QUALITY SERVICES CUSTOMER SERVICE AT BCA KCP KAS PASAR JATINEGARA

Abstract

This final task deals with the quality of customer service at BCA KCP Kas Pasar Jatinegara. As an important part of the banking industry, customer service must provide the best and maximum possible service to keep customers satisfied and become more loyal to the bank. The research method used in the preparation of this final task is a quantitative descriptive method which aims to explain, summarize conditions with various situations or with variables that arise based on what is in accordance with reality by spreading a questionnaire to 30 people respondents customer BCA KCP Kas Pasar Jatinegara then analyzed using the help of google form. The conclusion of this study is the quality of customer service at BCA KCP Kas Pasar Jatinegara. This can be seen from the total score of the 5 TERRA indicators obtained is 1.383 with an average overall score of 276.6 which means the quality of customer service is good. The analysis results of the questionnaire show that although the average value of answers to quality of service is in the continuous line Very Agree (SS) and the number of high satisfaction responses from respondents to the condition of each survey variable, there are still respondents who give answers No Agree (TS). As a result, in order to the goal of zero complaint, improvements are still needed on some service attributes.