IMPLEMENTASI PELAYANAN MENGGUNAKAN MESIN CUSTOMER SERVICE DIGITAL PADA BCA KCP HASANUDIN

FAADIYAH AULIA RIHHADATUL 'AISY, . (2025) IMPLEMENTASI PELAYANAN MENGGUNAKAN MESIN CUSTOMER SERVICE DIGITAL PADA BCA KCP HASANUDIN. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk mengetahui bagaimana proses implementasi pelayanan menggunakan mesin Customer Service Digital dalam mendukung kegiatan operasional di BCA KCP Hasanudin, mengetahui kendala yang terjadi pada pelayanan menggunakan mesin Customer Service Digital, dan menjelaskan langkah-langkah mengatasi kendala ketika menggunakan mesin Customer Service Digital. Penelitian ini menggunakan metode kualitatif dengan pendekatan deskriptif. Teknik pengumpulan data yang dilakukan dalam penelitian ini melalui observasi, wawancara, dan dokumentasi. Informan dalam penelitian ini merupakn karyawan dan nasabah yang terlibat langsung sebagai pengelola dan pengguna dalam penerapan mesin Customer Service Digital di BCA KCP Hasanudin. Berdasarkan hasil penelitian, dapat diketahui bahwa proses penerapan mesin Customer Service Digital telah dilakukan secara sistematis dan terstruktur. Proses penerapan tersebut meliputi, tahapan perencanaan, pelaksanaan, dan pemeliharaan. Penerapan mesin Customer Service Digital di BCA KCP Hasanudin telah memberikan dampak positif diantaranya meningkatkan kecepatan pelayanan, mengurangi antrean, serta memberikan customer experience yang lebih modern dan mandiri bagi nasabah. Namun, dalam pelaksanaannya masih terdapat kendala dalam mengoperasikan mesin tersebut, misalnya kurangnya pemahaman dan rasa keingintahuan lebih dari nasabah dan adakalanya sistem mengalami downtime. Dari adanya kendala tersebut, tedapat beberapa solusi yang telah dilakukan yaitu, melakukan telling solution mengenai mission digital secara konsisten. Yang mana, petugas memberikan kepada seluruh nasabah yang bertransaksi mengenai kegunaan, fungsi, manfaat, keuntungan, dan tata cara penggunaan dari mesin-mesin digital yang telah tersedia dan terus melakukan perawatan rutin dan berkala pada mesin Customer Service Digital di BCA KCP Hasanudin. ***** This study aims to determine the implementation process of services using a Digital Customer Service Machine to support operational activities at BCA KCP Hasanudin, identify obstacles encountered in services using the Digital Customer Service Machine, and explain steps to overcome obstacles when using the Digital Customer Service Machine. This study used a qualitative method with a descriptive approach. Data collection techniques used in this study included observation, interviews, and documentation. Informants in this study were employees and customers directly involved as managers and users in the implementation of the Digital Customer Service Machine at BCA KCP Hasanudin. Based on the research results, it can be seen that the implementation of the Digital Customer Service machine was carried out systematically and structured. This implementation process included planning, implementation, and maintenance. The implementation of the Digital Customer Service machine at BCA KCP Hasanudin has had positive impacts, including increasing service speed, reducing queues, and providing a more modern and independent customer experience for customers. However, during implementation, there were still challenges in operating the machine, such as a lack of understanding and curiosity among customers, and occasional system downtime. To address these challenges, several solutions were implemented, including consistently communicating solutions about the digital mission. Staff provided all customers with information about the use, function, benefits, advantages, and procedures for using the available digital machines, and continued routine and periodic maintenance of the Digital Customer Service machine at BCA KCP Hasanudin.

Item Type:	Thesis (Sarjana)
Additional Information:	1) Prof. Dr. Puji Wahono, S.E., M.Si.; 2) Suherdi, S.Pd., S.H., M.M.
Subjects:	Manajemen > Manajemen Kantor, Organisasi Manajemen > Perilaku Konsumen Teknologi dan Ilmu Terapan > Teknologi (umum)
Divisions:	FE > D IV Administrasi Perkantoran Digital
Depositing User:	Faadiyah Aulia Rihhadatul ‘Aisy .
Date Deposited:	13 Aug 2025 23:49
Last Modified:	13 Aug 2025 23:49
URI:	http://repository.unj.ac.id/id/eprint/60414

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