PT. Bank BPD Aceh (BPD) is one of the banks operating in Aceh. It provides funds for development in Aceh as part of a national devellopment program. BPD offers products and services in a conventional system; there are Working Capital Loan, Investment Loan, Consumptive Loan, and Special Program Loans. Among all those loans, this capita selecta would be focused on Consumptive Loan, of which the customers are several institutions of civil servants, nurses, and also teachers. The distribution of consumer loans is very important because it can improve their living conditions by channeling funds from BPD. It would consider if the customers meet the requirements and eligibility for a nominal amount of loans taken. In fact, the number of customers who take the consumptive loan increased from year to year. Therefore, it is important for the bank to improve their Service Excellence which focuses on providing services that generate customer satisfaction, by always being close to the customers and building a pleasant impression that can convey a positive image in customer's minds. The customers would then be motivated and take an active role in the implementation of service excellence. In order to improve service excellence in PT. Bank BPD Aceh, I consider using the Theory of Service Excellence, which is building positive attitude & professional grooming, handling customer complaint, handlingmoment of truth, and developing communications skill. The most suitable recommendations can then be reached through implementing this theory in solving problems pertaining to customer service.



Research Location : PT. Bank BPD Aceh

Supervisor : Osriman Oesman

Accepted Date : December 5, 2010





Read at Library Only.





Research Location : PT. Bank BPD Aceh Langsa Branch



Read at Library Only.