Peranan Prosedur Penanganan Komplain Nasabah Prioritas terhadap Kepuasan Nasabah pada PT. Bank Bri Unit Sei Semayang

Abstract

This research aims to determine the handling of customer complaints at PT. Bank BRI Sei Semayang Unit and find out the effect of complaint handling on customer satisfaction at PT. Bank BRI Sei Semayang Unit. This research used an interview method to a Customer Service of Bank BRI Sei Semayang Unit and a questionnaire with 36 Bank BRI Sei Semayang Unit customers. This research shows that: (1) Procedures for handling customer complaints at PT. Bank BRI Unit Sei Semayang is quite good. This can be seen from the number of customers who are satisfied with Customer Service's solutions and responsiveness in dealing with complaints. (2) Customer service at PT. Bank BRI Sei Semayang Unit in serving customers has been running well and in accordance with Standard Operating Procedures (SOP). This has an impact on increasing customer satisfaction.