Model Kompetensi Customer Service Perbankan Di Era Digital: Studi Pada Bank BCA KCU Indrapura Surabaya

• 主要作者: Fitria Handayani
• 格式: Theses and Dissertations NonPeerReviewed
• 語言: Indonesian; Indonesian; Indonesian; Indonesian; Indonesian; Indonesian; Indonesian; Indonesian; Indonesian; Indonesian; Indonesian; Indonesian
• 出版: 2020
• 主題: HG1501-3550 Banking; TK7868.D5 Digital electronics and Electronic circuit design
• 在線閱讀: http://repository.unair.ac.id/103384/5/1.%20HALAMAN%20JUDUL.pdf; http://repository.unair.ac.id/103384/1/2.%20ABSTRAK.pdf; http://repository.unair.ac.id/103384/3/3.%20DAFTAR%20ISI.pdf; http://repository.unair.ac.id/103384/4/4.%20BAB%20I%20PENDAHULUAN.pdf; http://repository.unair.ac.id/103384/11/5.%20BAB%20II%20TINJAUAN%20PUSTAKA.pdf; http://repository.unair.ac.id/103384/9/6.%20BAB%20III%20KERANGKA%20PEMIKIRAN.pdf; http://repository.unair.ac.id/103384/12/7.%20BAB%20IV%20METODOLOGI%20PENELITIAN.pdf; http://repository.unair.ac.id/103384/13/8.%20BAB%20V%20HASIL%20PENELITIAN.pdf; http://repository.unair.ac.id/103384/8/9.%20BAB%20VI%20KESIMPULAN%20DAN%20SARAN.pdf; http://repository.unair.ac.id/103384/7/10.%20DAFTAR%20PUSTAKA.pdf; http://repository.unair.ac.id/103384/10/11.%20LAMPIRAN.pdf; http://repository.unair.ac.id/103384/6/12.%20PERNYATAAN%20KEEDIAAN%20PUBLIKASI.pdf; http://repository.unair.ac.id/103384/; http://www.lib.unair.ac.id

This study aims to describe the Customer Service (CS) competency model in the digital era at Bank BCA KCU Indrapura. This research used qualitative method with a case study approach, which very suitable to see a unique phenomenon. The process of data collection in this study used a depth interviews method for each participant. By using the competency characteristic by Spencer (1993) as motives, traits, knowledge, skills and self-concept. From the results of this study shows that there are 10 models of banking customer service competencies in digital era, namely job’s knowledge, quality and quantity, customer service orientation, team work, effective communication, integrity, dynamic, analytical thinking, technical skill and sales skill.