Pendidikan Islam Bustanul Ulum Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.69965/danadyaksa.v4i1.569

Abstract

This research aims to analyze the role of employee adaptive competence in supporting operational risk management, examine the development of operational resilience, and identify obstacles in maintaining service continuity at PT Bank Sumut Syariah Pematangsiantar Branch. Using a qualitative approach with a case study method, data were collected through in-depth interviews, observations, and documentation. The results show that employee adaptive competence plays a crucial role in mitigating risks, but the level of readiness is not uniform among individuals, leading to inconsistent responses to disruptions. Operational resilience at the branch level has been established through experience and coordination, yet it remains situational and not yet systematically structured. Furthermore, operational risk management was found to be responsive in handling technical and non-technical disruptions. The study concludes that service continuity still relies heavily on individual initiatives rather than organizational systems. It is recommended that the organization strengthen adaptive competence uniformly and integrate a more proactive Enterprise Risk Management (ERM) framework.
Co-Authors Ahmad Syakir Ilaika Fauziah Abdi Hasibuan Imsar Nadhilah Nazlah Nasution