The Importance of Human Resources in Banking Sector

Oct 13, 2025 by thesweetdesigns.com 85 views

Introduction

In the banking world, especially in PT. Bank of North Sumatra KCP Aksara, the existence of tellers as the front guard in customer service is very important. Tellers play a crucial role in conducting financial transactions and representing the bank's face that interacts directly with customers. The good performance of a teller will have a major effect on customer satisfaction and overall bank image. Therefore, teller's performance appraisal becomes an aspect that needs to be considered in an effort to improve services to customers.

The Importance of Human Resources in Banking Sector

Human resources (HR) have a very important role in every company's activities, including in the banking sector. Almasdi (2006) argues that human resources are a power that is buried in every individual that must be fostered, explored, and developed for the welfare of the community. This shows that the potential of human resources can be optimized to improve the services provided. According to Hasibuan (2004), human resources are integrated abilities that combine thoughts and physicals to carry out organizational functions effectively.

The Role of Employee Performance in Company Success

The success of a company, including banks, is very dependent on the ability of employees to carry out their duties well. Therefore, quality and outstanding human resources become very crucial. Optimal performance can be seen from the results of quality work and adequate quantity, in accordance with the responsibilities carried out by an employee. Tika (2006) states that performance is the result of work functions in accordance with responsibility and expectations. In addition, Mangkunegara and Anwar Prabu (2000) emphasized that employee performance is the main indicator in evaluating the success of the tasks that have been given to them.

Teller Performance Appraisal Criteria

In the context of PT. Bank of North Sumatra KCP Aksara, teller performance appraisal can be done with several criteria, such as:

Speed in service: The ability of tellers to complete transactions quickly and efficiently.
Accuracy in conducting transactions: The ability of tellers to conduct transactions accurately and without errors.
Ability to communicate with customers: The ability of tellers to communicate effectively with customers and provide them with the information they need.

The Importance of Teller Performance Appraisal

The results of this assessment will provide an overview of the level of achievement in carrying out their duties and responsibilities, which can then be used to formulate a better HR development strategy. Mahsun (2006) emphasizes the importance of achieving and implementing activities to realize the mission and vision of the organization.

The Impact of Teller Performance on Customer Satisfaction

Good human resource development will lead to an increase in teller performance, which in turn will affect customer satisfaction. The good performance of the teller will create a positive relationship between customers and banks. Thus, it is important for PT. Bank of North Sumatra KCP Aksara to continue to monitor and evaluate the performance of tellers regularly and provide the training and development needed so that services to customers can continue to increase.

Conclusion

Thus, focus on teller performance appraisal is not only a measurement tool, but also as a strategic step to improve customer services and advance the reputation of PT. Bank of North Sumatra KCP Aksara in the midst of increasingly fierce banking industry competition. Optimizing the performance of the teller will produce a better experience for customers, which in turn will have an impact on the growth and sustainability of the bank's business.

Recommendations

Based on the findings of this study, the following recommendations are made:

Regular performance appraisal: PT. Bank of North Sumatra KCP Aksara should conduct regular performance appraisals for tellers to evaluate their performance and provide feedback.
Training and development: PT. Bank of North Sumatra KCP Aksara should provide training and development opportunities for tellers to improve their skills and knowledge.
Customer feedback: PT. Bank of North Sumatra KCP Aksara should collect customer feedback to understand their needs and expectations and to improve the services provided.

By implementing these recommendations, PT. Bank of North Sumatra KCP Aksara can improve the performance of its tellers and provide better services to its customers, ultimately leading to increased customer satisfaction and loyalty.

Q: What is the purpose of teller performance appraisal in PT. Bank of North Sumatra KCP Aksara?

A: The purpose of teller performance appraisal in PT. Bank of North Sumatra KCP Aksara is to evaluate the performance of tellers and provide feedback to improve their skills and knowledge. This will ultimately lead to better services for customers and increased customer satisfaction.

Q: What are the criteria for teller performance appraisal in PT. Bank of North Sumatra KCP Aksara?

A: The criteria for teller performance appraisal in PT. Bank of North Sumatra KCP Aksara include:

Speed in service: The ability of tellers to complete transactions quickly and efficiently.
Accuracy in conducting transactions: The ability of tellers to conduct transactions accurately and without errors.
Ability to communicate with customers: The ability of tellers to communicate effectively with customers and provide them with the information they need.

Q: How often should teller performance appraisal be conducted in PT. Bank of North Sumatra KCP Aksara?

A: Teller performance appraisal should be conducted regularly in PT. Bank of North Sumatra KCP Aksara. The frequency of appraisal may vary depending on the needs of the bank and the tellers.

Q: What are the benefits of regular teller performance appraisal in PT. Bank of North Sumatra KCP Aksara?

A: The benefits of regular teller performance appraisal in PT. Bank of North Sumatra KCP Aksara include:

Improved customer satisfaction: Regular appraisal will help to identify areas for improvement and provide feedback to tellers to improve their skills and knowledge.
Increased employee engagement: Regular appraisal will help to motivate tellers to perform better and provide better services to customers.
Better services: Regular appraisal will help to identify areas for improvement and provide feedback to tellers to improve their skills and knowledge.

Q: How can PT. Bank of North Sumatra KCP Aksara ensure that teller performance appraisal is fair and unbiased?

A: PT. Bank of North Sumatra KCP Aksara can ensure that teller performance appraisal is fair and unbiased by:

Using clear and objective criteria: The criteria for appraisal should be clear and objective to avoid bias.
Providing feedback: Feedback should be provided to tellers to help them understand their strengths and weaknesses.
Regular review: Regular review of appraisal criteria and process to ensure that it is fair and unbiased.

Q: What are the consequences of poor teller performance appraisal in PT. Bank of North Sumatra KCP Aksara?

A: The consequences of poor teller performance appraisal in PT. Bank of North Sumatra KCP Aksara include:

Decreased customer satisfaction: Poor appraisal will lead to decreased customer satisfaction and loyalty.
Decreased employee engagement: Poor appraisal will lead to decreased employee engagement and motivation.
Poor services: Poor appraisal will lead to poor services and decreased business growth.

Q: How can PT. Bank of North Sumatra KCP Aksara improve teller performance appraisal in the future?

A: PT. Bank of North Sumatra KCP Aksara can improve teller performance appraisal in the future by:

Regular review: Regular review of appraisal criteria and process to ensure that it is fair and unbiased.
Providing feedback: Feedback should be provided to tellers to help them understand their strengths and weaknesses.
Training and development: Training and development opportunities should be provided to tellers to improve their skills and knowledge.

By following these recommendations, PT. Bank of North Sumatra KCP Aksara can improve teller performance appraisal and provide better services to its customers, ultimately leading to increased customer satisfaction and loyalty.