Analisis Pelayanan Prima (Excellent Service) pada Nasabah di Bank Jatim Cabang Sampang

Analysis of Excellent Service to Customers at Bank Jatim Sampang Branch

Pemerintah mengupayakan pelayanan publik terbaik untuk memberikan kenyamanan pada masyarakat melalui peraturan. Namun di lapangan masih terdapat fasilitator pelayanan yang tidak memenuhi pelayanan prima, tak terkecuali di bidang perbankan. Salah satu contoh analisis pelayanan prima (excellent service) pada nasabah di Bank Jatim Cabang Sampang. Penelitian ini bertujuan untuk mendeskripsikan analisis pelayanan prima (excellent service) pada nasabah di Bank Jatim Cabang Sampang. Jenis penelitian yang digunakan adalah deskriptif kualitatif. Fokus penelitiannya menggunakan teori A6 menurut Barata (2014) yaitu sikap (attitude), perhatian (attention), tindakan (action), kemampuan (ability), penampilan (appearance) dan tanggung jawab (accountability). Teknik pengumpulan data dilakukan melalui observasi, wawancara, studi literatur serta dokumentasi.  Analisis data dilakukan pengumpulan data, reduksi data, penyajian data dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa sikap (attitude), Bank Jatim Cabang Sampang dalam penerapan sikap kurang sabar melayani nasabah. Perhatian (attention), Bank Jatim Cabang Sampang dalam pemberian perhatian yang rata tidak tersampaikan dengan baik terhadap nasabah. Tindakan (action), Bank Jatim Cabang Sampang dalam pelayanannya telah memenuhi prinsip cepat, tepat, hemat, dan selamat. Kemampuan (ability) Bank Jatim Cabang Sampang memiliki pegawai dengan kemampuan memumpuni. Penampilan (appearance), Bank Jatim Cabang Sampang menerapkan dan memenuhi kriteria berpenampilan yang baik dari segi fisik maupun non fisik. Tanggung jawab (accountability), Bank Jatim Cabang Sampang sudah bertanggung jawab dengan baik meskipun masih membutuhkan perbaikan. Saran dalam penelitian ini, dalam memberikan pelayanan harus sabar tanpa ada perbedaan perlakuan terhadap nasabah selama proses pemberian pelayanan prima di Bank Jatim Cabang Sampang.

Kata Kunci : Pelayanan Publik, Pelayanan Prima, Pelayanan Perbankan

The government strives for the best public services to provide comfort to the community through regulations. However, in the field there are still service facilitators who do not meet excellent service, including in the banking sector. One example of excellent service analysis for customers at Bank Jatim Sampang Branch. This study aims to describe the analysis of excellent service for customers at Bank Jatim Sampang Branch. The type of research used is qualitative descriptive. The focus of his research uses the A6 theory according to Barata (2014), namely attitude, attention, action, ability, appearance and accountability. Data collection techniques are carried out through observation, interviews, literature studies and documentation.  Data analysis is carried out data collection, data reduction, data presentation and conclusions. The results showed that the attitude of Bank Jatim Sampang Branch in implementing an impatient attitude to serve customers. Attention, Bank Jatim Sampang Branch in giving average attention is not conveyed well to customers. Action, Bank Jatim Sampang Branch in its services has fulfilled the principles of fast, precise, economical, and safe. The ability of Bank Jatim Sampang Branch has employees with the ability to collect. Appearance, Bank Jatim Sampang Branch applies and meets the criteria for good appearance in terms of physical and non-physical. Accountability, Bank Jatim Sampang Branch is well responsible even though it still needs improvement. The advice in this study, in providing services must be patient without any difference in treatment of customers during the process of providing excellent service at Bank Jatim Sampang Branch.

Keywords : Public Service, Excellent Service, Banking Service