LEGAL PROTECTION FOR BANKING CUSTOMERS BASED ON SERVICE STANDARDS IN PT. BANK NEGARA INDONESIA (PERSERO) TBK

Asiana Granadia Dyah Buwana

  • admin admin Universitas Islam Jakarta
Keywords: Legal Protection, Bank Customers, Service Standards

Abstract

transactions at banks. The customer as the main actor in banking transactions has the right to be served well without any difference or discrimination from one customer to another. If one customer is not satisfied with the service of one of the Bank's officers namely the Security Guard, the customer has the right to submit his complaint to the Head of the Bank. The purpose of this study was to determine the legal protection of BNI customers based on banking service standards and to find out the standard BNI service procedures for customers in accordance with the Banking Act. This study uses a normative juridical approach. Conclusions: 1. PT Bank Negara Indonesia (Persero) Tbk has protected its customers by issuing Company Guidelines for resolving customer complaints, and banking service standards. This can be seen from the availability of Company Guidelines in order and detail in each flow of the process of handling and settling customer complaints which are then equipped with SOP (Standard Service Procedure) for each BNI officer, namely the service standards for Security Guard, Teller and CSO officers and Outlet Leaders. 2. Rules regarding Customer Service Standards at PT Bank Negara Indonesia (Persero) Tbk, are in accordance with: a) Law of the Republic of Indonesia Number 8 concerning Consumer Protection.

Author Biography

admin admin, Universitas Islam Jakarta
Jurnal Reformasi Hukum merupakan jurnal hukum yang terbit 1 tahun 2 kali, yaitu yang pertama januari-juni dan kedua juli-desember. Jurnal ini diterbitkan oleh Fakultas Hukum Universitas Islam Jakarta, dengan tujuan sebagai wadah dan media komunikasi, serta sarana untuk mempublikasikan hasil kajian ilmiah dengan berbagai macam permasalahan yang aktual dalam bidang hukum, bagi kalangan dosen, peneliti, dan masyarakat. Jurnal Reformasi Hukum ini pernah terakreditasi Dikti, yaitu berdasarkan SK Dirjen Dikti Depdiknas Nomor 02/DIKTI/KEP/2002 dan SK Dirjen Dikti Depdiknas Nomor 55/DIKTI/KEP/2005.      

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Indonesia. Undang-undang No.21 Tahun 2011 tentang Otoritas Jasa Keuangan
Published
2019-10-27