<> "The repository administrator has not yet configured an RDF license."^^ . <> . . . "PENERAPAN STANDART OPERATING PROCEDURE (SOP) PELAYANAN\r\nADMINISTRASI BPKB KONSUMEN PT. FIF GROUP CABANG LAMPUNG"^^ . "ABSTRAK\r\n\r\nPenerapan Standart Operating Procedure (SOP) dalam pelayanan administrasi Buku\r\nKepemilikan Kendaraan Bermotor (BPKB) konsumen merupakan suatu kegiatan yang\r\ndilakukan oleh staf Credit Collateral Processor (CCP) untuk dapat meningkatkan\r\nefisiensi, akurasi dan meminimalisir adanya ketidakpuasan pelanggan dalam memberikan\r\nlayanan di PT. FIF GROUP Cabang Lampung. Penelitian ini merupakan jenis penelitian\r\ndengan pendekatan kualitatif. Teknik pengumpulan data dengan wawancara, serta\r\ndokumentasi dan observasi partisipatif. Hasil penelitian menunjukkan bahwa dalam SOP\r\nyang telah dilaksanakan sudah melakukan tahapan-tahapan yang sesuai, namun masih\r\nterdapat beberapa kendala dalam implementasinya, seperti pemborosan waktu pada\r\nkegiatan verifikasi berkas-berkas konsumen dan ketidakteraturan sistem antre yang\r\ndijalankan dalam proses pelayanan. Penelitian ini merekomendasikan perbaikan dalam\r\npelatihan staf untuk meningkatkan pemahaman tentang pentingnya kepatuhan terhadap\r\nSOP serta penyempurnaan SOP untuk meningkatkan kualitas layanan.\r\nKata Kunci: Standart Operating Procedure, SOP, Pelayanan Administrasi dan\r\nKonsumen.\r\nABSTRACT\r\n\r\nThe implementation of Standard Operating Procedure (SOP) in consumer Motor Vehicle\r\nOwnership Book (BPKB) administration services is an activity carried out by Credit\r\nCollateral Processor (CCP) staff to improve efficiency, accuracy and minimize customer\r\ndissatisfaction in providing services at PT. FIF GROUP Lampung Branch. This research\r\nis a type of research with a qualitative approach. Data collection techniques using\r\ninterviews, documentation and participatory observation. The results of the study indicate\r\nthat the SOP that has been implemented has carried out the appropriate stages, but there\r\nare still several obstacles in its implementation, such as wasting time on verifying\r\nconsumer files and irregularities in the queuing system carried out in the service process.\r\nThis study recommends improvements in staff training to improve understanding of the\r\nimportance of compliance with SOPs and refinement of SOPs to improve service quality.\r\nKeywords: Standard Operating Procedure, SOP, Administrative and Consumer Services"^^ . "2024-10-16" . . . . . "FAKULTAS ILMU SOSIAL DAN ILMU POLITIK"^^ . . . . . . . "Romelah"^^ . "Siti "^^ . "Romelah Siti "^^ . . . . . . "PENERAPAN STANDART OPERATING PROCEDURE (SOP) PELAYANAN\r\nADMINISTRASI BPKB KONSUMEN PT. 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