PROSES TRANSAKSI PADA PELAYANAN NASABAH PRIORITAS DI PT BANK TABUNGAN NEGARA ( PERSERO ) TBK KC PALEMBANG

Authors

  • ANISA FEBRIYANI Universitas PGRI Palembang, Indonesia
  • Diana Widhi Rahmawati Universitas PGRI Palembang, Indonesia
  • Hendri Gunawan Universitas PGRI Palembang, IndonesiaUniversitas PGRI Palembang, Indonesia

Keywords:

priority customer, transaction process, banking service, customer loyalty, Bank BTN

Abstract

This study aims to analyze the transaction process and service system for priority customers at PT Bank Tabungan Negara (Persero) Tbk KC Palembang. The research uses a qualitative descriptive approach with data collection techniques through field observation and interviews during the internship period from October 6 to December 8, 2025. The results show that the transaction process for priority customers is carried out in a structured and integrated manner, starting from customer reception in the priority lounge, identification of transaction needs, to processing by relevant units such as Priority Banking Service, Teller, and Operation Unit Head. Priority customers receive exclusive services such as no queues, personal assistants, lounge facilities, airport services, and various membership benefits according to the funds managed. The service differentiation between regular and priority customers is significant and aims to increase customer loyalty and bank competitiveness. This study confirms that structured and exclusive services can strengthen customer relationships and support banking business sustainability in the competitive financial industry

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Published

2026-01-04

Issue

Vol. 2 No. 1 (2026): Januari

Section

Articles

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Copyright (c) 2026 ANISA FEBRIYANI, Diana Widhi Rahmawati, Hendri Gunawan

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