KUALITAS LAYANAN BAGI NASABAH DI PT. BANK SYARIAH MANDIRI CABANG MALANG

Abstract

KUALITAS LAYANAN BAGI NASABAH
DI PT. BANK SYARIAH MANDIRI CABANG MALANG

Sri Budi Cantika Yuli

Staf Pengajar Program Studi D3 Keuangan dan Perbankan, Fakultas Ekonomi dan Bisnis
Universitas Muhammadiyah Malang
e-mail : cantikayuli@yahoo.com

ABSTRACT

This study aims to analyze the mechanism of teller services, service quality and compliance standards service quality provided to customers in PT. Bank Syariah Mandiri Branch Malang
This study uses primary and secondary data. Collecting data using questionnaires, interviews, observation and documentation. Samples used in this study were 30 repondens. Data were analyzed using a range of scales.
The results showed that the teller service to customers in accordance with the mechanism of activity ranging from customer service to wait on the teller, customers waiting for their turn, summoned by a queue of customers, identifying customer needs teller, teller record each customer’s needs, to the teller to handle the needs of customers . Teller service quality based on 5 (five) dimensions, namely reliability, responsiveness, assurance, empathy and tangible, using a range of scales, showing an average score of 130, 53 which means very satisfactory teller service to customers.
Teller performance is still not entirely meet the standards set by the PT. Bank Syariah Mandiri Branch Malang, so it needs to improve teller performance with excellent service training, in collaboration with outside agencies to conduct outbound bank to form the mental and quality of skilled human resources are reliable and competent.

Keywords: Quality of Service, Performance, Teller, Bank Sharia, Malang City