EVALUASI PENERAPAN SOP PEMINJAMAN ALAT PEMBELAJARAN DI RUANG ADMINISTRASI JURUSAN ADMINISTRASI NIAGA - Dhimas Rhobi Djuniyanto Suwadi; Nazar Ahmad Fauzan (KOMPLEKSITAS: JURNAL ILMIAH MANAJEMEN, ORGANISASI DAN BISNIS, 2026)
This study aims to evaluate the implementation of learning tool lending procedures in the Administration Room of the Business Administration Department, Bandung State Polytechnic. This research used a descriptive qualitative approach through field observations, in-depth interviews with one administrative staff member and five class Persons in Charge (PIC), and the researcher's participatory experience as an active user of the service. The results indicate that although the lending process runs consistently, the process is not supported by written Standard Operating Procedures (SOPs), resulting in inconsistent implementation. Several significant operational obstacles were identified, such as slow staff response, damaged or unavailable equipment, and office break times that often clash with class schedules. Based on the SERVQUAL dimension, responsiveness, empathy, and service assurance are deemed to require improvement. Overall, the tool lending system is considered simple but inefficient in meeting student service needs. Therefore, this study recommends developing written SOPs, improving staff service quality, adjusting operational hours, and maintaining tools regularly to support the smooth running of academic activities.Penelitian ini bertujuan untuk mengevaluasi penerapan prosedur peminjaman alat pembelajaran di Ruang Administrasi Jurusan Administrasi Niaga, Politeknik Negeri Bandung. Penelitian ini menggunakan pendekatan kualitatif deskriptif melalui metode observasi lapangan, wawancara mendalam dengan satu staf administrasi dan lima Penanggung Jawab (PJ) kelas, serta pengalaman partisipatif peneliti sebagai pengguna aktif layanan. Hasil penelitian menunjukkan bahwa meskipun alur peminjaman berjalan secara konsisten, proses tersebut belum didukung oleh Standar Operasional Prosedur (SOP) tertulis sehingga pelaksanaannya kurang seragam. Ditemukan beberapa kendala operasional signifikan, seperti respons staf yang lambat, alat yang rusak atau tidak tersedia, serta jam istirahat kantor yang sering berbenturan dengan jadwal perkuliahan. Berdasarkan dimensi SERVQUAL, aspek responsivitas, empati, dan jaminan layanan (assurance) dinilai masih perlu ditingkatkan. Secara keseluruhan, sistem peminjaman alat dinilai sederhana namun belum efisien dalam memenuhi kebutuhan layanan mahasiswa. Oleh karena itu, penelitian ini merekomendasikan penyusunan SOP tertulis, peningkatan kualitas pelayanan staf, penyesuaian jam layanan operasional, serta perawatan alat secara berkala guna mendukung kelancaran kegiatan akademik