ANALYSIS OF THE IMPACT OF COVID-19 ON SERVICE QUALITY AT PT. BANK ACEH SHARIA KPO BANDA ACEH

Abstract

The services provided by employees are a reflection of the service quality of a bank. Good service quality will determine the success and progress of the bank. During the current Covid-19 pandemic, the quality of bank services can decline and experience obstacles so that the services provided are less than optimal. This research was conducted at PT. Bank Aceh Syariah Operational Head Office, with a qualitative descriptive approach and using primary and secondary data. Informants in this study were employees and customers of PT. Bank Aceh Syariah KPO Lamprit. The results showed that the Covid-19 pandemic did not harm the quality of service at PT. Bank Aceh Syariah, both from the aspect of collecting and distributing funds. The services provided by Bank Aceh to customers have been optimal and carried out following the Operating Standards (SOP) that were in effect during the Covid-19 pandemic. This is evidenced by the fulfillment of the six dimensions of service well, namely: dimensions of legal compliance (compliance of law), assurance (assurance), reliability (reliability), tangible (tangible), empathy (empathy), and responsiveness (responsiveness).