ANALISIS IMPLEMENTASI STANDARD OPERATION PROCEDURE (SOP) DALAM MENJAGA KUALITAS LAYANAN TELLER (STUDI KASUS PADA BANK TABUNGAN NEGARA CABANG DEPOK)

Abstract

AbstrakPenelitian ini bertujuan untuk Mengetahui bagaimana penerapan SOP di dunia kerja, dengan studi kasus Teller Bank Tabungan Negara, Mengidentifikasi dan menganalisis implementasi SOP teller Bank Tabungan Negara Cabang Depok, dan Menganalisis kualitas layanan teller pada Bank Tabungan Negara Cabang Depok Berdasarkan hasil penelitian, Pelaksanaan implementasi SOP layanan teller Bank Tabungan Negara Cabang Depok di lapangan sebesar 96,15% menunjukkan bahwa teller telah menerapkannya dengan sangat baik. Ciri khusus yang ditemui adalah komunikasi, waktu, fungsi dan fleksibilitas. Kualitas layanan teller pada Bank Tabungan Negara Cabang Depok melalui observasi kepada 30 orang nasabah mendapat hasil yaitu Bukti Fisik sebesar 78,67%, Keandalan sebesar 91,33%, Ketanggapan sebesar 92,5%, Jaminan sebesar 81,67% dan Empati sebesar 97,5% dengan total keseluruhan yaitu 88,334%. Dengan demikian kualitas layanan teller BTN Cabang Depok di nilai cukup baik berdasarkan lima dimensi kualitas. BTN Cabang Depok mampu menjawab ekspektasi, kebutuhan dan memenuhi kepuasan nasabah. Lalu dapat disimpulkan bahwa penerapan (Implementasi) SOP alur pelayanan teller sebesar 96,15% berdampak langsung kepada 4 dimensi kualitas layanan, yaitu Reliable (91,33%), Responsiveness (92,5%), Assurance (81,67%), dan Empathy (97,5%). Harapan akan layanan yang akan diterima dan kebutuhan masing-masing nasabah mempengaruhi komunikasi, waktu, dan fleksibilitas teller ketika menjalankan SOP Layanan sehingga menyebabkan kepuasan nasabah akan kualitas layanan yang baik.Kata Kunci : implementasi, SOP, kualitas, layanan, tellerAbstractThis study aims to Knowing how the application of SOP in the world of work, with case studies Teller Bank Tabungan Negara, Identify and analyze the implementation of SOP teller on Branch Depok, and analyze the quality of service teller at the BTN Depok Branch Based on this research, The implementation of SOP BTN teller Depok Branch in the field amounted to 96.15% indicates that the teller has to apply it very well. The special feature encountered is communication, time, functionality and flexibility. Quality of service teller at the BTN Depok Branch through observation to 30 customers got the result that the Tangible at 78.67%, amounting to 91.33% Reliability, Responsiveness 92.5%, amounting to 81.67% Assurance, and Empathy at 97, 5% to the total that is 88.334%. Thus the quality of services at the Depok branch teller BTN pretty good value based on five dimensions of quality. BTN Depok Branch able to answer the expectations, needs and satisfaction of customers. Then it can be concluded that the implementation (Implementation) SOP teller service flow amounted to 96.15% direct impact to the four dimensions of service quality, namely Reliable (91.33%), Responsiveness (92.5%), Assurance (81.67%), and Empathy (97.5%). Hopes for a service that will be accepted and the needs of each customer affect communication, time, and flexibility when running SOP Service teller causing customer satisfaction will be the quality of the service was good.Keywords : implementation, SOP, quality, service, teller