ANALISIS KUALITAS PELAYANAN TELLER TERHADAP KEPUASAN NASABAH DI PT. BANK CENTRALASIA TBK (BCA) KCP SUKABUMI RAYA

Abstract

Service quality is an important factor in creating customer satisfaction in the banking industry. This study aims to analyze the quality of teller services and their impact on customer satisfaction at PT Bank Central Asia Tbk (BCA), Sukabumi Raya Sub-Branch Office. The study was conducted through an eleven-month internship program using a qualitative descriptive method. Data collection techniques included direct observation, documentation, and teller service case studies. The results indicate that the quality of teller services falls within the good to excellent category. This is evidenced by the Branch Service Quality (BSQ) evaluation results, which show that all teller service indicators achieved the blue category, including Teller Satisfaction, Teller Time, Teller Accuracy, and Teller Focus. In addition, the majority of customers reported being satisfied or highly satisfied with the services they received. Fast, accurate, and friendly service, as well as the teller’s ability to handle customer issues professionally, were identified as the main factors influencing customer satisfaction. The findings suggest that teller service quality plays a significant role in maintaining customer loyalty and enhancing the company’s positive image.