IMPRESSION MANAGEMENT PEGAWAI CUSTOMER SERVICE BANK ( Studi Komparatif pada Bank Rakyat Indonesia Kota Pasuruan dan Bank Central Asia Kota Malang )
| Main Author: | Luthfia, Nikmahtul |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
, 2019
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| Subjects: | |
| Online Access: |
http://eprints.umm.ac.id/50912/1/PENDAHULUAN.pdf http://eprints.umm.ac.id/50912/2/BAB%20I%20FIX.pdf http://eprints.umm.ac.id/50912/3/BAB%20II%20FIX.pdf http://eprints.umm.ac.id/50912/4/BAB%20III%20FIX.pdf http://eprints.umm.ac.id/50912/5/BAB%20IV%20FIX.pdf http://eprints.umm.ac.id/50912/6/BAB%20V%20FIX.pdf http://eprints.umm.ac.id/50912/7/LAMPIRAN.pdf http://eprints.umm.ac.id/50912/ |
Daftar Isi:
- Goffman has the assumption that when a person interacts and shows or presents an image to be received by another person through communicating, dressing, walking and other means of presenting himself, then that way Referred to as impression management. Impression management or can be called impression management is a self-presenting effort based on a behavior in controlling the view of others quickly and using aspects that can be individual or organizational. Customer service is a person who plays an important role in carrying out services in a service. Costumer Service Bank BRI in the city of Pasuruan has a guideline called service standards such as how to delivery products, how to dress and how to look. In addition Customer Service Banj Rakyat Indonesia should look good looking. Customer Service at PT Bank Central Asia Malang Branch, has the rules to carry out the service activities, the rules are called the National Service Standardization which includes various things, namely, keep the tagline of PT Bank Central Asia Malang that reads 3S (Greetings, smiles, greetings), service with heart, dress, time manage, and standardization use of Makeup and appearance and presence of BSI standards. From the standard difference of service to each Bank, there will be various differences that can be in the comparability between Impression Management conducted by Customer Service Bank Rakyat Indonesia and Bank Central Asia. Location of research conducted in BRI KCU Jogosari Pandaan Kota Pasuruan and BCA KCU Galungung Malang City. Researchers use qualitative methods with a type of comparative research. Data obtained through pasid participatory observation and systematic observation. The research subject amounted to six people from the Customer Service BRI & BCA, Supervisor BRI and the head of BCA branch. The theory used in this study is the Turgikal Drama Erving Goffman. Based on findings and analysis, there is a difference in Impression Management between Customer Service BRI and BCA, such as in the way of dress, appearance, way of service, And the language used to communicate with customers.