Fitria Handayani (2020) Model Kompetensi Customer Service Perbankan Di Era Digital: Studi Pada Bank BCA KCU Indrapura Surabaya. Thesis thesis, UNIVERSITAS AIRLANGGA.
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Abstract
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.
| Item Type: | Thesis (Thesis) | |||||||||
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| Additional Information: | KKB KK-2 TPS. 07-21 Han m | |||||||||
| Uncontrolled Keywords: | customer service, digitization, bank, competency | |||||||||
| Subjects: | H Social Sciences > HG Finance > HG1-9999 Finance > HG1501-3550 Banking T Technology > TK Electrical engineering. Electronics Nuclear engineering > TK7868.D5 Digital electronics and Electronic circuit design |
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| Divisions: | 09. Sekolah Pasca Sarjana > S2 Pengembangan Sumber Daya Manusia | |||||||||
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| Depositing User: | Tatik Poedjijarti | |||||||||
| Date Deposited: | 28 Jan 2021 04:23 | |||||||||
| Last Modified: | 28 Jan 2021 04:23 | |||||||||
| URI: | http://repository.unair.ac.id/id/eprint/103384 | |||||||||
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