Strategi Komunikasi Dalam Meningkatkan Kepercayaan Nasabah Pada Layanan Kartu Kredit Bank Mega Regional Jawa Tengah

Abstract

Bank Mega's credit service is considered to have done something unsatisfactory to credit card customers. Credit card customers at bank mega, feel that the bank makes collections that are not in accordance with the rules issued by Bank Indonesia. The purpose of this study was to determine the communication strategy steps carried out by the credit card division in an effort to increase customer trust, in addition to knowing the bank's decision making in responding to customers who were disappointed with the Mega bank credit card service, and to determine the work evaluation process carried out by the Card Division. Credit in overcoming existing cases. This research was conducted using a qualitative method with in-depth interviews with 3 (three) Bank Mega employees and 5 (five) Bank Mega credit card customers. This study uses the theory of image repair or image repair theory. The results showed that with the implementation of the communication strategies that have been implemented by Bank Mega since the crisis occurred, namely 3 strategies of Reducing Offensiveness of Event; by way of compensation that provides relief to customers who experience unsatisfactory collection actions. Corrective Actions; Bank Mega has made improvements to the performance of its employees. Mortification: During the crisis, Bank Mega carried out a mortification strategy, namely, apologizing and admitting mistakes. This communication strategy can overcome the crisis in mega bank credit card services. It can be proven by statements from the 5 customers who say that Bank Mega is currently better in its services.