IMPLEMENTATION OF EXCELLENT SERVICE CULTURE TOWARDS CUSTOMERS AT BANK CENTRAL ASIA MAIN BRANCH MOJOKERTO

Abstract

Banking as a financial institution trusted by the community that has an important role in the economy. In 1827 the economic structure of Indonesia was still dominated by a colonial structure whose profits from bank transactions were more for their country, so that in this condition it gave rise to the desire of the community to establish a bank. Bank Central Asia began operating on February 21, 1957 and is headquartered in Jakarta in the transaction process the banking party will provide services to meet the needs of customer demand. Service in the bank is an important part because in the process it is related to customers. Excellent Service is a service that meets quality standards. Customer service or commonly called customer service where the work is always related to customers and maintaining good relationships, in order to maintain the image of the bank so that quality services are created. Service quality is used as a benchmark whether the service is in accordance with customer expectations and the level of service makes customers feel satisfied. By using a qualitative method with a case study approach, namely collecting from other sources or interviews, literature studies and documentaries. The purpose of this scientific paper can be concluded that the application of excellent service is to avoid customer switching caused by errors in providing services in serving customers.