Main Article Content

Abstract

As a well-known microfinance institution in Sukorejo, BMT Bismillah wants to always
maintain its existence, by always providing service excellence to its customers so that
customers become satisfied and loyal. For service excellence to be carried out, surely
there must be a subject or actor who can deliver excellent service which is the main goal.
The subject or actor intended is a customer service. BMT Bismillah certainly has service
excellence standards that must be applied by customer service. Therefore, the authors are
interested in researching how the service excellence implemented by Bismillah Sukorejo
BMT customer service by analyzing it using existing standards. The main problem in this
study is how the implementation of service excellence standards for services that actually
occur in BMT Bismillah carried out by customer service. This type of research is field
research by taking the location of research in BMT Bismillah Sukorejo using a qualitative
approach. The data in this study consisted of primary data and secondary data obtained
using the method of interviews (interviews) with customer service, documentation and
observation. The results showed that customer service is able to implement the standards
set by BMT Bismillah into services that have become its work, but not just any service
but excellent service (service excellence) which includes the basic aspects of
Accountability, Action, Attention, Appearance, Attitude, Ability that is able to satisfy and
attract customers to remain loyal to BMT Bismillah.
Keyword : Service Excellence, Customer service, BMT Bismillah BMT Bismillah Prime Servic
Standards

Keywords

Service Excellence, Customer service, BMT Bismillah BMT Bismillah Prime Servic Standards

Article Details

How to Cite
Alif, A. A. S. (2020). A IMPLEMENTASI SERVICE EXCELLENCE OLEH CUSTOMER SERVICE PADA BMT BISMILLAH SUKOREJO. BALANCA : Jurnal Ekonomi Dan Bisnis Islam, 2(1), 15-23. https://doi.org/10.35905/balanca.v2i1.1344

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