Peran Komunikasi Consumer Loan Service Dalam Pelayanan Kredit Nasabah Pada PT. Bank Tabungan Negara (Persero) Tbk Kantor Cabang Medan

Abstract

Communication is the interest of every individual to socialize with others. The role of communication in everyday life is very important, through communication, information, ideas, and feelings can be conveyed clearly, thus facilitating effective understanding and interaction. This study aims to determine the role of communication in Consumer Loan Service at PT. Bank Tabungan Negara (Press) Tbk Medan Branch Office and its impact on consumer loan service. The method used in this impact on consumer loan services. The method used in this study is qualitative method with the type of data source used being primary data, obtained from the field in the form of observation and interviwes. The results of the study indicate that effective communication between staff and customers is very important in providing clear and accurate information about loan products. Various communication channels, including face to face, telephone, and digital platforms, are used to improve consumer accessibility and convenience. In addition, communication training provided to staff has been shown to improve their ability to adjust their communication style according to different customer characteristics. Technological innovations, such as mobile applications and chatbots, also contribute to communication efficiency and better customer experience.