THE EFFECTIVENESS OF ADMINISTRATIVE SERVICES (CASE STUDY ON DISTRIBUTION OF PEOPLE'S BUSINESS CREDIT (KUR) FOR THE DEVELOPMENT OF SMALL AND MEDIUM MICRO BUSINESSES (MSMEs) AT PT. BANK DEVELOPMENT OF WEST JAVA AND BANTEN TBK. (BJB) GARUT BRANCH)

KUR merupakan program pemerintah dan lembaga keuangan untuk membantu pembiayaan modal usaha pelaku UMKM. Pelayanan administrasi menjadi upaya penting yang dilakukan oleh bank bjb cabang garut dalam menjalankan keberhasilan penyaluran KUR kepada pelaku UMKM. Penelitian ini adalah Penelitian studi kasus dengan menggunakan pendekatan kualitatif deskriptif. Fokus penelitian ini menjelaskan efektivitas dari pelayanan administrasi pada penyaluran KUR yang dikemukakan oleh Zeithml, Berry dan Parasurman (dalam Rianti dkk., 2019) yakni: tangible, reliability, responsiveness, assurance dan emphaty. Teknik pengumpulan data menggunakan tiga tahapan yakni observasi, wawancara dan dokumentasi. Hasil penelitian menunjukkan bahwa efektivitas pelayanan administrasi pada penyaluran KUR berjalan efektif. 1.) tangible, pelayanan sudah ditunjang dengan fasilitas fisik yang lengkap, dengan didukung dokumen identitas, usaha dan agunan. 2.) reliability, kemampuan petugas layanan sudah memenuhi kualifikasi yang dibutuhkan baik hardskill maupun softskill, serta ditunjang oleh SOP untuk menyesuaikan prosedur, waktu dan biaya sehingga proses administrasi dapat terselesaikan dengan akurat. 3.) responsiveness, tersedia media bjb e-call, bjb care dan instagram bank bjb cabang garut yang dapat diakses 24 jam untuk menanggapi keluhan dari debitur. 4.) assurance, adanya SOP dan ISO dapat menarik hati pelaku UMKM untuk mengakses layanan KUR. 5.) emphaty, petugas layanan yang melayani debitur dengan keramahan dan tidak diskriminatif, seperti selalu tersenyum kepada pengguna layanan, menanyakan, mencatat keperluannya dan berupaya memenuhi kebutuhan. Adapun kendala dalam dimensi kualitas pelayanan yang belum sepenuhnya dijalankan dengan efektif sehingga menyebabkan pelayanan berjalan lamban dikarenakan ketidaklengkapan dokumen akibat kelalaian debitur dan ketidaksesuaian waktu penyelesaian pelayanan administrasi yang memakan waktu 30 menit. Bersama dengan keluhan debitur terhadap pelayanan yang kurang ditanggapi oleh operator pusat karena menghubungi pada saat waktu istirahat petugas. Oleh karena itu, penerapan dimensi kualitas pelayanan harus dapat ditingkatkan untuk memperlancar proses pelayanan administrasi KUR dan mengatur waktu pelayanan beserta penggunaan media agar pelayanan administrasi dapat dilakukan dengan cepat dan efektif, serta keluhan dapat direspon dengan tanggap.

Kata Kunci: Efektifitas Pelayanan, Pelayanan Administrasi, KUR

KUR is a government program and financial institution to help finance the business capital of UMKM actors. Administrative services are an important effort made by the bank bjb arrowroot branch in the successful distribution of KUR to UMKM actors. This research is a case study research using a descriptive qualitative approach. The focus of this study explains the effectiveness of administrative services in the distribution of KUR as stated by Zeithml, Berry, and Parasurman (in Rianti et al., 2019), namely: tangible, reliability, responsiveness, assurance, and empathy. Data collection techniques used three stages, namely observation, interviews, and documentation. The results showed that the effectiveness of administrative services in the distribution of KUR was effective. 1.) tangible, the service has been supported by complete physical facilities, supported by identity documents, business, and collateral. 2.) reliability, the ability of service personnel to meet the required qualifications, both hard skills and soft skills, and supported by SOP to adjust procedures, time and costs so that administrative processes can be completed accurately. 3.) responsiveness, available media bjb e-call, bjb care, and Instagram bank bjb garut branch which can be accessed 24 hours to respond to complaints from debtors. 4.) guarantees, the existence of SOPs and ISOs can attract UMKM actors to access KUR services. 5.) empathy, service officers who serve debtors in a friendly and non-discriminatory manner, such as always smiling at service users, asking questions, recording their needs, and trying to fulfill their needs. The constraints on the dimensions of service quality have not been fully implemented effectively, causing the service to run slowly due to incomplete documents due to the negligence of the debtor and the inappropriate completion time of administrative services which takes 30 minutes. Coupled with debtor complaints about services that were not responded to by the central operator because they contacted officers during break hours. Therefore, the application of the service quality dimension must be improved to facilitate the process of KUR administration services and regulate service time and media use so that administrative services can be carried out quickly and effectively, and complaints can be responded to in a responsive manner.

Keywords: Service Effectiveness, Administrative Services, KUR