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All Journal Indonesian Journal of Advanced Research (IJAR)
Nurnabila, Zahra Akilah
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Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Education Languange, Linguistic, Communication & Media

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Analysis of the Effectiveness of Priority Customer Complaint Services at BNI Emerald Services Nurnabila, Zahra Akilah; Khumayah, Siti
Indonesian Journal of Advanced Research Vol. 5 No. 1 (2026): January 2026
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/ijar.v5i1.16112

Abstract

This study examines the effectiveness of complaint handling for BNI Emerald priority customers at Bank BNI KCU Cirebon, where high service expectations contrast with ongoing issues such as slow resolution, inconsistent service quality, and limited follow-up communication. Using a descriptive qualitative approach, data were collected through interviews, observations, and documentation involving priority customers, relationship managers, and customer service officers. Analysis was guided by service effectiveness indicators (Gibson et al.) and complaint handling criteria (Johnston & Mehra). The findings show that while complaint handling follows established procedures, its effectiveness remains suboptimal, particularly in resolution timeliness, information transparency, and customer satisfaction. Staff competence and accessible complaint channels support service delivery, whereas layered escalation, limited personnel, and inconsistent communication hinder optimal performance.
Co-Authors Siti Khumayah