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"Penelitian ini bertujuan untuk mengetahui Kualitas Pelayanan kepada Nasabah Bank BTN khususnya Bank BTN Bekasi. Selain itu, penelitian ini difokuskan pada analisis Kualitas Pelayanan Bank BTN kepada konsumen dengan tujuan untuk mengidentifikasi dimensi kualitas pelayanan yang paling kuat memberikan kepuasan pada nasabahnya. Sampling dalam penelitian ini adalah nasabah-nasabah Bank BTN Bekasi baik nasabah simpanan dana maupun nasabah kredit. Bank BTN merupakan salah satu Bank milik pemerintah yang dikenal orang sebagai Bank penyalur kredit perumahan. Namun disisi lain, produk-produk simpanan Bank BTN juga menyajikan berbagai promo dan layanan yang bersaing dengan bank lain. Bank BTN Bekasi merupakan salah satu cabang terbesar yang dimiliki Bank BTN dengan asset ketiga terbesar diantara cabang yang lainnya. Penelitian ini mengambil sampling Bank BTN Bekasi dan melibatkan 100 orang nasabah sebagai subyek penelitian yang diambil secara random. Data hasil persepsi dan harapan dari para nasabah dikumpulkan melalui kuisioner. Selanjutnya, data yang diperoleh dianalisis dengan menggunakan analisis model SERVQUAL dan dimensi model CARTER yang digagas oleh Othman. Adapun pengukuran Kualitas Pelayanan menggunakan dimensi: Compliance, Assurance, Responsiveness, Tangible, emphaty, dan Reliability. Gap (kesenjangan) yang terjadi dianalisis berdasarkan perceived expected dan perceived experience responden terhadap kualitas pelayanan Bank BTN Bekasi.

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This study aims to determine the Quality of Service to the Customer in particular BTN BTN Bekasi. In addition, this study focused on the analysis of service quality BTN to consumers with the goal of identifying the dimensions of service quality are the most powerful to give satisfaction to the customers. Sampling in this study were clients of Bank BTN Bekasi both customers and customer deposits with credit. BTN is a government-owned bank known as the Bank's housing loan portfolio. On the other hand, savings products BTN also provides various promos and services that compete with other banks. Bekasi BTN is one of the largest branches of Bank BTN owned the third-largest by assets among other branches. This study took a sampling of Bank BTN Bekasi and involves 100 customers as test subjects taken at random. Data resulting from the perception and expectations of the customers collected through a questionnaire. Furthermore, the data were analyzed by using the SERVQUAL model analysis and model dimensions CARTER initiated by Othman. The measurement of service quality using the dimensions: Compliance, Assurance, Responsiveness, Tangible, empathy, and Reliability. Gap (gap) that occur are analyzed based on perceived expected and perceived service quality experience of respondents to BTN Bekasi."

"Laporan Magang ini dimaksudkan untuk menganalisis emotional labor yang dihadapi karyawan lini depan dan dampaknya di PT Bank Negara Indonesia, Tbk Kantor Cabang Bekasi. Fokus Laporan Magang ini antara lain untuk memberikan laporan aktivitas magang selama tiga bulan, dan juga untuk mengeksplor pandangan pekerja lini depan terhadap emosi pekerja; untuk membahas pengaruh emosi pekerja terhadap kelelahan kerja, tingkat kepuasan kerja, dan niat untuk meninggalkan pekerjaan; untuk menjelaskan praktik organisasi dalam menunjang pekerja lini depan mereka dalam mengelola stres dan emosi pekerja. Penulis menggunakan metode penelitian kualitatif dengan melakukan wawancara dengan beberapa asisten pelayanan uang tunai, asisten pelayanan nasabah dan penyelia Sumber Daya Cabang. Dan juga observasi langsung dari penulis selama magang di Unit Sumber Daya Manusia PT Bank Negara Indonesia, Tbk Kantor Cabang Bekasi. Dalam penelitian ini ditemukan bahwa tingkat emosi pekerja lini depan cukup tinggi karena melakukan surface acting. Mereka juga mengalami kelelahan kerja, kurangnya kepuasan kerja, dan pernah berpikir untuk meninggalkan pekerjaan. Kurangnya praktik organisasi terutama dalam hal mengelola stres dan emosi bagi pekerja lini depan.

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This internship report is intended to explore the emotional labor of frontline employees and its consequences in PT Bank Negara Indonesia, Tbk Kantor Cabang Bekasi. The focus of this report is to report the internship activities during three months internship program, as well as to explore the perspective of frontline employees towards emotional labor; to examine the implication of emotional labor on job burnout, job satisfaction, and turnover intentions; to examine the organizational practices support their frontline employees. The author uses qualitative research method by conducting interviews with several tellers, customer service officers, and Human Capital Manager. In addition, direct observation was conducted during internship in PT Bank Negara Indonesia, Tbk Kantor Cabang Bekasi. This study found that there is high emotional labor of frontline employees due to perform surface acting. They also experience job burnout, job satisfaction, and they ever thought to leave their current job. However, there is lack of organizational support particularly in managing stress and emotional for frontline employees."

"Tesis ini membahas tentang kualitas pelayanan sertifikasi tanah menurut 10 Dimensi Pelayanan Publik berdasarkan Keputusan MenPan No. 63 Tahun 2003 dan kaitannya terhadap ketahanan lembaga. Penelitian dilakukan di Kantor Pertanahan Kota Bekasi dimana masyarakat dan aparatur Kantor Pertanahan sebagai informannya. Penelitian ini adalah penelitian kualitatif dengan desain deskriptif. Hasil penelitian menunjukkan bahwa masyarakat menilai kualitas pelayanan Kantor Pertanahan Kota Bekasi sudah cukup baik. Namun masih ada beberapa hal yang masih dinilai belum baik sehingga perlu dilakukan perbaikan dalam rangka meningkatkan kepuasan masyarakat. Kepuasan masyarakat menimbulkan kepercayaan yang tinggi, yang tentunya berpengaruh terhadap ketahanan Kantor Pertanahan Kota Bekasi.

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This thesis discusses quality of soil certification services by 10 Dimensions of Public Service based on the Decision of the Minister of Utilization of State Apparatus No.63 Year 2003 and its relation to the resilience of the institution. The study was conducted in Land Office of Bekasi with people and officials of the Land Office as the informants.This study is a qualitative research with descriptive design. The results showed that people rate the service quality of Land Office of Bekasi as good enough. But there are somethings considered to be not good so that those need to be improved in order to increase people's satisfaction. The people?s satisfaction leads tohigh trust, which of course affects the durability of the Land Office of Bekasi."

"Perkembangan bisnis perbankan syariah dewasa ini tampak menunjukan peningkatan, namun perkembangan belum sebagaimana yang diharapkan, dimana target pertumbuhan asset sampai akhir 2008 adalah sebesar 5 % darl asset perbankan nasional, temyata bam terealisir sebesar 2,1 %, berarti target bel urn tercapai. Hal ini karena perbankan syariah menghadapi persaingan diantara perbankan nasional terutarna dengan bank konvensionaL Pada industti produk dan jasa perbankan syariah hat yang menjadi perhatian adalah mutu pelayan yang dibarikan oleh Sumber Daya lnsani (SDl} Bank Syariah tersebut. SDI sebagai penggerak harus memiliki kualitas yang baik sehingga dapat memberikan pelayanan yang bennutu kepada nasabahnya. Hal inilah yang menjadikan penulis tertarik melakukan penelitian kualitas SDI (independent variabel) dan pelatihan sebagai independent variabel berbentuk dummy berpengaruh terhadap Mutu Pelayanan (dependent variabel) pada Kantor Cabang Bank Syariah Mandiri (BSM) di Jakarta Selatan. Penelitian ini menggunakan analisis regresi bcrganda. Hasil penelitian menunjukan bahwa kealitas SDI berpengaruh siginifikan terhadap mutu pelayanan, sedangkan pelatihan tidak signifikan mempengaruhi mutu pe1ayanan. Namun pelatihan memberikan kontrihusi yang positif dengan koeffisien yang positif. Selanjutnya dalam penelitian ini menyarankan kepada BSM yang diteliti agar lebih meningkatkan kualitas SDinya melalui pelatihan baik secara On the Job Training maupun secara the job training disamping itu agar merekruit tenaga yang memiliki Jatar be1akang study ekonomi Islam daJam rangka mencapai mutu pelayanan yang baik.

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These days, sharia banking has grown significantly, yet its development has. not yet met the expectation. The target for assets growth up to the end of 2008 was 5% of the the national banking assets, while orJy 2.1% has been realized and it means that the target is not yet achieved. One reason is because there is: a competition between sharia banks and particularly conventional banks in the national banking industry. In the industry which engages in the products and services of sharia banking, one thing which requires attention is the quality of service provided by human resources in the sharia bank in question. The human resources need to be qualified in order to provide quality service to the customers. The writer has been particularly interested in the issue and then conducted research on the human resources quality as an independent variable, and the training, as a dummy independent variable which affect the quality of the service, as the dependent variable, at Bank Syariah Mandiri (BSM) Branch Office in South Jakarta.

The research used Multiple Liner Regression analysis and the result suggests that human resources quality has a significant impact on the service quality, while the training has only a minor one although the training gives positive contribution with positive coefficient. The further suggests that BSM being examined improve the quality of its human resources through both on-the-job and off-the job trainings in order to achieve a good standard of service quality and that BSM recruit personnel w1th Islamic Economy education background."

"Penelitian ini bertujuan untuk menganalisa sistem pengendalian internal dalam penyaluran Kredit Pemilikan Rumah (KPR), mulai dari prosedur penyaluran, peran dari pihak terkait, pengendalian fasilitas kredit yang sudah diberikan, hingga pencegahan dan penyelesaian kredit macet (Non Performing Loan). Penelitian ini dilakukan pada Bank BTN Cabang Depok dengan menggunakan metode kualitatif deskriptif. Penulis mendapat kesimpulan bahwa sistem pengendalian penyaluran KPR yang dilaksanakan Bank BTN Cabang Depok telah berjalan sesuai dengan ketentuan Bank Indonesia. Selain itu, Bank BTN Cabang Depok telah menerapkan sistem pengendalian manajemen perbankan dengan baik, sehingga penerapannya dapat dijadikan acuan bagi penyaluran KPR oleh Bank Umum lainnya. Namun demikian, Bank BTN Cabang Depok masih dapat meningkatkan kinerjanya melalui optimalisasi penggunaan sistem informasi dan meningkatkan kehati-hatian dalam proses penilaian debitur untuk meminimalisir terjadinya kredit bermasalah.

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The main purpose of this research is to analyze the control system of mortgage loan distribution, including the distribution procedure, job descriptions of responsible parties, loan control, prevention and resolution of Non-Performing-Loan. The study is conducted in Bank BTN Cabang Depok and using descriptive qualitative method. We could take a conclusion that Bank BTN Cabang Depok has complied the regulation of Bank Indonesia in delivering their mortgage loan. Besides, Bank BTN Cabang Depok has also apllied the control system of banking management. Their practice in mortage loan can be a benchmark for other Banks in the same field. However, there are still room for improvement for Bank BTN Cabang Depok. They may consider to optimizing the usage of information system, and improvement in debtor assessment process to minimize the bad loans. "

"[ ABSTRAKSkripsi ini membahas tentang komunikasi internal yang terjadi selama krisis berlangsung pada Bank BTN (studi kasus pemberitaan Bank BTN yang akan diakuisisi Bank Mandiri tahun 2014). Fokus dari penelitian ini adalah bagaimana upaya pihak manajemen dan tim manajemen krisis mengurangi ketidakpastian karyawan ketika pemberitaan wacana akuisisi. Pendekatan pada penelitian ini adalah penelitian kualitatif dengan desain deskriptif. Sedangkan konfirmasi data pada penelitian ini menggunakan triangulasi data kuantitatif (survei).Peneliti menyarankan bahwa pihak manajemen Bank BTN perlu melakukan komunikasi internal secara terbuka untuk mengurangi ketidakpastian karyawan ketika krisis berlangsung. Selain itu, pihak manajemen Bank BTN perlu membuat tim manajamen krisis untuk menangani komunikasi krisis, terutama kepada pihak internal. Tim manajemen krisis perlu membuat Peraturan Standar Operasional (PSO) agar informasi yang diberikan jelas dan tidak simpang siur. Terakhir, Bank BTN perlu melibatkan manajemen senior dalam menangani krisis.

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ABSTRACTTittle of Thesis: A Study of Internal Communication during Crisis in Bank BTN (A Case of News Regarding Planned Bank BTN Acquisition by Bank Mandiri in 2014)

This thesis discusses about the internal communication that occurred during the crisis in Bank BTN (case study of news regarding planned Bank BTN acquisition by Bank Mandiri in 2014). The focus of this research is the efforts of the management and its crisis management team to reduce employees? uncertainty when the news about the acquisition was circulating. The approach in this study is a qualitative research with descriptive design. While confirmation of the data in this study is done using quantitative data triangulation (survey).

The researcher suggest that Bank BTN management should do an open internal communication in order to reduce employees? uncertainty when the crisis was taking place. Moreover, the management should form a crisis management team to deal with crisis communication, especially to internal parties. The crisis management team should make a Standard Operating Procedure (SOP) so that the information provided will be as clear as possible. Finally, the management should involve the senior management in handling the crisis.;Tittle of Thesis: A Study of Internal Communication during Crisis in Bank BTN (A Case of News Regarding Planned Bank BTN Acquisition by Bank Mandiri in 2014)

This thesis discusses about the internal communication that occurred during the crisis in Bank BTN (case study of news regarding planned Bank BTN acquisition by Bank Mandiri in 2014). The focus of this research is the efforts of the management and its crisis management team to reduce employees? uncertainty when the news about the acquisition was circulating. The approach in this study is a qualitative research with descriptive design. While confirmation of the data in this study is done using quantitative data triangulation (survey).

The researcher suggest that Bank BTN management should do an open internal communication in order to reduce employees? uncertainty when the crisis was taking place. Moreover, the management should form a crisis management team to deal with crisis communication, especially to internal parties. The crisis management team should make a Standard Operating Procedure (SOP) so that the information provided will be as clear as possible. Finally, the management should involve the senior management in handling the crisis.;Tittle of Thesis: A Study of Internal Communication during Crisis in Bank BTN (A Case of News Regarding Planned Bank BTN Acquisition by Bank Mandiri in 2014)

This thesis discusses about the internal communication that occurred during the crisis in Bank BTN (case study of news regarding planned Bank BTN acquisition by Bank Mandiri in 2014). The focus of this research is the efforts of the management and its crisis management team to reduce employees? uncertainty when the news about the acquisition was circulating. The approach in this study is a qualitative research with descriptive design. While confirmation of the data in this study is done using quantitative data triangulation (survey).

The researcher suggest that Bank BTN management should do an open internal communication in order to reduce employees? uncertainty when the crisis was taking place. Moreover, the management should form a crisis management team to deal with crisis communication, especially to internal parties. The crisis management team should make a Standard Operating Procedure (SOP) so that the information provided will be as clear as possible. Finally, the management should involve the senior management in handling the crisis.;Tittle of Thesis: A Study of Internal Communication during Crisis in Bank BTN (A Case of News Regarding Planned Bank BTN Acquisition by Bank Mandiri in 2014)

This thesis discusses about the internal communication that occurred during the crisis in Bank BTN (case study of news regarding planned Bank BTN acquisition by Bank Mandiri in 2014). The focus of this research is the efforts of the management and its crisis management team to reduce employees? uncertainty when the news about the acquisition was circulating. The approach in this study is a qualitative research with descriptive design. While confirmation of the data in this study is done using quantitative data triangulation (survey).

The researcher suggest that Bank BTN management should do an open internal communication in order to reduce employees? uncertainty when the crisis was taking place. Moreover, the management should form a crisis management team to deal with crisis communication, especially to internal parties. The crisis management team should make a Standard Operating Procedure (SOP) so that the information provided will be as clear as possible. Finally, the management should involve the senior management in handling the crisis., Tittle of Thesis: A Study of Internal Communication during Crisis in Bank BTN (A Case of News Regarding Planned Bank BTN Acquisition by Bank Mandiri in 2014)

This thesis discusses about the internal communication that occurred during the crisis in Bank BTN (case study of news regarding planned Bank BTN acquisition by Bank Mandiri in 2014). The focus of this research is the efforts of the management and its crisis management team to reduce employees’ uncertainty when the news about the acquisition was circulating. The approach in this study is a qualitative research with descriptive design. While confirmation of the data in this study is done using quantitative data triangulation (survey).

The researcher suggest that Bank BTN management should do an open internal communication in order to reduce employees’ uncertainty when the crisis was taking place. Moreover, the management should form a crisis management team to deal with crisis communication, especially to internal parties. The crisis management team should make a Standard Operating Procedure (SOP) so that the information provided will be as clear as possible. Finally, the management should involve the senior management in handling the crisis.]"