PERANAN COMPLAINT HANDLING DAN SERVICE RECOVERY OLEH CUSTOMER SERVICE (CS) DALAM RANGKA MENINGKATKAN KEPUASAN DAN LOYALITAS NASABAH PADA PT BANK CIMB NIAGA (PERSERO) TBK

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Hendro Endi Yanto
Frianto Pandia

Abstract

Customer service (CS), as frontliners officers who deal directly with customers, have a
great influence in improving customer satisfaction and loyalty. Satisfaction and customer
loyalty, one of which can be created if the CS staff can handle the complaint and can give a
good recovery service for customers. The purpose of this study was to determine what efforts
are made CS officers in improving customer satisfaction and loyalty. Then, the authors wanted
to find out service activities Complaint Handling and Service Recovery is performed by the CS
and in the end the writer wanted to know what constraints are experienced officers in dealing
with customer complaints CS, and by providing service recovery. Then, what solutions are
applied to the CS in tackling these obstacles. Early research, beginning with observation to the
Bank CIMB Niaga Branch Sunter, in order to see how the CS staff in serving customers,
handling customer complaints, and in providing service recovery. Next, researchers will
conduct a structured interview regarding service activities Complaint Handling and Recovery
Servive committed by CS. Then, researchers will conduct the book study by processing the data
obtained and compare them with theories that are supported by this study.
Keywords: Complaint, Service Recovery, Loya

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Author Biographies

Hendro Endi Yanto, Sekretariat Unit Penelitian dan Pengabdian kepada Masyarakat (UP2M) Politeknik Negeri Jakarta Gedung Direktorat Lt.2, Telp.(021) 7270036 Psw. 236 Fax (021)7270034 Kampus Baru Universitas Indonesia Depok, DEPOK 16425 Email: politeknologi_pnj@yahoo.com

Teknik Elektro Politeknik Negeri Jakarta

Frianto Pandia, Jurusan Akuntansi Politeknik Negeri Jakarta, Kampus Baru UI Depok 16425

Jurusan Akuntansi