PENERAPAN KONSEP SERVICE EXCELLENCE PERBANKAN SYARI’AH PADA PT. BANK BRI SYARI’AH KCP TELUK KUANTAN

Abstract

The emergence of the Shari'ah BRI Bank is in an effort to help the community to save syari'ah and more guaranteed halal. With the existence of the BRI Sharia Bank KCP Teluk Kuantan can make the economy of the people by issuing products that do not violate the principles of shari'ah both products in raising funds or channeling funds.

The study used a sample of 4 employees consisting of 2 tellers, 1 cleaning service and 1 security guard). Data collection techniques carried out by observation, interviews and documentation and data analysis using the results of interviews with the aim of explaining the real situation.

From the results of research and discussion on the Implementation of the Sharia Banking Service Excellence Concept at PT. BRI Syari'ah KCP Teluk Kuantan can be concluded as follows: Application of the Sharia Banking Service Excellence Concept at PT. BRI Syari'ah KCP Teluk Kuantan can be done by using several standards, namely: a) Ability (Ability) able to communicate with customers properly. b) Attitude (attitude) friendly, smiling, gentle to customers c) Appearance (Appearance) Teller, CS and Security according to existing standards d) Attention (Attention) CS greet and give understanding to customers e) Action (Action / Speech ) the accuracy of speech and actions in the service and f) Accountability according to their respective fields.

Factors that support and hinder the application of the Sharia Banking Service Excellence concept at PT. BRI Syari'ah KCP Teluk Kuantan supporting factors are: The bank operates with the syari'ah system that is in accordance with Islamic principles, uses the syari'ah system so that its halal status is clear, management is supported by the services of employees or employees of the BRI Syari'ah bank capable serving customers well and inhibiting factors so as to make the service disrupted include: Network Congestion (Slow) or disconnected (Selindo), lack of availability of BRI Shari'ah Bank ATM machines, limited parking space for customers and customers many needs when opening a savings account /account.