Penerapan Service Excellent terhadap Pelayanan di PT. Sucofindo Cabang Medan

Abstract

The service standard is a commitment of service providers to provide services with a certain quality which is determined based on a combination of customer expectations and the ability of service providers. The purpose of this research is to determine the service standards carried out by PT SUCOFINDO Medan Branch through the process of identifying types of services such as certification, inspection, audit, consulting, training and testing, and analysis. This study uses data collection methods by taking customer satisfaction survey data (SKP) for services in PT SUCOFINDO Medan Branch as well as interviewing staff and employees and literature studies that support problem-solving and how to build services at PT SUCOFINDO. The results of this study concluded that the problem of trust is related to the problem of convenience in the quality of the company. Therefore, to maintain loyalty, it is hoped that PT SUCOFINDO Medan Branch will do well to add facilities such as providing reading books, film screenings, or others to try to distract customers while waiting to achieve and increase customer satisfaction. By implementing excellent service at PT SUCOFINDO Medan Branch, the service is adequate and facilitated, but guest/customer loyalty must be considered so that it is maintained.