PERANAN CUSTOMER SERVICE DALAM MENINGKATKAN LOYALITAS NASABAH PENABUNG PADA PT. BANK TABUNGAN NEGARA (PERSERO) TBK KANTOR CABANG DENPASAR

Abstract

This research uses a qualitative descriptive approach where the data will be analyzed descriptively from the results of interviews, notes, and observations of researchers. This study used in-depth interviews with each informant. The results of this study indicate that the role of customer service in increasing depositor customer loyalty has carried out the service well and optimally. Savers customer loyalty to PT. Bank Tabungan Negara (Persero) Tbk Denpasar Branch Office is very high. This is evidenced by old customers who continue to save and transact at the bank, with services that make them comfortable making transactions and continuing to use the services of the bank without switching to another bank.