PENERAPAN STANDAR OPERASIONAL PROSEDUR TERHADAP PELAYANAN PRIMA SERVICE ASSISTANT (SA) DI BANK JATIM SYARIAH KC MALANG

  • Muhammad Faris Nafi’udin Universitas Negeri Malang
  • Mohammad Nabil Alfi Universitas Negeri Malang
  • Muhammad Iqbal Fathoni Universitas Negeri Malang
  • Naufal Alwan Athallah Universitas Negeri Malang
Keywords: Pelayanan Prima;, Standar Operasional Prosedur; , Service Assistant

Abstract

In the banking world, Service Assistant (SA) has a significant role in serving needs, satisfying customers, and maintaining good customer relations. A service Assistant (SA) is required to provide excellent service at the main gate. To be able to provide excellent service, an officer must be essential services related to knowledge of bank products and be able to apply applicable Standard Operating Procedures (SOPs). This study aims to determine how Standard Operational Procedures (SOP) are applied in the Service Assistant (SA) section to provide excellent service at Bank Jatim Syariah KC Malang. This study uses a qualitative descriptive method; researchers try to describe a symptom, event, and event during the study. The object of this study researchers took the subject matter of the research as a case study, namely the Application of Standard Operating Procedures to Prima Service Assistant (SA) Services at Bank Jatim Syariah KC Malang. The results showed that the application of SOPs in the excellent service of Service Assistants must be able to play an active role in serving customers internally and externally. To provide excellent service according to SOPs, such as in terms of appearance, body gestures, intonation, clear and comfortable explanations, and provide smiles by treating and to all customers, such as priority customers from the bank.

Downloads

Download data is not yet available.

References

Dina, S. (2022). Pelaksanaan Standar Operasional Prosedur (SOP) Customer Service pada PT. Bank Syariah Indonesia KC Pekanbaru Arifin Ahmad (Doctoral dissertation, UNIVERSITAS ISLAM NEGERI SULTAN SYARIF KASIM RIAU).

Fauzi, D. (2020). PENGARUH PELAYANAN PRIMA TERHADAP LOYALITAS ANGGOTA DENGAN KEPUASAN SEBAGAI VARIABEL MODERATOR (Studi Kasus: KSPPS BMT Al-Ittihad Kota Tasikmalaya) (Doctoral dissertation, Universitas Siliwangi)

Febrianti, L. (2019). IMPLEMENTASI STANDAR OPERASIONAL PROSEDUR PADA COSTUMER SERVICE (Studi Kasus Pada Bank Bri Syariah S. Parman) (Doctoral dissertation, IAIN Bengkulu).

Haryanto, H. R. (2020). Manajemen Pemasaran Bank Syariah (Vol. 212). Duta Media Publishing.

Hidayati, E. (2013). PENERAPAN SITEM LAYANAN PRIMA OLEH CUSTOMER SERVICE DI PT. BANK SYARIAH MANDIRI CABANG PEKANBARU DITINJAU DARI ASPEK EKONOMI ISLAM (Doctoral dissertation, Universitas Islam Negeri Sultan Syarif Kasim Riau).

Kasmir, Customer Service Excellent Teori dan Praktik, (Depok: Rajawali Pers,2018), Cet. Ke-2, h.53.

Lubis, F. R. S. (2018). Penerapan sop (standar operasional prosedur) frontliner dalam meningkatkan kepuasan nasabah pada bank Sumut kcp syariah Hm. Joni Medan (Doctoral dissertation, Universitas Islam Negeri Sumatera Utara).

Sugiyono, S. (2016). Metode penelitian kuantitatif kualitatif dan R&D [Quantitative, qualitative and R&D]. PT Alfabet Danandjadja.

https://www.kajianpustaka.com/2016/10/pengertian-tujuan-fungsi-dan-manfaat-sop.html. Diakses pada 20 November 2022

CROSSMARK
Published
2023-03-22
DIMENSIONS
How to Cite
Nafi’udin, M. F., Alfi, M. N., Fathoni, M. I., & Athallah, N. A. (2023). PENERAPAN STANDAR OPERASIONAL PROSEDUR TERHADAP PELAYANAN PRIMA SERVICE ASSISTANT (SA) DI BANK JATIM SYARIAH KC MALANG. Al Fiddhoh: Journal of Banking, Insurance, and Finance, 4(1), 22–33. https://doi.org/10.32939/fdh.v4i1.2024