ANALISIS IMPLEMENTASI PELAYANAN PRIMA SEKRETARIS PERUSAHAAN BAGI PELANGGAN INTERNAL PADA PERUM JAMKRINDO JAKARTA

Abstract

Abstract

This research aims to determine the competency analysis of corporate secretaries in providing excellent internal customer service to state-owned enterprises. The research used a descriptive qualitative approach through observation and interviews. The results of the study concluded that excellent service competence was carried out in accordance with the ability, attitude, appearance, attention, action, and accountability. Excellent service is applied by Cooporate Secretary to provide satisfaction and trust to internal customers. The Cooporate Secretary is in charge of ensuring smooth communication and providing the necessary information. The principle of excellent service applied by the Cooporate Secretary prioritizes responsible work, works honestly, has fair service to the leadership and all subordinates.

Keywords: competence, excellent service, internal customers

Abstrak

Penelitian ini bertujuan untuk mengetahui analisa kompetensi sekretaris perusahaan dalam memberikan pelayanan prima pelanggan internal pada badan usaha milik negara. Penelitian menggunakan pendekatan kualitatif deskriptif melalui observasi dan wawancara. Hasil penelitian menyimpulkan bahwa kompetensi pelayanan prima dilakukan sesuai seperti kemampuan (ability), sikap (attitude), penampilan (appearance), perhatian (attention), tindakan (action), dan tanggung jawab (accountability). Pelayanan prima diterapkan Sekper untuk memberikan rasa puas dan kepercayaan bagi pelanggan internal. Sekper bertugas memastikan kelancaran komunikasi dan menyediakan berbagai informasi yang diperlukan. Prinsip pelayanan prima yang diterapkan Sekper mengutamakan pekerjaan yang bertanggung jawab, bekerja dengan jujur, memiliki pelayanan yang adil kepada pimpinan dan semua bawahannya.

Kata Kunci : kompetensi, pelayanan prima, pelanggan internal