Evaluation of the primacy service implementation: Study's effectiveness at BNI Bank Tellers' Sintang City Branch Office

Abstract

The provision of service plays a crucial part in the attainment of the company's mission and objectives. Service provision holds significant importance inside banking institutions, as it encompasses the diligent efforts of frontline employees, particularly tellers, who engage with customers daily. Bank tellers assume the responsibility of executing a range of banking transactions on behalf of customers and providing direct customer service. The significance of teller roles lies in their daily provision of services to consumers, necessitating high-quality service delivery during these interactions. This study aims to assess the extent to which the teller at the Sintang branch office of Bank Negara Indonesia implements exceptional service. Following the collection of primary and secondary data, this study employed qualitative data methodologies, wherein the data is categorized, analyzed, and interpreted using sentence expressions. In addition, the research included various data collection methodologies, including documentation, interviews, and participatory observation. The assessment findings in this research indicate that the service quality offered by Bank Negara Indonesia, Sintang Branch, aligns with established service standards. The service strategy employed by BANK BNI KC Sintang is characterized by its emphasis on reliability, responsiveness, and empathy. Furthermore, Bank BNI KC Sintang has successfully established Standard Operating Procedures (SOP).