Strategi Bank Syariah Indonesia Mempertahankan Nasabah Melalui Handling Complaint Di BSI KCP Purwokerto
DOI:
https://doi.org/10.61231/miftah.v2i2.281Keywords:
Customer Service, Handling Complaintt, Retaining CustomersAbstract
Customer Service is a very important aspect in the banking world. Therefore, banks must focus on providing services to customers. Because good service is a bank's strategy to retain its customers. This study aims to describe the Strategy of Bank Syariah Indonesia to Retain Customers Through Handling Complaints at BSI KCP Purwokerto through the role of customer service in handling complaints in order to retain customers. The type of field research with a qualitative descriptive approach. Data collection techniques consist of observation, interviews, and documentation. This study uses data collection methods, data reduction, data presentation, and drawing conclusions as data analysis techniques. The results of this study indicate that customer service plays a very important role. The role of customer service in handling complaints is as a channel for problem information and solution services. To retain customers, customer service must provide friendly service, approach, and really look for solutions and alternatives to solve problems that occur so that customers feel comfortable and satisfied. So that it can retain customers, both new and old customersReferences
Abdul Hamid, M. K. Z. (2019). Implementasi Etika Bisnis dalam Pemasaran Produk Bank Syariah. Jurnal Balanca, 1(1), 17.
Amin, F., Hasan, A., & Court, S. (2018). ETIKA BISNIS AL-GHAZALÎ. March.
Ascarya. (2008). Akad dan Produk Perbankan Syariah. PT. Raja Grafindo Persada.
Auly Salzabilla Suherlan, C., Mu’nisah Anggraeni, N., Vania Zhafira, A., & Sri Susilawati, P. (2022). Penerapan Etika Pemasaran Bisnis Syariah Dalam Melaksanakan Bisnis Online Shop yang Sesuai dengan Syariat Islam. Al-Kharaj?: Jurnal Ekonomi, Keuangan & Bisnis Syariah, 5(3), 1037–1044. https://doi.org/10.47467/alkharaj.v5i3.1474
Darmawati. (2013). Etika Bisnis Dalam Perspektif Islam?: Eksplorasi Prinsip Etis Al Qur’an Dan Sunnah. Jurnal Pemikiran Hukum Islam: Mazahib, 11(1), 63.
Dr. Redi Panuju, M. S. (2019). Komunikasi Pemasaran Pemasaran sebagai Gejala Komunikasi Komunikasi sebagai Strategi Pemasaran. 15.
Fahmi, I. (2014). Etika Bisnis (Issue January).
Fuadi, A. (2013). Etika Bisnis dan Upaya Membangun Budaya Berbisnis yang Islami. Az Zarqa’, 5(2), 81–94. https://www.mendeley.com/catalogue/3994d9d9-1cf8-3786- a1dc-424d7e3b712d/
Hamid, A., & Zubair, M. K. (2019). ImpHamid, A., & Zubair, M. K. (2019). Implementasi Etika Islam Dalam Pemasaran Produk Bank Syariah. BALANCA?: Jurnal Ekonomi Dan Bisnis Islam, 1(1), 16–34. https://doi.org/10.35905/balanca.v1i1.1037lementasi Etika Islam Dalam Pemasaran Produk Bank Syariah. BALANCA?: Jurnal Ekonomi Dan Bisnis Islam, 1(1), 16–34.
Hariyanah, N. (2021). Segmentasi Pasar Dalam Komunikasi Pemasaran Islam. Jurnal Al- Hikmah, 19(2), 127–138.
Haurissa, L. J., & Praptinigsih, M. (2014). Analisis Penerapan Etika Bisnis Pada Pt Maju Jaya Di Pare – Jawa Timur. Agora, 2(2), 1425–1433. http://publication.petra.ac.id/index.php/manajemen-bisnis/article/view/2526/2284
Iqbal, M. (2019). KSPPS BMT Dana Mentari Muhammadiyah Purwokerto. http://danamentaripurwokerto.blogspot.com/2016/09/bmt-dana-mentari-muhammadiyah-purwokerto.html
Jamil, N. A., Kurnia, A. D., & Jalaludin, J. (2020). Analisis Mekanisme Praktik Jual Beli Followers Dalam Perspektif Ekonomi Islam Di Media Sosial Instagram. EKSISBANK: Ekonomi Syariah Dan Bisnis Perbankan, 4(1), 82–94. https://doi.org/10.37726/ee.v4i1.101
Luluk Lutfiyatul Inayah. (2021). Implementasi Etika Bisnis Islam dan Dampaknya terhadap Budaya Kerja Karyawan di BMT UAS Senori Kabupaten Tuban. Journal Of Islamic Banking, 2.
Mardiana, S. (2013). Peranan Komunikasi Pemasaran Dalam Membentuk Perilaku Konsumen. Jurnal Komunikasi, 2(2), 40–46.
Mujiono, S. (2017). Eksistensi Lembaga Keuangan Mikro: Cikal Bakal Lahirnya Bmt Di Indonesia. Al Masraf: Jurnal Lembaga Keuangan Dan Perbankan, 2(2), 207–215.
National, G., & Pillars, H. (2020). Buku Komunikasi Pemasaran (Issue July). https://www.researchgate.net/publication/342644678
Putritama, A. (2018). Penerapan Etika Bisnis Islam Dalam Industri Perbankan Syariah. Nominal, Barometer Riset Akuntansi Dan Manajemen, 7(1). https://doi.org/10.21831/nominal.v7i1.19356
Rivai, V. (2012). Islamic Marketing Membangun dan Mengembangkan Bisnis dengan Praktik Mrketing Rasulullah SAW. Gramedia Pustaka Utama.
Rozhania, Z. N., Nawawi, K., & Gustiawati, S. (2021). Tinjauan Etika Bisnis Islam terhadap Praktik Pemasaran Busana Muslim Studi pada Almeera Moslem Store Bogor. El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam, 5(1), 129–140. https://doi.org/10.47467/elmal.v5i1.653
Sharia Economics Forum Universitas Gadjah Mada. (2018). SEKILAS EKIS?: Konseptualisasi Etika Bisnis oleh Al Ghazali. Sharia Economics Forum Universitas Gadjah Mada. https://sef.feb.ugm.ac.id/konseptualisasietbis/
Srisusilawati, P. (2017). Kajian Komunikasi Pemasaran Terpadu Dalam Mendorong Keputusan Pembelian Jasa Perbankan. Amwaluna: Jurnal Ekonomi Dan Keuangan Syariah, 1(1), 1–18. https://doi.org/10.29313/amwaluna.v1i1.1993
Stikubank, U. (2010). Etika Bisnis Islam Dalam Perspektif Islam Sri Nawatmi. Fokus Ekonomi (FE), 9(1), 5058.
Sugiyono, P. D. (2019). Metode Penelitian Kuantitatif Kualitatif dan R&D (1st ed.). ALFABETA.
Suma, M. A. (2008). Menggali Akar Menggali Serat Ekonomi dan Keuangan Islam. 292.
Susminingsih. (2020). Etika Bisnis Islam. In PT. Nasya Expanding Management.
Toriquddin, M. (2015). Etika Pemasaran Perspektifal-Qur’an dan Relevansinya dalam Perbankan Syari’ah. De Jure: Jurnal Hukum Dan Syar’iah, 7(2), 116–125. https://doi.org/10.18860/j-fsh.v7i2.3518
Umah, K. A. (2021). Analisis Strategi Penerapan Pemhaman Etika Bisnis Islam Terhadap Tingkat Kinerja Karyawan Pada BMT Bina Insan Mandiri (BIM) Tuban. Jurnal Perbankan Syariah, 01, 17.
Umah, K. A., Hidayatul, I. N., & ... (2021). Analisis Strategi Penerapan Pemahaman Etika Bisnis Islam Terhadap Tingkat Kinerja Karyawan Pada Bmt Bina Insan Mandiri (Bima) Journal Islamic, 17–21. http://ejournal.iainutuban.ac.id/index.php/JIB/article/view/229%0Ahttp://ejournal.iainutuban.a.id/index.php/JIB/article/download/229/277
Wati, D., Arif, S., & Devi, A. (2021). Analisis Penerapan Prinsip-Prinsip Etika Bisnis Islam Dalam Transaksi Jual Beli Online di Humaira Shop. El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam, 3(1), 141–154. https://doi.org/10.47467/elmal.v3i1.654
Widyastuti, S. (2018). Manajemen Komunikasi Pemasaran Terpadu: Solusi Menembus Hati Pelanggan. In Angewandte Chemie International Edition, 6(11), 951–952
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Sulasih Sulasih, Anggita isty Intansari, Weni Novandari
This work is licensed under a Creative Commons Attribution 4.0 International License.
You are free to:
- Share — copy and redistribute the material in any medium or format for any purpose, even commercially.
- Adapt — remix, transform, and build upon the material for any purpose, even commercially.
- The licensor cannot revoke these freedoms as long as you follow the license terms.
Under the following terms:
- Attribution — You must give appropriate credit , provide a link to the license, and indicate if changes were made . You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.
- No additional restrictions — You may not apply legal terms or technological measures that legally restrict others from doing anything the license permits.
Notices:
You do not have to comply with the license for elements of the material in the public domain or where your use is permitted by an applicable exception or limitation .
No warranties are given. The license may not give you all of the permissions necessary for your intended use. For example, other rights such as publicity, privacy, or moral rights may limit how you use the material.