Sistem Transaksi Teknologi Informasi Terhadap Kualitas Layanan Jasa Customer Service Perbankan Melalui Aplikasi Brimo Pada Bank BRI Unit Kartini Palu

ABSTRACT

Winny Adriyanti Utami C20018004, Tittle “Technology Transaction System on Banking Customer Service Services through the Brimo Application at the Unit Bank of Kartini, Palu.” Under Supervisions of Elimawaty Rombe as Supervisor and Sri Wanti as Co Supervisor.

This research aims at determining the quality of banking customer service services through the Brimo application at the Unit Bank of Kartini, Palu. This is a descriptive research. The data were collected through observation, documentation, interviews and distributing questionnaires. This qualitative research population was the customers who come to BRI, of the users of Brimo application. Thirty respondents were taken as research samples. The results show that service quality is divided into five dimensions, namely: physical evidence, reliability, responsiveness, assurance, and empathy. The service quality has been implemented well enough, but the existing deficiencies must be corrected and the strengths must be maintained in order to achieve the company's goals.

Keywords: Service Quality, namely: Physical Evidence, Reliability, Responsiveness, Assurance and Empathy

Winny Adriyanti Utami C20018004, Tittle “Technology Transaction System on Banking Customer Service Services through the Brimo Application at the Unit Bank of Kartini, Palu.” Under Supervisions of Elimawaty Rombe as Supervisor and Sri Wanti as Co Supervisor.

This research aims at determining the quality of banking customer service services through the Brimo application at the Unit Bank of Kartini, Palu. This is a descriptive research. The data were collected through observation, documentation, interviews and distributing questionnaires. This qualitative research population was the customers who come to BRI, of the users of Brimo application. Thirty respondents were taken as research samples. The results show that service quality is divided into five dimensions, namely: physical evidence, reliability, responsiveness, assurance, and empathy. The service quality has been implemented well enough, but the existing deficiencies must be corrected and the strengths must be maintained in order to achieve the company's goals.

Keywords: Service Quality, namely: Physical Evidence, Reliability, Responsiveness, Assurance and Empathy