PENTINGNYA SERVICE POINT BANK MANDIRI TASPEN KCP BANGKO DALAM MEMBERIKAN LAYANAN OPTIMAL BAGI CALON NASABAH PENSIUN DI KABUPATEN SAROLANGUN

Abstract

The pensioner group represents a segment of customers with unique financial needs, thus requiring banking services that are responsive, secure, and satisfaction-oriented. The existence of the service point not only serves as a means of access to financial products and services but also functions as a medium for enhancing trust, financial literacy, and economic well-being among prospective pensioners. This study employed a qualitative descriptive method with data collection techniques including observation, interviews, and documentation study. The findings indicate that optimizing service point performance at Bank Mandiri Taspen KCP Bangko significantly contributes to strengthening the relationship between the bank and its customers, improving service efficiency, and supporting sustainable business strategies. Therefore, the service point plays a strategic role in ensuring service quality and enhancing the competitiveness of banking institutions at the local level.