ANALISIS PENGARUH STRATEGI SERVICE RECOVERY YANG DILAKUKAN PERBANKAN TERHADAP KEPUASAN NASABAH DI KOTA SEMARANG
ANALISIS PENGARUH STRATEGI SERVICE RECOVERY YANG DILAKUKAN PERBANKAN TERHADAP KEPUASAN NASABAH DI KOTA SEMARANG
Abstract
Sekalipun perusahaan telah berusaha melakukan yang terbaik dalam rangka memenuhi kebutuhan dan keinginan pelanggannya, seringkali kegagalan jasa (service failure) tetap saja terjadi. Menurut UU RI No 10 Tahun 1998 tanggal 10 November 1998 tentang perbankan, dapat disimpulkan bahwa usaha perbankan meliputi tiga kegiatan, yaitu menghimpun dana, menyalurkan dana dan memberikan jasa bank lainnya. Service recovery merupakan tindakan spesifik yang dilakukan untuk memastikan bahwa pelanggan mendapatkan tingkat pelayanan yang pantas setelah terjadi masalah-masalah dalam pelayanan secara normal. Service recovery yang baik akan mendeteksi dan memecahkan masalah, mencegah kekecewaan dan didisain untuk mengakomodasi keluhan. Service recovery secara umum dapat diwujudkan dengan tiga cara pokok yaitu : distributive justice, procedural justice dan interactional justice.
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