Implementasi Ultimate Service dalam Meningkatkan Kepuasan dan Literasi Nasabah pada Bank Syariah Indonesia KC Surabaya Diponegoro

Riska Delta Rahayu (1), Nurul Izzah Adiningsih (2), Riski Delta Ningtyas (3), Sabella Putriani (4), Ana Toni Roby Candra Yudha (5)
(1) Universitas Islam Negeri Sunan Ampel Surabaya, Indonesia,
(2) UIN Sunan Ampel Surabaya, Indonesia,
(3) UIN Sunan Ampel Surabaya, Indonesia,
(4) UIN Sunan Ampel Surabaya, Indonesia,
(5) UIN Sunan Ampel Surabaya, Indonesia
https://doi.org/10.30651/jms.v7i1.10846

Article Sidebar

Issue
Vol. 7 No. 1 (2022)
Pdf

Abstract

Pelayanan prima yang diberikan bank kepada nasabahnya merupakan bagian penting dalam mendukung kepercayaan dan kenyamanan nasabah. Kualitas pelayanan yang baik tidak hanya bertujuan untuk meningkatkan citra perusahaan saja namun juga untuk terciptanya loyalitas nasabah dan meningkatkan literasi nasabah dan masyarakat umum mengenai perbankan syariah. Studi ini bertujuan untuk mengetahui dan menganalisis penerapan ultimate service di Bank Syariah Indonesia dalam meningkatkan kepuasan dan literasi nasabah tentang Bank Syariah Indonesia. Peneliti menggunakan metode penelitian kualitatif deskriptif dengan menggunakan sumber data primer dan sekunder yang kemudian di analisis secara deskriptif untuk memberikan gambaran detail terkait penerapan ultimate service di Bank Syariah Indonesia KC Surabaya Diponegoro berdasarkan konsep pelayanan prima A6 (Ability, Attitude, Appearance, Attention, Action, Accountability) telah berupaya untuk menerapkan pelayanan yang disebut ultimate service, dimana bank syariah tidak hanya sebagai transactional branch namun sebagai relation branch yang dapat memenuhi kebutuhan dan keinginan nasabah. Customer service dapat bertindak sebagai financial advisor sekaligus sales officer yang memberikan kepuasan pelanggan dan literasi bagi nasabah. Ultimate service diharapkan dapat meningkatkan kualitas pelayanan dalam memberikan kenyamanan dan kepercayaan serta meningkatkan literasi dan wawasan nasabah terhadap Bank Syariah Indonesia.

Full text article

Generated from XML file

Authors

Riska Delta Rahayu
Universitas Islam Negeri Sunan Ampel Surabaya
riskadelta.r@gmail.com (Primary Contact)
Nurul Izzah Adiningsih
UIN Sunan Ampel Surabaya
Riski Delta Ningtyas
UIN Sunan Ampel Surabaya
Sabella Putriani
UIN Sunan Ampel Surabaya
Ana Toni Roby Candra Yudha
UIN Sunan Ampel Surabaya
http://orcid.org/0000-0002-2527-1478
Author Biography

Riska Delta Rahayu, Universitas Islam Negeri Sunan Ampel Surabaya

Ekonomi Syariah
Rahayu, R. D., Adiningsih, N. I., Ningtyas, R. D., Putriani, S., & Yudha, A. T. R. C. (2022). Implementasi Ultimate Service dalam Meningkatkan Kepuasan dan Literasi Nasabah pada Bank Syariah Indonesia KC Surabaya Diponegoro. Jurnal Masharif Al-Syariah: Jurnal Ekonomi Dan Perbankan Syariah, 7(1), 62–91. https://doi.org/10.30651/jms.v7i1.10846
Download Citation
Endnote/Zotero/Mendeley (RIS) BibTeX

The Authors submitting a manuscript do so on the understanding that if accepted for publication, copyright of the article shall be assigned to Jurnal Masharif al-Syariah: Jurnal Ekonomi dan Perbankan Syariah and Faculty Of Islamic Religiuos Universitas Muhammadiyah Surabaya as publisher of the journal.

Copyright encompasses exclusive rights to reproduce and deliver the article in all form and media, including reprints, photographs, microfilms and any other similar reproductions, as well as translations. The reproduction of any part of this journal, its storage in databases and its transmission by any form or media, such as electronic, electrostatic and mechanical copies, photocopies, recordings, magnetic media, etc., will be allowed only with a written permission from Jurnal Masharif al-Syariah: Jurnal Ekonomi dan Perbankan Syariah and Faculty Of Islamic Religiuos Universitas Muhammadiyah Surabaya.

Faculty Of Islamic Religiuos Universitas Muhammadiyah Surabaya, the Editors and the Advisory Editorial Board make every effort to ensure that no wrong or misleading data, opinions or statements be published in the journal. In any way, the contents of the articles and advertisements published in the Tadarus are sole and exclusive responsibility of their respective authors and advertisers.

Rights of Authors
The Jurnal Masharif al-Syariah: Jurnal Ekonomi dan Perbankan Syariah And Faculty Of Islamic Religiuos Universitas Muhammadiyah Surabaya recognize the retention of the following:

  • Patent and trademark rights and rights to any process or procedure described in the article.
  • The right to photocopy or make single electronic copies of the article for their own personal use, including for their own classroom use, or for the personal use of colleagues, provided the copies are not offered for sale and are not distributed in a systematic way outside of their employing institution (e.g. via an e-mail list or public file server). Posting of an article on a secure network (not accessible to the public) within the author institution is permitted.
  • The right, subsequent to publication, to use the article or any part thereof free of charge in a printed compilation of works of their own, such as collected writings or lecture notes.

Article Details