Analisis Pelaksanaan Tugas dan Tanggung Jawab Front Liner Dalam Melayani Nasabah PT. Bank Riau Kepri Kedai Pasar Sail Pekanbaru

Hadi, Abdul (2018) Analisis Pelaksanaan Tugas dan Tanggung Jawab Front Liner Dalam Melayani Nasabah PT. Bank Riau Kepri Kedai Pasar Sail Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

Based on the directors decision of PT. Bank Pembangunan Daerah Riau Kepri number: 056 / Kepdir / 2017 on third amendment letter of decision of directors number: 33 / Kepdir / 2013 dated March 28, 2013 about Company Manual regulate service quality of PT Bank Pembangunan Daerah Riau Kepri and management guidance mention that to increase power competitiveness of PT. Bank Riau Kepri needs to improve the quality of service in order to meet satisfaction and create loyalty as well as to build a solid bond between banks and customers. The purpose of this study is to determined task and responsibility of front liner in serving customers of PT. Bank Riau Kepri Kedai Pasar Sail Pekanbaru. Data collection techniques involved 40 customers and supported by interviews with the manager, security, customer service and teller. The results showed that 1) Task and responsibilities of the security are quite good and the level of customer satisfaction were quite satisfaction answer. 2) Task and responsibilities of customer service is good and customer satisfaction level on customer service got the most answer satisfaction. 3) Tasks and responsibilities of tellers are good and customer satisfaction level of teller got the most answers satisfaction. 4) Overall, the implementation of front liner task and responsibilities in serving customers is good but customer satisfaction level feels quite satisfaction so there is still an inhibiting factor. 5) Thus inhibiting factors from internal factors such as bank management include the limited facilities and infrastructure, security workload is too high, costumers service that doubles as an ATM maintenance technician, and the system calls the queue number is still verbally there is no digital queue board. From external factors that customers are less cooperative to teller, and low customer discipline over queue number waiting time. The leader of PT. Bank Riau Kepri Kedai Pasar Sail Pekanbaru suggested add more employees to control ATM and educate undisciplined customers, and it is necessary to improves the intensify of products socialization from the security.

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