Peranan Sekretaris dalam Menciptakan Pelayanan Prima pada Lingkungan PT Bank Sumut Kantor Pusat Medan

Abstract

The study aims to determine and describe how the role of the secretary in creating excellent service at PT. Bank SUMUT Medan Head Office. Excellent Service as one of the main factors in realizing customer satisfaction is a very important factor for every company, especially at PT. Bank SUMUT Medan Head Office to meet customer expectations and needs and create a good image for corporate agencies. The research method used is quantitative and qualitative research methods with data collection techniques carried out by questionnaires distributed to 30 respondents and direct documentation in the field. Data sources were obtained from primary data consisting of the results of questionnaire analysis using SPSS with descriptive statistical methods and field the form of literature consisting of books and official websites. The results showed that in creating excellent service at PT. Bank SUMUT Medan Head Office, the secretary has a role in coordinating his work unit by carrying out duties and responsibilities in creating services which include: receiving calls from interested parties, serving the needs of leaders and employees, and as a liaison between company employees and stakeholders. The Corporate Secretary facilities effective communication and ensures the availability of clear, precise and accurate information for employees and stakeholders.