Analisis Pelayanan Prima Pada PT. Bnk Tabungan Negara (Persero) Tbk. Kantor Cabang Surakarta: Tinjauan Tingkat Kepuasan Nasabah

ABSTRACT ANALYSIS OF SERVICE EXCELLENCE IN PT. BANK TABUNGAN NEGARA (PERSERO) TBK. OF SURAKARTA BRANCH OFFICE: A STUDY ON CUSTOMER SATISFACTION LEVEL MARIA CLARA IVY MARTHA F3614067 The objective of research was to find out the application and strategy of improving the service excellent of PT. Bank Tabungan Negara (Persero) Tbk. of Surakarta Branch Office, the constraints are encountered in providing service excellent, and the customers perception is on the service excellent provided. The research method used was descriptive analysis. The type of data used in this research was qualitative data, describing the objective condition based on facts appearing and presented in the form of words. The data used in this research were primary and secondary ones. Primary data was obtained from interview and questionnaire distribution. Secondary data was obtained from annual report of BTN. PT. Bank Tabungan Negara (Persero) Tbk. of Surakarta Branch Office had its own strategy to implement and to improve the service excellent by applying the first rate pattern. In implementing the service excellent, there were some constraints due to system fault such as facility provided, then different customer standardization and due to employees. However, most BTN customers had been satisfied with the service provided. The good service excellent should be maintained and improved to keep the customer satisfied. BTN should be able to deal with the customers’ grievance and should always monitor the customers by means of distributing questionnaire to the customers. Keywords: service excellent, customer satisfactio