Pelayanan Prima Personil Accounting and Finance Department di Perusahaan Telekomunikasi Indonesia Jepang - Selfiana Selfiana (Jurnal Administrasi dan Kesekretarisan, 2022)
Abstract The Accounting and Finance Department (AFD) at an Indonesian-Japanese telecommunications company is the part that handles financial records and payments. The problem that often occurs is that there are customer complaints about payment schedules that do not match their predictions. The purpose of this study is to describe the services that have been carried out by personnel in the AFD section to meet customer expectations based on the criteria of service quality which are tangible, reliability, responsiveness, assurance, and empathy. The research method uses a qualitative descriptive method, by conducting interviews and observing the activities of personnel in AFD. The results of the study indicate that AFD has met the criteria of tangible, reliability, responsiveness, assurance, and empathy. This is indicated by the availability of physical facilities that will facilitate internal and external customers. Customers are served by professional-looking personnel. The transaction process must go through several stages of checking and approval. Customers are treated with courtesy, complaints are handled immediately without involving emotion. Leaders take action to persuade AFD staff, if there is a sudden job and must be done outside working hours. Abstrak Accounting and Finance Department (AFD) di sebuah perusahaan telekomunikasi Indonesia Jepang adalah bagian yang menangani pencatatan keuangan dan pembayaran. Masalah yang sering terjadi adalah adanya keluhan pelanggan tentang jadwal pembayaran yang tidak sesuai dengan prediksi mereka. Tujuan penelitian ini adalah mendeskripsikan pelayanan yang telah dilakukan oleh personil di bagian AFD untuk memenuhi harapan pelanggan berdasarkan kriteria kualitas layanan tangible, reliability, responsiveness, assurance, dan emphaty. Metode penelitian menggunakan metode deskriptif kualitatif, dengan melakukan wawancara dan observasi kegiatan personil di AFD. Hasil penelitian penunjukkan bahwa AFD sudah memenuhi kriteria tangible, reliability, responsiveness, assurance, dan emphaty. Hal tersebut ditunjukkan dengan tersedianya fasilitas fisik yang akan memudahkan para pelanggan internal dan eksternal. Para pelanggan dilayani oleh personil yang berpenampilan profesional. Proses transaksi yang harus melewati beberapa tahap pengecekan dan persetujuan. Para pelanggan di layani dengan sopan, ditangani keluhannya dengan segera tanpa melibatkan emosi. Pimpinan melakukan tindakan persuasi kepada staf AFD, apabila ada pekerjaan mendadak dan harus dikerjakan di luar jam kerja.