Pola Komunikasi Pelayanan Customer Service Bank Jabar-Banten Selama Pandemi Covid-19
DOI:
https://doi.org/10.38194/jurkom.v5i1.421Keywords:
Covid-19, Communication, Service, bankAbstract
This study focuses is changing the way of Customer Service works during the Covid-19 pandemic. The change in the Customer Service mechanism during the Covid-19 pandemic became the background of the problem, therefore a study was needed regarding the working mechanism of Customer Service during the Covid-19 pandemic. The purpose of the study was to analyze all forms of change and communication patterns in Customer Service services during the Covid-19 pandemic. The qualitative method used in this research is a case study approach. Involving two Customer Service and three customers as informants. The data collection techniques are data reduction, data presentation and conclusions (data verification). The results of this study found three differences in the mechanism of Customer Service during the Covid-19 pandemic which included changes in the layout of the room, changes in working hours and Customer Service attributes. The results of this study, researchers hope to contribute to improving the business of the banking sector and improve Customer Service hence that there is no miscommunication does not occur in the next time.
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Tery dan Franklin. (2003). Pengertian Komunikasi Kajian Pustaka. Journal of Chemical Information and Modeling, 52. http://repository.unpas.ac.id/11586/5/BAB 2.pdf
Wahdian, & Setiawati, S. D. (2020). Customer Relationship Management Pt. Samsung Electronics Indonesia Di Tengah Pandemi Covid-19 Di Indonesia. Linimasa: Jurnal Ilmu Komunikasi, 3(2), 55–66. http://www.journal.unpas.ac.id/index.php/linimasa/article/view/2778
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Ajif, P. (2013). Pola Jaringan Sosial pada Industri Kecil Rambut Palsu di Desa Karangbanjar, Kecamatan Bojongsari, Kabupaten Purbalingga. Jurnal Penelitian, 31–40. https://eprints.uny.ac.id/18100/5/BAB III 09.10.033 Aji p.pdf
Alnsour, M. S. (2013). How to Retain a Bank Customer: A Qualitative Study of Jordanian Banks Relational Strategies. International Journal of Marketing Studies, 5(4), 123–131. https://doi.org/10.5539/ijms.v5n4p123
Andhini, N. F. (2017). Pemberian reward dan punishment. Journal of Chemical Information and Modeling, 53(9), 1689–1699.
Blery, E., & Michalakopoulos, M. (2006). Customer relationship management: A case study of a Greek bank. Journal of Financial Services Marketing, 11(2), 116–124. https://doi.org/10.1057/palgrave.fsm.4760014
Fay, D. L. (1967). Angewandte Chemie International Edition, 6(11), 951–952.
Handayani, D., Hadi, D. R., Isbaniah, F., Burhan, E., & Agustin, H. (2020). Corona Virus Disease 2019. Jurnal Respirologi Indonesia, 40(2), 119–129. https://doi.org/10.36497/jri.v40i2.101
Hendrawan, A., Sucahyowati, H., & Laras, T. (2020). AmaNU?: Jurnal Manajemen dan Ekonomi Suwono AmaNU?: Jurnal Manajemen dan Ekonomi AmaNU?: Jurnal Manajemen dan Ekonomi Suwono AmaNU?: Jurnal Manajemen dan Ekonomi. Manajemen Dan Ekonomi, 3(1), 55–72.
Hidayat, D. (2012). Komunikasi Antarpribadi dan Medianya. http://digilib.fisipol.ugm.ac.id/handle/15717717/16296
Hidayat, D., & Rachmiatie, A. (2021). Construction of Social Reality for Physical Distancing During the COVID-19 Pandemic. Komunikasi, 13(1), 10–19.
Ii, B. A. B., & Teori, A. K. (n.d.). Mohammad Shoelhi, Komunikasi Internasional Perspektif Jurnalistik (Bandung: Sembiosa Rekatama Media, 2004), hlm.2. 17 11. 11–31.
Khoirudin, A., & Hafizd, J. Z. (2020). Pendampingan Operasional Bank Syariah Di Masa Pandemi Covid-19. Dimasejati: Jurnal Pengabdian Kepada Masyarakat, 2(2), 250. https://doi.org/10.24235/dimasejati.v2i2.7330
M. Ja’far, S. S., & Itsnaini, P. raudhatul. (2020). Dampak Covid-19 terhadap Lembaga Keuangan Syariah (PERBANKAN SYARIAH). Bank Syariah Jafar, 1–17.
Margianti. (2017). Implementasi Service Excellence Oleh Customer Service Pada Bank BNI Syariah KCP Bandar Jaya. 5–95.
Maulana, M. A. (2021). Implikasi Covid-19 Terhadap Customer Relationship Management Pada Pembiayaan.
Mawarni, R., & Iqbal Fasa, M. (2021). Optimalisasi Kinerja Digital Banking Bank Syariah di Masa Pandemi Covid-19. Jurnal Manajemen Bisnis (JMB), 34(1), 1–13. http://ejournal.stieibbi.ac.id/index.php/jmb
Mustika, N. (2017). ANALISIS PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP LOYALITAS PELANGGAN DALAM PERSPEKTIF ETIKA BISNIS ISLAM (Studi Pada Bengkel AHASS (Astra Honda Authorized Service Station) Bintang Kharisma Jaya Bandar Lampung). (Doctoral Dissertation, UIN Raden Intan Lampung)., 14–50.
Mutialela, R. (2017). KONSEP DAN APLIKASI ILMU KOMUNIKASI.
Nursalam, 2016, metode penelitian, & Fallis, A. . (2013). Pengertian Customer Service. Journal of Chemical Information and Modeling, 53(9), 1689–1699.
Nurul, D. (2020). Komunikasi Non Verbal Penyampaian Komunikasi. 1–5.
Rostami, A., Amir Khani, A. H., & Soltani, G. (2016). The Impact of E-service Quality on the Improvement of the Level of Communication with Customers of Bank Melli Branches in South Tehran Affairs Office. Procedia Economics and Finance, 36(16), 448–455. https://doi.org/10.1016/s2212-5671(16)30063-6
Saputra, M. I. (2013). Pola Komunikasi Islam Penyuluh Dalam Pencegahan Dan Pemberantasan Bahaya Penyalahgunaan Narkoba Di Kalangan Remaja Kota Langsa. Filsafat Ilmu Komunikasi Suatu Pengantar, 17–54. http://repository.uinsu.ac.id/1109/5/Bab II.pdf
Savira, F., Suharsono, Y., Tamrat, W., Pasimeni, F., Pasimeni, P., Kecerdasan, I., Ikep, P., Shahan, A., Jahan, F., Samuels, R., Group, W. B., Charles, L. E., ??, Smoke, P., Simplice, A., Libâneo, J. C., Lindblom, C. E., Bilney, C., Pillay, S., … LEMES, S. de S. (2017). Komunikasi Non Verbal. Journal of Chemical Information and Modeling, 21(2), 1689–1699. https://www.oecd.org/dac/accountable-effective-institutions/Governance Notebook 2.6 Smoke.pdf
Silvia, S., & Paramita, S. (2019). Kredibilitas Komunikator Dalam Menyampaikan Pesan (Analisis Opini Generasi Milenial Pada Kepala Penerangan Kodam Jaya). Koneksi, 2(2), 569. https://doi.org/10.24912/kn.v2i2.3938
Tahliani, H. (2020). Tantangan Perbankan Syariah dalam Menghadapi Pandemi Covid-19. Madani Syari’ah, 3(2), 92–113. https://stai-binamadani.e-journal.id/Madanisyariah/article/view/205
Tery dan Franklin. (2003). Pengertian Komunikasi Kajian Pustaka. Journal of Chemical Information and Modeling, 52. http://repository.unpas.ac.id/11586/5/BAB 2.pdf
Wahdian, & Setiawati, S. D. (2020). Customer Relationship Management Pt. Samsung Electronics Indonesia Di Tengah Pandemi Covid-19 Di Indonesia. Linimasa: Jurnal Ilmu Komunikasi, 3(2), 55–66. http://www.journal.unpas.ac.id/index.php/linimasa/article/view/2778
Widyasari, Y. (2020). Strategi Komunikasi Yang Efektif Pada Customer Service Dalam Meningkatkan Kepuasan Nasabah Pt Bank Central Asia Tbk (Bca) Kcu …. Danum Pambelum: Jurnal Pendidikan Dan …. https://ejournal.iaknpky.ac.id/index.php/DP/article/view/14
Yolanda, R. F. (2020). Strategi Pelayanan Prima Customer Service Perspektif Bisnis Islam Di Bprs Kotabumi Institut Agama Islam Negeri ( Iain ) Metro 1441 H / 2020 M Strategi Pelayanan Prima Customer Service Institut Agama Islam Negeri ( Iain ) Metro.
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2022-02-25
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