PENERAPAN SERVICE EXCELLENCE OLEH CUSTOMER SERVICE PT. BANK TABUNGAN NEGARA (PERSERO) CAPEM UNIVERSITAS ISLAM NEGERI SUNAN AMPEL SURABAYA

A good bank is a bank that is not only manageable with the principles of good banking governance, but also must satisfy the principle of clean, efficient and disciplined. Service Excellence is a very good service and exceeding customer expectations. For banks, service excellence is important to retain the loyalty of its customers and can help the development of the business in the future. For customers, service excellence is important to add an alternative take decisions in terms of choosing and buying the product. As for bank staff, service excellence can provide a sense of pride in them when the application and implementation of service excellence can go according to the applicable procedures that could eventually lead to a sense of satisfaction and customer loyalty. PT. State Savings Bank ( Persero ) Capem State Islamic University Sunan Ampel Surabaya, in order to realize superior service already has a service standard guidelines that are applied to all employees. Moreover, for a customer service representative who is one of the front liner and the cutting edge of a bank , already has a service standard that should be applied whenever dealing with customers. Keywords : Service Excellence, Customer Service