Strategi Customer Service dalam Mengatasi Komplain Nasabah pada PT Bank Tabungan Negara KCP Helvetia

Abstract

The aim of this research is to see what customer service strategies are in dealing with customer complaints at PT Bank Tabungan Negara KCP Helvetia. This research uses a qualitative descriptive method by conducting interviews and a quantitative descriptive method using the Service Quality (ServQual) method. Interviews are conducted with bank officials such as customer service to obtain accurate information. Then the Service Quality method is carried out by creating a questionnaire table and distributing it to respondents to obtain data that will be processed using the SerQual method. Then the data is processed and analyzed by the author so that conclusions can be drawn. Based on the results of research that has been carried out, the customer service strategy carried out at PT Bank Tabungan Negara KCP Helvetia is quite optimal, but complaints still cannot be avoided. So an analysis of the quality of service at PT Bank Tabungan Negara KCP Helvetia was carried out for respondents. The results of the analysis of the customer perception variable were very hopeful about guarantees and the expectation variable was less hopeful about empathy. The service provided by customer service at PT Bank Tabungan Negara KCP Helvetia is quite optimal, but it has been further improved so that no more customers feel dissatisfied with the existing service.