ANALISIS PENERAPAN STANDAR OPERASIONAL PROSEDUR PADA CUSTOMER SERVICE DI PT. BANK SUMUT CABANG SYARIAH MEDAN
Abstract
Standard operational procedures are a device that regulates the stages of a work process or certain work processes. These work procedures are carried out based on written documents which are referred to as standard operating procedures (SOP). The purpose of this SOP is to explain the details or fixed standards regarding the work activities carried out. Repeatedly held within an organization or company. This research is motivated by the current competition between financial institutions, especially between banks, so PT. Bank Sumut Medan Syariah Branch uses a customer service strategy in order to make customers interested in using the services of the financial institution PT. Bank Sumut Medan Sharia Branch, this is implemented by customer service in order to provide good service to all customers, service is divided into two, namely new and existing customers. The focus of this research is on three things, namely, 1). What are the standard operating procedures (SOP) at PT. Bank Sumut Medan Sharia Branch?, 2) How do standard operating procedures (SOP) apply to PT Customer Service. Bank Sumut Syariah Medan?, 3). What are the results of implementing standard operating procedures (SOP) at PT. Bank Sumut Medan Sharia Branch?. This research uses a qualitative method with a case study type of research. The data sources used are primary data and secondary data. Data collection methods using observation, interviews and documentation methods. Based on the results of research conducted at PT. Bank Sumut Padangsidempuan Sharia Branch, services provided by PT. Bank Sumut Padangsidempuan Syariah Branch is more or less the same as the general service standards of fulfillment, guarantee, reliability, empathetic responsiveness, excellent service used. By PT. Bank Sumut Padangsidempuan Syariah Branch uses services in accordance with the SOP service standards that have been published by the company which are always updated so that the SOP used is always relevant. This SOP emphasizes excellent service in two things, namely appearance and attitude.
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PDFDOI: https://doi.org/10.24952/jsb.v5i2.12690
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INDEKS JURNAL
TIM REDAKSI
Editor In Chief
- Dr. Abdul Nasser Hasibuan, SE., M.Si, ID SCOPUS 57196074084 , Universitas Islam Negeri Syekh Ali Hasan Ahmad Addary Padangsidimpuan, Indonesia
Managing Editor
- Ali Hardana S.Pd., M.SI., Universitas Islam Negeri Syekh Ali Hasan Ahmad Addary Padangsidimpuan, Indonesia
Editorial Board
- Rukiah, M.Si , Universitas Islam Negeri Syekh Ali Hasan Ahmad Addary Padangsidimpuan, Sumatera Utara, Indonesia
- Nofinawati, MA ., Universitas Islam Negeri Syekh Ali Hasan Ahmad Addary Padangsidimpuan, Sumatera Utara, Indonesia
- Dr. Budi Gautama Siregar, S.Pd., MM ., Universitas Islam Negeri Syekh Ali Hasan Ahmad Addary Padangsidimpuan, Sumatera Utara, Indonesia
- Dr. Awaluddin, MA, UIN Bukit Tinggi, Sumatera Barat, Indonesia
- Dr. Aliamin,M.Si, Universitas Syiah Kuala, Nanggroe Aceh Darussalam, Indonesia
- Dr. Ilham Hidayah Napitupulu, M.Si, Politeknik Negeri Medan
- Dr. Murniati Mukhlisin, M.Si, ID SCOPUS 57008083900, Institut Agama Islam Tazkia, Indonesia
- Dr. Idhar Yahya, M.Si, ID SCOPUS 57195229014, Universitas Sumatera Utara, Indonesia
Reviewer
- Prof. Dr. Mohammad Nur Rianto Al Arif, M.Si, ID SCOPUS 57797575100, Universitas Syarif Hidayatullah Jakarta, Indonesia
- Dr Mohamed Eskandar Shah Mohd Rasid, Ph.D., ID SCOPUS 57782928700, Associate Professor of Islamic Finance at CIS, HBKU, Qatar
- Hamed Ragab Abbas Rasyid, ID SCOPUS 7102564969, Fakultas Ekonomi dan Ilmu Politik, Universitas Kairo
- Dr. Darwis Harahap, S.HI., M.Si., Universitas Islam Negeri Syekh Ali Hasan Ahmad Addary Padangsidimpuan, Indonesia
- Dr. Abdul Nasser Hasibuan, SE., M.Si., ID SCOPUS 57196074084, Universitas Islam Negeri Syekh Ali Hasan Ahmad Addary Padangsidimpuan
- Dr. Muhammad Kristiawan, M.Si., ID SCOPUS 57205367909, Universitas Bengkulu, Indonesia
- Prof. Dr. Iskandar Muda, SE., M.Si., Ak., CA., ID SCOPUS 57219085312, Universitas Sumatera Utara, Indonesia
- Prof. Dr. Isfenti Sadalia, MM., ID SCOPUS 57192412199, Universitas Sumatera Utara, Indonesia
- Rifki Ismal, Ph.d, ID SCOPUS 47061320200, STIE Tazkia dan Bank Indonesia
- Hendri Tanjung, Ph.d, ID SCOPUS 57224368001, Universitas Ibn Kaldun, Bogor, Indonesia
- Dr. Saparuddin Siregar, M.Si, Universitas Islam Sumatera Utara, Indonesia
- Prof. Dr. Sirojuzilam, M.Si, ID SCOPUS 56880411600, Universitas Sumatera Utara, Indonesia
- Abdul Muis Hasibuan, Ph.D., ID SCOPUS 57201644913, Researcher at National Research and Innovation Agency, Indonesia
It Support Team
- Nofinawati, MA, Universitas Islam Negeri Syekh Ali Hasan Ahmad Addary Padangsidimpuan, Sumatera Utara, Indonesia
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
ISSN Print: 2809-8781
ISSN Online: 2827-9344
FAKULTAS EKONOMI DAN BISNIS ISLAM
UNIVERSITAS ISLAM NEGERI SYEKH ALI HASAN AHMAD ADDARY PADANGSIDIMPUAN
Jalan T. Rizal Nurdin Km. 4,5 Sihitang Padangsidimpuan, Sumatera Utara, Indonesia
Email: journalofsharia@uinsyahada.ac.id