Peningkatan kualitas pelayanan kelompok unit karyawan BPR Hasamitra Makassar

Resekiani Mas Bakar(1*), Eva Meizarra Puspita Dewi(2),

(1) Fakultas Psikologi Universitas Negeri Makassar
(2) Fakultas Psikologi Universitas Negeri Makassar
(*) Corresponding Author



Abstract


The purpose of this Community Partnership
Program (PKM) is to develop employee's mindset through
training under the theme Service with Heart. Mindset changes
expect the employees able to provide sincere and responsive
services. PT. BPR Hasamitra Makassar is one of the banking
institutions in Indonesia established in Makassar in 2005 and
still continues to grow and develop. Representative employees
are needed to serve customers well, therefore assistance and
training are needed. Training materials in this program covers
service awareness, facial expression, communication skill,
handling complaint and how to manage positive emotion. The
training was used based on the concept of experimental
learning, not only using material presentation, but also role
play and discussion. This training is needed to maintain
employee's performance and making a positive contribution to
the company.


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References


Bitner, M.J., Booms, B.H., &Tetreault, M.S. (1990) The Service

Encounter: Diagnosing Favorable and Unfavorable Incidents.

Journal of Marketing, 54(1), 71-84.

Batuah, N., Latif, A., &Haskas, Y. (2012).Hubungan Beban Kerja

Perawat terhadap Kinerja Perawat Pelaksana dalam Pemberian

Pelayanan Kesehatan di Ruang Rawat Inap Rumah Sakit Islam

Faisal Makassar. http://library.stikesnh.ac.id. (Online) Diakses 22

April 2015.


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