IDENTIFIKASI KOMPETENSI CUSTOMER SERVICE PADA BANK PERKREDITAN RAKYAT DENGAN METODE JOB COMPETENCY ASSESMENT (JCA)

Authors

  • Marlinda Dini Hapsari Unila
  • Jeni Wulandari Jurusan Ilmu Administrasi Bisnis, FISIP, Universitas Lampung
  • Fenny Saptiani Jurusan Ilmu Administrasi Bisnis, FISIP, Universitas Lampung

DOI:

https://doi.org/10.23960/jpb.v5i1.37

Keywords:

competency, customer service, job competency assessment (JCA) method

Abstract

This study aimed to identify customer service competencies using the Job Competency Assessment (JCA) Method. This type of research uses a qualitative approach. Qualitative research obtains research subjects from informants using purposive sampling technique, namely the amount of information as much as 9 people according to selected criteria that are relevant to the research problem. Data analysis in this study was obtained from interviews, observation and documentation. At the interview stage the researcher used the Job Competency Assessment (JCA) Method to assess the competencies possessed by individuals. Based on the results obtained, it shows that there are 10 CS competencies in Bank Eka namely attention to clarity of tasks (attention to order), customer orientation (customer service orientation), enthusiasm for achievement (achievement orientation), self-control (self-control), impact and influence (impact and influence), empathy (interpersonal understanding), self-confidence (self-confidence), ability to direct (direction), special skills (personal expertise), cooperation (teamwork), 4 out of 10 competencies appears. The most concerned are clarity of tasks (attention to order), customer oriented (customer service oriented), passion for achievement (achievement orientation), self-control. This competency can later be more challenging, maintained and improved.

ABSTRAK 

Penelitian ini bertujuan untuk mengidentifikasi kompetensi customer service dengan menggunakan Metode Job Competency Assesment (JCA). Jenis penelitian ini menggunakan pendekatan kualitatif, dengan jumlah informan sebanyak 9 orang yang ditentukan secara purposive. Teknik pengumpulan data menggunakan Behavioral Event Interview (BEI), observasi dan dokumentasi. Berdasarkan hasil penelitian, terdapat 10 kompetensi pada CS di BPR, dengan kompetensi prioritas pada kompetensi perhatian terhadap kejelasan tugas (concern for order), beriorientasi kepada pelanggan (customer service orientation), semangat untuk berprestasi (achievement orientation), pengendalian diri (self-control). Sementara kompetensi pendukung lain yakni kompetensi dampak dan pengaruh (impact and influence), empati (interpersonal understanding), percaya diri (self-confidence), kemampuan mengarahkan (directiveness), keahlian khusus (personal expertise), dan kerjasama (teamwork),

 

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Author Biography

Marlinda Dini Hapsari, Unila

Abstrack

This study aimed to identify customer service competencies using the Job Competency Assessment (JCA) Method. This type of research uses a qualitative approach. Qualitative research obtains research subjects from informants using purposive sampling technique, namely the amount of information as much as 9 people according to selected criteria that are relevant to the research problem. Data analysis in this study was obtained from interviews, observation and documentation. At the interview stage the researcher used the Job Competency Assessment (JCA) Method to assess the competencies possessed by individuals. Based on the results obtained, it shows that there are 10 CS competencies in Bank Eka namely attention to clarity of tasks (attention to order), customer orientation (customer service orientation), enthusiasm for achievement (achievement orientation), self-control (self-control), impact and influence (impact and influence), empathy (interpersonal understanding), self-confidence (self-confidence), ability to direct (direction), special skills (personal expertise), cooperation (teamwork), 4 out of 10 competencies appears. The most concerned are clarity of tasks (attention to order), customer oriented (customer service oriented), passion for achievement (achievement orientation), self-control. This competency can later be more challenging, maintained and improved.

 

Keywords : Competency, Customer Service,  Job Competency Assesment (JCA) Method. 

 

Abstrak

Penelitian ini bertujuan untuk mengidentifikasi kompetensi customer service dengan menggunakan Metode Job Competency Assesment (JCA). Jenis penelitian ini menggunakan pendekatan kualitatif. Penelitian kualitatif memperoleh subyek penelitian dari informan dengan teknik purposive sampling yaitu dengan jumlah informan sebanyak 9 orang sesuai dengan kriteria terpilih yang relevan dengan masalah penelitian. Analisis data dalam penelitian ini diperoleh dari hasil wawancara, observasi dan dokumentasi. Dalam tahap wawancara, peneliti menggunakan Metode Job Competency Assesment (JCA) untuk menilai kompetensi yang dimiliki oleh individu. Berdasarkan hasil penelitian yang didapatkan, menunjukkan bahwa  terdapat 10 kompetensi pada CS di Bank Eka yakni perhatian terhadap kejelasan tugas (concern for order), beriorientasi kepada pelanggan (customer service orientation), semangat untuk berprestasi (achievement orientation), pengendalian diri (self-control), dampak dan pengaruh (impact and influence), empati (interpersonal understanding), percaya diri (self-confidence), kemampuan mengarahkan (directiveness), keahlian khusus (personal expertise), kerjasama (teamwork), 4 dari 10 kompetensi tersebut muncul paling banyak yakni perhatian terhadap kejelasan tugas (concern for order), beriorientasi kepada pelanggan (customer service orientation), semangat untuk berprestasi (achievement orientation), pengendalian diri (self-control). Kompetensi ini nantinya dapat lebih ditekankan, di pertahankan dan di tingkatkan kembali.

 

Kata Kunci : Kompetensi, Customer Service, Metode Job Competency Assesment (JCA)

 

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Published

31-05-2022

Issue

Vol. 5 No. 1 (2022): Jurnal Perspektif Bisnis

Section

Articles