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

Authors

  • Riska Delta Rahayu Universitas Islam Negeri Sunan Ampel Surabaya
  • 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

DOI:

https://doi.org/10.30651/jms.v7i1.10846

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.

Author Biography

Riska Delta Rahayu, Universitas Islam Negeri Sunan Ampel Surabaya

Ekonomi Syariah

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Published

2022-06-03

How to Cite

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

Issue

Vol. 7 No. 1 (2022)

Section

Artikel

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