SERVICESCAPE IMPROVEMENT OF MANDIRI PRIORITY LOUNGE TO IMPROVE THE SERVICE QUALITY TO PRIORITY CUSTOMERS CASE STUDY : MANDIRI PRIORITY LOUNGE IN SURAPATI STREET BANDUNG

• Main Author: SEKARSARI (NIM : 29109016); Pembimbing : Dr. Ir. Mustika Sufiati Purwanegara, MSc dan Drs. Her, RINDU
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/19324
• Institution: Institut Teknologi Bandung

The rapid development of the banking industry makes banks need to improve its service quality to compete with its competitors. Bank Mandiri is one of the public banks that aim to improve the quality of service to the premium customer, which the number always increase. The premium customer in Mandiri is called the priority customer. It is customers that have at least Rp 500 million in its Mandiri account. This segment is a special segment that has high level of service expectations, so that the continuous delivery of excellence service is very important. One of the aspects that support the services delivery is servicescape. <br /> <br /> <br /> <br /> Servicescape is an environment where the service delivery takes place, proper or not the servicescape condition will highly influence customer satisfaction. <br /> <br /> <br /> <br /> Servicescape also become one of measurement to evaluate the entire Mandiri Priority image, unfortunately, some company do not give too much attention to this aspects. In fact a good servicescape will not only gives good image to the entire service but also improve the employees performance with forming ambience that enhance the mood of employees and customers. The author conducted research to find out what is really desired by the customers of Mandiri Priority from the priority management related to support facilities of outlets priority. The problems which are occur in the observations indicate that there are problems on the layout system resulting in a poor customer perception <br /> <br /> and poor operational effectiveness. The research results of the problems will be analyzed to get a solution. One way that can be done by the priority management is to renovate an existing outlet facilities. With doing some renovation, priority management not only can solve the problems that occurred but also can improve employee <br /> <br /> performance through creating better working environment. Better performance resulting in the achievement of service excellence.