ANALYSIS OF THE APPLICATION OF TELLER STANDARD OPERATING PROCEDURES (SOP) IN CUSTOMER SERVICE AT KJKS BMT AGAM MADANI KOTO TUO

Abstract

This research was in the background of problems with the standard operating procedures (SOP) of tellers at KJKS BMT Agam Madani Koto Tuo, where customers complained that the services provided by tellers were very long and lacking dexterous. There are long queues because there are not enough seats in the waiting room, or problems with the system occur when people try to pay, even though not many people use the service. The author uses primary and secondary materials to compile his research, which follows a qualitative methodology. In addition, the method of collecting information is through documentation, interviews, and direct observation. Collecting data, cleaning it, displaying it, and generating conclusions are all steps in the data analysis process. The research and analysis conducted by the author led to the conclusion that the BMT Standard Operating Procedures (SOP) have been implemented effectively. The teller has done its job well, providing timely service to customers that does not make them feel uncomfortable. Feel comfortable using the services offered by the teller when making deposits and cash withdrawals. The teller at KJKS BMT Agam Madani Koto Tuo provides good service and most customers are satisfied. However, some customers complained about the slow teller transaction service, which made them have to wait in line for a long time. The implementation of monitoring, training, and communication programs is essential to ensure that services comply with Standard Operating Procedures (SOPs). In addition, tellers must also be friendly, smiling, and gentle and understand their duties and responsibilities to provide good service.