Evaluasi Efektivitas Penerapan SOP Administrasi Pengajuan Kredit Pemilikan Rumah pada Customer Loan Unit Bank BTN KC Denpasar

Abstract

This study aims to evaluate the effectiveness of the implementation of SOPs for Housing Loan (Kredit Pemilikan Rumah/KPR) administration at the Customer Loan Unit (CLU) of Bank BTN Denpasar Branch Office. This research employs a qualitative approach with a descriptive method. Data were collected through observation, interviews, and documentation during the internship program. The effectiveness evaluation was conducted using several public administrative service indicators, namely procedural accuracy, timeliness, administrative accuracy, employee compliance, clarity of information, and achievement of service objectives. The results indicate that the implementation of SOPs for KPR administration at the Customer Loan Unit of Bank BTN Denpasar Branch is generally effective. The SOPs have been implemented in accordance with established procedures and support administrative order, accountability, and employee professionalism. However, challenges remain in terms of timeliness and clarity of information provided to customers, mainly due to incomplete customer documentation and additional time required for the verification process. This study concludes that continuous evaluation and improvement of SOP implementation are necessary to enhance the effectiveness of KPR administrative services and the quality of public services in the banking sector.

Keywords: Standard Operating Procedures, effectiveness, administrative services, housing loan, Bank BTN.

Abstrak

Penelitian ini bertujuan untuk mengevaluasi efektivitas penerapan SOP administrasi pengajuan Kredit Pemilikan Rumah (KPR) pada Customer Loan Unit (CLU) Bank BTN Kantor Cabang Denpasar. Penelitian ini menggunakan pendekatan kualitatif dengan metode deskriptif. Teknik pengumpulan data dilakukan melalui observasi, wawancara, dan studi dokumentasi selama kegiatan magang. Evaluasi efektivitas dilakukan berdasarkan beberapa indikator pelayanan administrasi publik, yaitu ketepatan prosedur, ketepatan waktu, ketepatan administrasi, kepatuhan pegawai, kejelasan informasi, dan pencapaian tujuan pelayanan. Hasil penelitian menunjukkan bahwa penerapan SOP administrasi pengajuan KPR di Customer Loan Unit Bank BTN KC Denpasar secara umum berada pada kategori efektif. SOP telah dilaksanakan sesuai alur dan ketentuan yang berlaku serta mampu mendukung tertib administrasi, akuntabilitas, dan profesionalisme pegawai. Namun demikian, masih ditemukan kendala pada indikator ketepatan waktu dan kejelasan informasi kepada nasabah, yang umumnya disebabkan oleh ketidaklengkapan dokumen nasabah serta proses verifikasi yang memerlukan waktu tambahan. Penelitian ini menyimpulkan bahwa evaluasi dan penyempurnaan penerapan SOP perlu dilakukan secara berkelanjutan guna meningkatkan efektivitas pelayanan administrasi pengajuan KPR dan kualitas pelayanan publik di sektor perbankan.

Kata kunci: Standar Operasional Prosedur, efektivitas, pelayanan administrasi, Kredit Pemilikan Rumah, Bank BTN.