Evaluasi Etika Kerja dan Kinerja Teller Bank dalam Memberikan Layanan Kepada Nasabah
Studi Kasus: Bank XXX
DOI:
https://doi.org/10.61132/aeppg.v1i3.245Keywords:
work ethics, teller performance, customer service, customer satisfactionAbstract
The aim of this research is to analyze and evaluate the work ethics and performance of tellers at Bank XXX, Tanjung Pinang Branch, and their impact on customer satisfaction and loyalty. The research method used is descriptive research with data collection through questionnaires and interviews. The research population includes all tellers and customers of Bank XXX, with a sample of 11 people selected using purposive sampling technique. The results show that the work ethics and performance of Bank XXX tellers are highly rated by customers, with the majority of respondents giving positive evaluations of teller services. Cooperation between tellers and Customer Service is also considered important in providing integrated and comprehensive services to customers. This research provides valuable insights for banking companies in improving services and maintaining customer loyalty.
Downloads
References
Ariyani, A., & Fauzi, A. (2023). Pengaruh harga, lokasi dan kualitas layanan terhadap kepuasan konsumen. Jurnal Ekonomi Dan Manajemen, 2(2), 23–28. https://doi.org/10.56127/jekma.v2i2.710
Bhastary, M. D. (2020). Pengaruh etika kerja dan stres kerja terhadap kepuasan kerja karyawan. Maneggio: Jurnal Ilmiah Magister Manajemen, 3(2), 160–170. http://jurnal.umsu.ac.id/index.php/Maneggio
Febrian, W. D. F., Asrida, W., & Ahmatang. (2023). Pengaruh gaya kepemimpinan terhadap kinerja pegawai pada Dinas Pemadam Kebakaran Jakarta Barat. Jurnal Perspektif Manajerial Dan Kewirausahaan, 3(2), 89–98. https://doi.org/10.59832/jpmk.v3i2.72
Hamali, S. (2023). Metodologi penelitian. PT. Sonpedia Publishing Indonesia.
Magdalena, L. (2024). Kreatifitas untuk peluang menuju kesuksesan. PT. Sonpedia Publishing Indonesia.
Sanadi, P. Y. F., S, F., & Djunaedi, D. (2024). Analisis kualitas pelayanan pembayaran pajak kendaraan bermotor pada Kantor Samsat Kabupaten Biak Numfor. Gema Kampus, 19(1), 55–71. https://doi.org/10.52049/gemakampus.v19i1.377
Veronica, F., & Tumanggor, B. F. (2022). Kinerja teller dalam melakukan standar layanan terkait kepuasan nasabah studi pada Kantor Kas World Trade Center Jakarta PT. Bank Negara Indonesia (Persero) Tbk. Jurnal Sumber Daya Aparatur, 4(2), 53–72.
Downloads
Published
Issue
Section
License
Copyright (c) 2024 Akuntansi dan Ekonomi Pajak: Perspektif Global
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
