Ability to Realize the Promise

Oct 13, 2025 by wbrum.org 68 views

Analysis of the Level of Customer Satisfaction with the Services of PT Bank Mandiri (Persero) Tbk Branch Zainul Arifin Medan

Introduction

In today's competitive business environment, customer satisfaction is a crucial factor in determining the success of a company. The banking sector, in particular, is highly dependent on customer satisfaction, as it directly affects the loyalty and retention of customers. PT Bank Mandiri (Persero) Tbk Branch Zainul Arifin Medan, one of the leading banks in Indonesia, has been striving to provide excellent services to its customers. However, there is always room for improvement, and understanding the level of customer satisfaction is essential in identifying areas that need attention.

The Importance of Customer Satisfaction in the Banking Sector

Customer satisfaction is a key driver of business success in the banking sector. Satisfied customers are more likely to remain loyal to a bank, recommend it to others, and provide positive word-of-mouth advertising. On the other hand, dissatisfied customers can lead to negative reviews, complaints, and even switching to a competitor. In the banking sector, customer satisfaction is closely tied to the quality of services provided, including the speed and efficiency of transactions, the ability to realize promises, and the overall customer experience.

Methodology

This study aims to analyze the level of customer satisfaction with the services of PT Bank Mandiri (Persero) Tbk Branch Zainul Arifin Medan. The research methodology involved a survey of customers who have used the services of the bank. The survey instrument consisted of a questionnaire that assessed various aspects of customer satisfaction, including service work procedure, transaction speed, ability to realize promises, justice in service, interest rates, and prize and lottery programs.

Results

The results of the study showed that 66.26% of customers were satisfied with the banking services they received from PT Bank Mandiri (Persero) Tbk Branch Zainul Arifin Medan. While this number indicates a fairly high level of satisfaction, it is still necessary to make efforts to increase customer satisfaction to achieve higher levels.

Service Attributes that Need Improvement

To increase customer satisfaction, PT Bank Mandiri (Persero) Tbk Branch Zainul Arifin Medan needs to improve service performance in several attributes, including:

Service Work Procedure

Improve the flow and service process to be more efficient and easy to understand by customers.
Streamline the process to reduce waiting times and minimize errors.

Transaction Speed

Speed up the transaction process so as not to take a long time and make customers feel comfortable.
Implement technology to automate transactions and reduce processing times.

Ability to Realize the Promise

Keep the promises given to customers, both related to services and promo programs.
Communicate clearly and transparently with customers about the services and benefits they can expect.

Justice in Service

Providing fair and non-discriminatory services to all customers.
Ensure that all customers are treated equally and with respect.

Interest Rates

Offering competitive and attractive interest rates for customers.
Regularly review and adjust interest rates to remain competitive in the market.

Prize and Lottery Programs

Increasing the frequency and variation of prize or lottery programs that are attractive to customers.
Offering exclusive rewards and benefits to loyal customers.

Conclusion

The level of customer satisfaction is a key factor in the success of a business, especially in the banking sector. By understanding the level of customer satisfaction and identifying areas that need improvement, PT Bank Mandiri (Persero) Tbk Branch Zainul Arifin Medan can improve the quality of services and gain trust from its customers. By continuing to improve service quality and understand customer needs, the bank can maintain and improve its customer loyalty and achieve higher business targets.

Recommendations

Based on the findings of this study, the following recommendations are made:

Improve the service work procedure to make it more efficient and easy to understand by customers.
Speed up the transaction process to reduce waiting times and minimize errors.
Keep the promises given to customers and communicate clearly and transparently about the services and benefits they can expect.
Provide fair and non-discriminatory services to all customers.
Offer competitive and attractive interest rates to customers.
Increase the frequency and variation of prize or lottery programs that are attractive to customers.

By implementing these recommendations, PT Bank Mandiri (Persero) Tbk Branch Zainul Arifin Medan can improve the level of customer satisfaction and achieve higher business targets.
Frequently Asked Questions (FAQs) about Customer Satisfaction at PT Bank Mandiri (Persero) Tbk Branch Zainul Arifin Medan

Q: What is the level of customer satisfaction at PT Bank Mandiri (Persero) Tbk Branch Zainul Arifin Medan?

A: The study found that 66.26% of customers were satisfied with the banking services they received from PT Bank Mandiri (Persero) Tbk Branch Zainul Arifin Medan.

Q: What are the key factors that affect customer satisfaction at PT Bank Mandiri (Persero) Tbk Branch Zainul Arifin Medan?

A: The study identified several key factors that affect customer satisfaction, including service work procedure, transaction speed, ability to realize promises, justice in service, interest rates, and prize and lottery programs.

Q: What are the areas that need improvement at PT Bank Mandiri (Persero) Tbk Branch Zainul Arifin Medan?

A: The study found that the following areas need improvement:

Service work procedure: Improve the flow and service process to be more efficient and easy to understand by customers.
Transaction speed: Speed up the transaction process to reduce waiting times and minimize errors.
Ability to realize the promise: Keep the promises given to customers and communicate clearly and transparently about the services and benefits they can expect.
Justice in service: Provide fair and non-discriminatory services to all customers.
Interest rates: Offer competitive and attractive interest rates to customers.
Prize and lottery programs: Increase the frequency and variation of prize or lottery programs that are attractive to customers.

Q: How can PT Bank Mandiri (Persero) Tbk Branch Zainul Arifin Medan improve customer satisfaction?

A: To improve customer satisfaction, PT Bank Mandiri (Persero) Tbk Branch Zainul Arifin Medan can implement the following strategies:

Improve the service work procedure to make it more efficient and easy to understand by customers.
Speed up the transaction process to reduce waiting times and minimize errors.
Keep the promises given to customers and communicate clearly and transparently about the services and benefits they can expect.
Provide fair and non-discriminatory services to all customers.
Offer competitive and attractive interest rates to customers.
Increase the frequency and variation of prize or lottery programs that are attractive to customers.

Q: What are the benefits of improving customer satisfaction at PT Bank Mandiri (Persero) Tbk Branch Zainul Arifin Medan?

A: Improving customer satisfaction can lead to several benefits, including:

Increased customer loyalty: Satisfied customers are more likely to remain loyal to the bank.
Positive word-of-mouth advertising: Satisfied customers are more likely to recommend the bank to others.
Increased business: Satisfied customers are more likely to use the bank's services and products.
Improved reputation: A bank with high customer satisfaction is more likely to have a positive reputation in the market.

Q: How can customers provide feedback to PT Bank Mandiri (Persero) Tbk Branch Zainul Arifin Medan?

A: Customers can provide feedback to PT Bank Mandiri (Persero) Tbk Branch Zainul Arifin Medan through various channels, including:

Customer service hotline: Customers can call the bank's customer service hotline to provide feedback.
Email: Customers can email the bank to provide feedback.
Social media: Customers can provide feedback on the bank's social media channels.
In-person feedback: Customers can provide feedback in person at the bank's branches.

Q: What is the next step for PT Bank Mandiri (Persero) Tbk Branch Zainul Arifin Medan to improve customer satisfaction?

A: The next step for PT Bank Mandiri (Persero) Tbk Branch Zainul Arifin Medan is to implement the recommendations from the study and continuously monitor and evaluate customer satisfaction. This can be achieved by:

Conducting regular customer satisfaction surveys to monitor and evaluate customer satisfaction.
Implementing changes to improve the service work procedure, transaction speed, ability to realize promises, justice in service, interest rates, and prize and lottery programs.
Providing training to bank staff to improve their knowledge and skills in providing excellent customer service.
Continuously monitoring and evaluating customer satisfaction to identify areas for improvement.