Kualitas Pelayanan Publik di Bank Jatim Cabang Kabupaten Bangkalan. (Quality of Public Service at Bank Jatim Bangkalan Regency Branch).

Muzayyin, Achmad (2023) Kualitas Pelayanan Publik di Bank Jatim Cabang Kabupaten Bangkalan. (Quality of Public Service at Bank Jatim Bangkalan Regency Branch). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

Currently, business competition is very sharp, marked by progress in the global economy which can encourage business growth in the service sector. Banking is a service industry that is able to encourage Indonesia's economic growth because banking has become a service industry that contributes to national income and functions as an intermediary institution to accommodate public funds and channel them back to productive economic activities. The research used in this research is descriptive with a qualitative approach. The data collected in this research consists of individuals' written or spoken words and observable behavior. In this research, researchers used a form of qualitative descriptive research to explain and describe phenomena related to the quality of public services offered by Bank Jatim Bangkalan Branch. The quality of public services is assessed from 4 dimensions which are considered good, but during the implementation of public services, it is not uncommon for obstacles to arise that hinder their smooth operations. One of these obstacles is inadequate allocation of personnel resources. Currently, there is one staff member taking on a customer service role, which is a challenge in providing public services at Bank Jatim Bangkalan Branch. To solve this problem, employees from other departments also help the customer service staff. Conclusion The quality of public services at Bank Jatim Bangkalan Branch is assessed from 4 dimensions and the main obstacle to the quality of public services at Bank Jatim Bangkalan Branch is the lack of allocation of personnel resources. The main contributing component is collaboration and assistance between staff, ensuring services are able to function as expected by the community, in addition to the presence of adequate facilities and infrastructure.

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