Strategi self presentation pada karyawan bank bagian customer service
Abstrak
Customer service is a bridge for bank to the customer so they are required to provide the highest quality service in order to maintain the relationship and the bank remains a good image in the eyes of the customer. The purpose of this study was to determine self-presentation strategies on the bank's customer service employees. This type of research is descriptive quantitative approach. The sample of 60 customer service bank. Sampling technique used is incidental sampling. Instruments used to collect the data was questionnaires and data analysis methods are percentages. These results indicated that 14 customer service (23.33%) used the strategy of ingratiation when serving customers, 13 (21.67%) strategy of self promotion, 11(18.33%) supplification strategies, 9 (15%) strategy of aligning actions, 6 (10%) strategy of exemplification, 4 (6.67%) selfhandicapping strategies, 3 (5%) altercasting strategies, and 0% on intimidation strategies.
Topik & Kata Kunci
Penulis (2)
Stefi Rizki Widya
Tri Muji Ingarianti
Akses Cepat
- Tahun Terbit
- 2013
- Sumber Database
- DOAJ
- DOI
- 10.22219/jipt.v1i1.1363
- Akses
- Open Access ✓