FENOMENOLOGI NASABAH TERHADAP IMPLEMENTASI SERVICE EXCELLENCE PARA PENGELOLA KSPPS BMT NU CABANG BANYUATES SAMPANG

Abstract

This research aims to find out how the phenomenology of the customer to the excellent service of managers KSPPS BMT NU Branch Banyuates Sampang, This research is disrupted by the lack of customer satisfaction to the superior service applied by BMT NU branch Banyuatés, while excellent service has tried as much as possible in the implementation of superior service or excellent service. Based on this, then there are two problems that become a special study in this research is: First, how phenomenology of the customer at BMT NU Branch Banyuates Sampang. Second, how the implementation of excellent service at BMT Nu Branch banyuates sampang. This research uses a qualitative approach with a descriptive type. Source data obtained through interviews, observations and documentation. The information is the employees of BMT NU Branch of Banyuates and the entrepreneur of BMT nu Branch, the interview was conducted to the customer of BMT now and the manager of BMT Nu Branch. Some phenomena were found and the results of the analysis included; First, the phenomenology of the customer doubts about the excellent service, the customer is disappointed with the marketing, customer is frustrated with the service, customers are impatient in waiting for the melting of LASISMA. Second, the implementation of excellent service that exists at BMT NU Branch of Banyuates is ability, attitude, attention, accountability.