Komunikasi Interpersonal Customer Service dan Nasabah dalam Meningkatkan Pelayanan di Kantor Bank BNI Cabang Makassar [Interpersonal Communication Customer Service and Customers in Improving Service at the BNI Bank Office, Makassar Branch]
DOI:
https://doi.org/10.47679/ib.20261347Keywords:
Komunikasi Interpersonal, Customer Service, Nasabah, Pelayanan, PerbankanAbstract
Abstract. This study aims to describe the role of interpersonal communication between customer service officers and customers in improving service quality at Bank BNI, Makassar Branch. Specifically, it analyzes the reasons for the importance of interpersonal communication in service delivery, the communication processes between customer service officers and customers, as well as the inhibiting and supporting factors influencing its effectiveness. This research employs a qualitative descriptive approach and was conducted at three locations: BNI Makassar Branch, Arief Rate Sub-Branch, and Pettarani Sub-Branch. Data were collected through observation and in-depth interviews and analyzed descriptively. The results show that: (1) interpersonal communication plays a crucial role in creating quality service through empathetic and solution-oriented interactions that enhance customer trust and comfort; (2) customer service communication is considered effective and polite, with messages conveyed in a friendly and easily understood manner, both directly and through digital service media; and (3) the effectiveness of interpersonal communication is influenced by inhibiting factors such as differences in understanding, customers’ emotional conditions, long queues, and technical system disturbances, while supporting factors include staff friendliness and patience, a comfortable service environment, and clarity of information. Overall, effective interpersonal communication contributes significantly to improving service quality and customer satisfaction in the banking environment.
Abstrak. Penelitian ini bertujuan untuk mendeskripsikan peran komunikasi interpersonal antara customer service dan nasabah dalam meningkatkan kualitas pelayanan di Bank BNI Cabang Makassar. Secara khusus, penelitian ini menganalisis alasan pentingnya komunikasi interpersonal dalam pelayanan, proses komunikasi antara customer service dan nasabah, serta faktor penghambat dan pendukung yang memengaruhi efektivitas komunikasi tersebut. Penelitian ini menggunakan pendekatan deskriptif kualitatif dan dilaksanakan di tiga lokasi, yaitu Kantor Cabang BNI Makassar, KCP Arief Rate, dan KCP Pettarani. Data diperoleh melalui observasi dan wawancara mendalam, kemudian dianalisis secara deskriptif. Hasil penelitian menunjukkan bahwa: (1) komunikasi interpersonal berperan signifikan dalam menciptakan pelayanan yang berkualitas melalui interaksi empatik dan solutif yang meningkatkan kepercayaan dan kenyamanan nasabah; (2) komunikasi customer service dinilai efektif dan sopan, dengan penyampaian pesan yang ramah dan mudah dipahami, baik secara langsung maupun melalui media digital; dan (3) efektivitas komunikasi interpersonal dipengaruhi oleh faktor penghambat seperti perbedaan pemahaman, kondisi emosional nasabah, antrean panjang, serta gangguan teknis sistem, sementara faktor pendukung mencakup sikap ramah dan sabar petugas, kenyamanan ruang layanan, dan kejelasan informasi. Secara keseluruhan, komunikasi interpersonal yang efektif terbukti berkontribusi terhadap peningkatan kualitas pelayanan dan kepuasan nasabah di lingkungan perbankan.
References
BNI. (2021). BNI Call. Bank BNI. https://www.bni.co.id/id-id/bantuan-dukungan/kontak-bni/bni-call
Hafizha, Z., & Tambunan, K. (2022). Strategi Customer Service dalam Manajemen Komplain Automatic Teller Machine (ATM) pada Bank Syariah Indonesia KCP Perbaungan. Jurnal Ilmu Komputer, Ekonomi dan Manajemen (JIKEM), 2(1), 952–958.
Hardianti, O. (2016). Pengaruh Komunikasi Interpersonal Customer Service Terhadap Kepuasan Nasabah Bank Kaltim Syariah Cabang Pembantu Juanda Samarinda. E-Journal Ilmu Komunikasi, 4(3), 237–251.
Hezkiawati, L., & Oisina, I. V. (2024). Pengaruh Komunikasi Interpersonal Customer Service Terhadap Kepuasan Nasabah (Survei pada Nasabah PT Bank Central Asia Tbk. KCP Kwitang). Ikraith-Humaniora, 8(2), 9–18.
Riantana, A., & Hasbiyah, D. (2023). Komunikasi Interpersonal Tatap Muka Antara Customer Service dengan Nasabah dalam Meningkatkan Loyalitas Nasabah Bank Tabungan Negara di Bogor. Karimah Tauhid, 2(6), 2433–2445.
Reza, M., & Saleh, R. (2018). Hubungan Komunikasi Interpersonal Customer Service dengan Kepuasan Nasabah Bank Rakyat Indonesia Unit Relawan Sumatra Utara. Jurnal Ilmiah Mahasiswa FISIP Unsyiah, 3(2), 220–232.
Rulyanti, R., & Putri, Y. R. (2018). Pengaruh Komunikasi Interpersonal Customer Service Terhadap Kepuasan Nasabah Bank BCA Syariah Cabang Asia Afrika Bandung. E-Proceeding of Management, 5(3), 4104–4112.
Suranto, A. W. (2011). Komunikasi Interpersonal. Graha Ilmu.
Sutriani, & Hamdiah. (2022). Analisis Komunikasi Customer Service dalam Meningkatkan Mutu Pelayanan Nasabah pada PT Bank Syariah Indonesia Tbk Unit Sawang Cabang Lhokseumawe. Jurnal Visioner & Strategis, 11(2), 26–34.
Downloads
Published
How to Cite
Issue
Section
Citation Check
License
Copyright and License Agreement
In submitting the manuscript to the journal, the authors certify that:
- They are authorized by their co-authors to enter into these arrangements.
- The work described has not been formally published before, except in the form of an abstract or as part of a published lecture, review, thesis, or overlay journal. Please also carefully read BIB's Posting Your Article Policy at https://www.ukinstitute.org/journals/ib/about/editorialPolicies#custom-3
- That it is not under consideration for publication elsewhere,
- That its publication has been approved by all the author(s) and by the responsible authorities tacitly or explicitly of the institutes where the work has been carried out.
- They secure the right to reproduce any material that has already been published or copyrighted elsewhere.
- They agree to the following license and copyright agreement.
Copyright
Authors who publish with Journal of Indonesia Berdaya agrees to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under an Attribution-ShareAlike 4.0 International (CC BY-SA 4.0) that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
Licensing for Data Publication
Journal of Indonesia Berdaya use a variety of waivers and licenses, that are specifically designed for and appropriate for the treatment of data:
- Open Data Commons Attribution License, http://www.opendatacommons.org/licenses/by/1.0/ (default)
- Creative Commons CC-Zero Waiver, http://creativecommons.org/publicdomain/zero/1.0/
- Open Data Commons Public Domain Dedication and Licence, http://www.opendatacommons.org/licenses/pddl/1-0/
Other data publishing licenses may be allowed as exceptions (subject to approval by the editor on a case-by-case basis) and should be justified with a written statement from the author, which will be published with the article.
Journal of Indonesia Berdaya is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
