Peranan Customer Service dalam Meningkatkan Kualitas Pelayanan dan Kepuasan Nasabah pada PT. Bank Rakyat Indonesia Kantor Unit Salapian Langkat (Persero)

Abstract

PT Bank Rakyat Indonesia (Persero) Tbk managed to get a large number of customers because it can create customer satisfaction through the best quality of service provided to customers, one of which is the role of customer service. Maintaining a number of customers is generally more profitable than getting new customers, because the cost of attracting new customers is greater than maintaining an existing customer. Creating services and increasing customer satisfaction of PT Bank Rakyat Indonesia (Persero) Tbk is influenced by many factors, one of which is the quality of service provided by customer service. Efforts to retain customers one of which is by improving and improving the quality of customer service so that customers feel better benefits make customers feel satisfied with BRI. The purpose of this study was to determine the magnitude of the role of customer service in improving service quality and satisfaction with BRI Unit Salapian customers.