ARJUNA, ARJUNA (2025) PERSEPSI NASABAH TERHADAP KUALITAS LAYANAN TELLER BANK PADA PT. BANK RAKYAT INDONESIA Tbk. UNIT KOTAANYAR PROBOLINGGO LAPORAN TUGAS AKHIR. Diploma thesis, Institut Teknologi Dan Sains Mandala Jember.
![[img]](http://repo.itsm.ac.id/style/images/fileicons/text.png) |
Text
03 B. TUGAS AKHIR ARJUNA SAMBA_removed.pdf Restricted to Registered users only Download (460kB) | Request a copy |
Abstract
ABSTRACT This research aims to analyze customers’ perceptions of teller service quality at PT Bank Rakyat Indonesia (Persero) Tbk, Kotaanyar Unit, Probolinggo. Teller service is the main point of interaction between customers and the bank, particularly in rural areas where face-to-face transactions remain common. A descriptive qualitative approach was applied, with data collected through observation, in-depth interviews, and documentation involving customers who had previously used teller services. The findings indicate that most customers perceive the teller service positively. Tellers are considered friendly, communicative, and accurate in handling transactions. However, challenges such as long queues during peak periods, limited teller availability, and occasional system disruptions were identified. Customers feel secure when conducting transactions and trust that their personal information is well protected. Customers also expect additional teller staff, improved waiting area facilities, and broader education on digital banking services to enhance overall service quality. Keywords: customer perception, service quality, bank teller, BRI, banking services.
| Item Type: | Thesis (Diploma) |
|---|---|
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Divisions: | D3 PERBANKAN-D3 |
| Depositing User: | KARIM BUDIONO |
| Date Deposited: | 17 Apr 2026 07:56 |
| Last Modified: | 17 Apr 2026 07:56 |
| URI: | http://repo.itsm.ac.id/id/eprint/1699 |
Actions (login required)
 |
View Item |