PERANAN CUSTOMER SERVICE DALAM MENINGKATKAN CITRA PERUSAHAAN DI MATA NASABAH BANK MANDIRI KANTOR CABANG PEMBANTU SEPANJANG SIDOARJO

Abstract

The rapid growth in banking impact on the more intense competition in the case get customer
or maintain a customer. Many similarities in terms of the program and products offered by the bank to
the customer make competition shifted toward corporate image banking. No exception The Bank
Mandiri branch office of Sepanjang Sidoarjo who took the initiative demanding the customer service
to replace the role of public relation in the increases image of the company but in portion of the
different. In this study researchers want to know the role of customer service Bank Mandiri branch
office of Sepanjang Sidoarjo increases corporate image to customers. This study guide Bank Mandiri
branch office of Sepanjang Sidoarjo and in process of data collection using interview, observation,
and documentation. After data collected reseachers using the analysis of inductive to analyze and then
presented in writing. The results prove a variety of the role of customer service increases corporate
image through serve with a vengeance, patience, fast response, friendly, polite, as well as always
provide information updated to all customers. All of this prove that the role of customer service
increases image Bank Mandiri branch office of Sepanjang it is important. Recommendations in this
study is that the company continue to develop competence customer service to better again, and for
further research in to include a wider again.
Keywords : customer service, bank, image, customer