ANALISIS PENERAPAN KONSEP SERVICE EXCELLENCE PADA BANK BRI SYARIAH KCP TELUK KUANTAN PADA MASA PANDEMI COVID-19

Abstract

Customer service is one of the factors that greatly the company in selling its products. Therefore, service excellence is needed in serving these customer. In order for Service Excellence to be accomplished, it requires employees or human resources who can deliver excellencet service or service excellence. Customer service Bank BRI Syariah KCP Teluk Kuantan must really implement all the service standards of BRI Syariah into its implementation. Starting from the ability, attitude, appearance, attention, action, and responsibilty must be carried out in accordance with existingservice standards. But at this time Indonesia is being hit by the city of Teluk Kuantan, so service in each company are difficult to carry out.

This research is a qualitative research with descriptive analysis, aims to describe the application of the concept of service excellence in islamic banks during the covid-19 pandemic. Sources of data in this study were obtained from primary data secondary data sources using observation, interview, and documentation techniques.

Based on the results of the research that has been carried out, the researchers can conclude that the analysis of the application of the service  excellence concept at the Bank BRI Syariah KCP Teluk Kuantan during the Covid-19 Pandemic has implemented Health Protocols such as Wearing Masks, Washing Hands, Checking Temperature, and Sosial Distancing. And the supporting factors for the concept of the service excellence in the KCP bay Kuantan BRI Syariah Bank during the Covid-19 pandemic, namely the Bank operating with a sharia system in accordance with islamic principles, using the sharia system so that it is clear that its halal, management is also supported by service in the from of friendly employees are able to serve customer well. As for the inhibiting factors for the application of the concept of service excellence at the BRI Syariah bank KCP Teluk Kuantan during the Covid-19 pandemic, namely maintaining distance, congestion, problems, lack of availability of islmic bank ATM machines, limited parking space.