STRATEGI KOMUNIKASI DESK COLLECTION DALAM MENINGKATKAN KELANCARAN PEMBAYARAN ANGSURAN NASABAH PADA PEMBIAYAAN KPR DI BANK TABUNGAN NEGARA KANTOR CABANG SYARIAH SOLO

Abstract

The purpose of this study is to analyse and describe the collection process until customer payment and the specific communication strategies applied by desk collection in collecting customers in order to increase the smoothness of KPR financing installments at Bank Tabungan Negara Solo Syariah Branch. This research type uses qualitative research using a case study approach method of KPR financing customer data at the state savings bank solo branch for the period January to March 2023 for the surrounding solo area. through data collection methods through surveys, observations, interviews and documentation. The results of the study indicate that the communication strategy applied by the Collection Desk of BTN Syariah Bank Solo Branch Office has worked well. secondly, the process of penagiahn desk collection starts from tagiahn by telephone when due then continues with installment payments from customers immediately or at another time based on an agreement during online billing. thirdly, the collection strategy applied by the State Savings Bank Solo Syariah Branch Office Desk with the method of psychic approach to customers and making an agreement when paying successfully.