THE ANALYSIS OF DEVELOPER EXPERIENCE IN THE KPR APPLICATION PROCESS THROUGH THE BTN PROPERTY FOR DEVELOPER APPLICATION AT THE BTN MANADO BRANCH

Erlangga Kurnia Pratama Moha; Indrie Debbie Palendeng; Ferdinand J Tumewu; Magdalena Wullur; Merlyn Mourah Karuntu; Shinta Jeanete Camelia Wangke

doi:10.62567/micjo.v3i1.1812

Authors

Erlangga Kurnia Pratama Moha Sam Ratulangit University
Indrie Debbie Palendeng Sam Ratulangit University
Ferdinand J Tumewu Sam Ratulangit University
Magdalena Wullur Sam Ratulangit University
Merlyn Mourah Karuntu Sam Ratulangit University
Shinta Jeanete Camelia Wangke Sam Ratulangit University

DOI:

https://doi.org/10.62567/micjo.v3i1.1812

Keywords:

BTN Properti for Developer, Technology Acceptance Model (TAM), User Experience (UX), User Experience Analysis, Mortgage (KPR), Property Developer, Miles and Huberman

Abstract

This study analyzes the use of the BTN Properti for Developer application in the Home Ownership Credit (KPR) application process at Bank BTN Manado Branch using the Technology Acceptance Model (TAM) and User Experience (UX) approaches. The study used a descriptive qualitative method through in-depth interviews with four developer users of the application. Data analysis was conducted using the Miles and Huberman model which includes data reduction, data presentation, and conclusion drawing. The results show that the BTN Properti for Developer application is generally well received by developers because it is considered easy to use, has a clear application flow, and is able to improve the efficiency of time, costs, and energy through a digital process. However, several obstacles were still found, such as limited document upload size, navigation that is not fully intuitive, and delays in status updates outside of operating hours. Support from BTN was considered quite responsive through training and direct communication, although improvements in the communication features in the application are needed. Based on the TAM analysis, application acceptance is influenced by perceptions of usefulness and ease of use, while from a UX perspective the application shows good usability and usefulness quality, but still requires development in the aspects of interactivity and accessibility. This study concludes that the BTN Properti for Developer application plays an important role in supporting the digital transformation of mortgage applications, with a note that continuous development is needed to optimize services and be user-oriented.

Downloads

Download data is not yet available.

References

Adya Febriana Putri, M., Adi Sastra Wijaya, K., & Wayan Supriliyani, N. (2024). Efektivitas Aplikasi Mobile Jaminan Kesehatan Nasional (JKN) Dalam Meningkatkan Kualitas Pelayanan (Studi Kasus Kantor Badan Penyelenggara Jaminan Sosial Cabang Denpasar). Communication and Policy Review, 1(2), 3046–5141. https://ijespgjournal.org/index.php/shkr

Ajzen, I., & Fishbein, M. (1980). Understanding Attitudes and Predicting Social Behavior. Prentice-Hall.

Asiyah, M. N., Fadillah, H., Irfiani, E., & Dafa, M. (2021). Sistem Informasi Pemesanan Unit Properti Berbasis Web Pada PT. Haakon Inti Perkasa Depok. Jurnal INSAN (Journal of Information System Management Innovation, 1(1). http://jurnal.bsi.ac.id/index.php/jinsan

Azkiya, S. R., & Labibah, L. (2023). Analisis Penerimaan Aplikasi Ikalsel Menggunakan Teori Technology Acceptance Model (TAM). UNILIB : Jurnal Perpustakaan, 14(1). https://doi.org/10.20885/unilib.Vol14.iss1.art3

Bambang Supriyanto. (2023). Literature Review: Penerapan Teknologi Informasi dalam Meningkatkan Kualitas Pelayanan Publik. 8(2), 123–128. https://ejournal.uigm.ac.id/index.php/PDP/article/view/3015

btn.co.id. (2024). Bank BTN Optimistis KPR Tumbuh Lebih Tinggi Tahun 2024, Ini Faktor Pendorongnya. https://www.btn.co.id/id-ID/About/Gallery/News/Press-Conference/Listing/2024/07/11/Bank-BTN-Optimistis-KPR-Tumbuh-Lebih-Tinggi-Tahun-2024-Ini-Faktor-Pendorongnya

Budiman, M., Usman, & Ilyas. (2020). SISTEM INFORMASI MANAJEMEN KREDIT BERBASIS WEB PADA BANK PERKREDITAN RAKYAT GEMILANG TEMBILAHAN. 2, 123–129. https://ejournal.unisi.ac.id/index.php/jupel/article/download/1154/833/

Chrisanto Tulus, Indrie D. Palandeng, & Raymond Ch. Kawet. (2024). ANALISIS SISTEM INFORMASI MANAJEMEN DALAM MENINGKATKAN EFISIENSI OPERASIONAL PADA KAFE COUSIN COFFEE TOMOHON ANALYSIS OF MANAGEMENT INFORMATION SYSTEM IN IMPROVING OPERATIONAL EFFICIENCY AT COUSIN COFFEE TOMOHON. 804 Jurnal EMBA, 12, 804–811. https://ejournal.unsrat.ac.id/v3/index.php/emba/article/view/59381

Damayanti, N., LIstiawati, & Wiguna, W. (2022). Manajemen Operasional Era 5.0 (Novita Damayamti, S.Ab., M.M., Listiawati, S.T. etc.) (Z-Library). CV. AA. RIZKY. https://en.z-lib.gs/book/26300431/10f584/manajemen-operasional-era-50.html

Davis, F. D. (1989). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS Quarterly, 13(3), 319–340. https://doi.org/10.2307/249008

Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989). User Acceptance of Computer Technology: A Comparison of Two Theoretical Models. Management Science, 35(8), 982–1003. https://doi.org/10.1287/mnsc.35.8.982

Epan Saputra. (2021). PENERAPAN AKAD AL-IJARAH AL-MUNTAHIYAH BI AL-TAMLIK PADA PRODUK KPR DI BANK SYARIAH MENGGUNAKAN TEKNOLOGI INFORMASI DALAM ERA DIGITAL. http://repository.iainbengkulu.ac.id/6827/1/SKRIPSI%20EPAN%20PDF.pdf

Fandy Tjiptono, Ph. D., & Anastasia Diana. (2021). PEMASARAN JASA (Edisi 5). Andi Publisher. https://andipublisher.com/produk/detail/pemasaran

Fithrie Soufitri, S. Kom. ,MMSI. (2023). Konsep Sistem Informasi (S. P. C. M. Bincar Nasution, Ed.). PT Inovasi Pratama Internasional. https://ipinternasional.com

Fitzsimmons, J. A. ., & Fitzsimmons, M. J. . (2021). Service management : operations, strategy, information technology (Stephanie Wall, Ed.). McGraw-Hill. https://industri.fatek.unpatti.ac.id/wp-content/uploads/2019/03/272-Service-Management-Operations-Strategy-Information-Technology-James-A.-Fitzsimmons-Mona-J.-Fitzsimmons-Edisi-7-2010.pdf

Halkiopoulos, C., Antonopoulou, H., Papadopoulos, D., Giannoukou, I., & Gkintoni, E. (2020). Online reservation systems in e-Business: Analyzing decision making in e-Tourism. Journal of Tourism, Heritage and Services Marketing, 6(1), 9–16. https://doi.org/10.5281/zenodo.3603312

International Organization for Standardization. (2019). ISO 9241-210:2019 Ergonomics of Human-System Interaction — Part 210: Human-Centred Design for Interactive Systems.

Kotler, Philip., Keller, K. Lane., Tan, C. Tiong., Ang, S. Hoon., & Leong, S. Meng. (2021). Marketing management : an Asian perspective (tephanie Wall, Ed.). Pearson Education Limited. https://students.aiu.edu/submissions/profiles/resources/onlineBook/S3D7W4_Marketing_Management.pdf

MENTERI PEKERJAAN UMUM DAN PERUMAHAN RAKYAT REPUBLIK INDONESIA. (2019). PERATURAN MENTERI PEKERJAAN UMUM DAN PERUMAHAN RAKYAT REPUBLIK INDONESIA NOMOR 20/PRT/M/2019 TENTANG KEMUDAHAN DAN BANTUAN PEMILIKAN RUMAH BAGI MASYARAKAT BERPENGHASILAN RENDAH. http:/jdih/pu/go/id

Minpro Property Expert. (n.d.). Jangan KPR Sebelum Baca Ini. IPEX.

Norman, D. A. (2013). The Design of Everyday Things: Revised and Expanded Edition. Basic Books.

NURSAKINAH. (2020). UPAYA PENINGKATAN KUALITAS LAYANAN TRANSAKSI MELALUI PEMANFAATAN TEKNOLOGI INFORMASI DI BANK SULSELBAR CABANG SYARIAH KOTA SENGKANG. https://repository.iainpare.ac.id/id/eprint/1369/1/15.2300.158.pdf

Park, E., Han, S. H., Kim, H. K., Cho, Y., & Park, S. (2012). A Study on the Determinants of User Acceptance of Internet of Things Services. International Journal of Human-Computer Interaction, 28(12), 1–12. https://doi.org/10.1080/10447318.2012.735644

Prety Diawati, Silvy Sondari Gadzali, Mohd Kasturi Nor Abd Aziz, & Abu Muna Almaududi Ausat. (2023). The Role of Information Technology in Improving the Efficiency and Productivity of Human Resources in the Workplace. Jurnal Teknologi Dan Sistem Informasi Bisnis, 5(3), 296–302. https://doi.org/10.47233/jteksis.v5i3.872

Prof. Dr. Sugiyono. (2023). METODE PENELITIAN KUANTITATIF, KUALITATIF, DAN R&D (S. P. M. Dr. Ir. Sutopo, Ed.). CV ALFABETA. www.cvalfabeta.com

Rahman, W., Saudin, L., & Sri Wahyuni, N. (2022). BAHAN AJAR SISTEM INFORMASI MANAJEMEN (Neneng Sri Wahyuni, Ed.). Widina Bhakti Persada Bandung. www.penerbitwidina.com

Ranius, M. I. A., Sutabri, T., & A. Yani. (2023). Analisis Manajemen Pelayanan PT. KAI Sebagai Pengguna pada Aplikasi KAI ACCESS Berbasis Teknologi Informasi Menggunakan Framework ITIL Version 3. Indonesian Journal of Multidisciplinary on Social and Technology, 1(2), 135–140. https://doi.org/10.31004/ijmst.v1i2.136

Riksfardini, M., Sagara, B., Firmanto, F. S., & Handayani, N. (2023). INOVASI PELAYANAN PAJAK BERBASIS E-GOVERNMENT MELALUI PENGGUNAAN E-FILING DALAM PENINGKATAN KUALITAS PELAYANAN. 1(1), 35–44. https://jurnal.umj.ac.id/index.php/pentahelix/article/viewFile/16305/8459

Rio Ageng Surya Susandy. (2024). THE LACK OF INTEGRATION IN E-BLUD IMPLEMENTATION: A CRITICAL HOT-FIT FRAMEWORK APPROACH. In ABIS: Accounting and Business Information Systems (Vol. 12, Issue 4). https://jurnal.ugm.ac.id/abis/article/view/97581

Rita Ambarwati, O. S., & Supardi, M. (2020). BUKU AJAR MANAJEMEN OPERASIONAL DAN IMPLEMENTASI DALAM INDUSTRI (Hana Catur Wahyuni & Wiwik Sulistyowati, Eds.). Umsida Press. https://en.z-lib.gs/book/21105300/6361ab/manajemen-operasional-dan-implementasi-dalam-industri.html

Ritonga, W. (2020). PELAYANAN PRIMA (SE. Dr. Zainal Abidin, Ed.). PT. Muara Karya. https://stiepbm.ac.id

Samsudin, A., Hidayat Nugroho, R., Zakaria, R., Tania Eriezna Putri, R. A., Alfreda Wirawan, G., Naoval Saputra, R., & Wardah Widad, S. (2023). Strategi Meningkatkan Kualitas Pelayanan Melalui BSI Mobile pada Bank Syariah Indonesia. 4, 1163. Strategi Meningkatkan Kualitas Pelayanan Melalui BSI Mobile pada Bank Syariah Indonesia

Saputra, D., Ivania, A., Sherill, A., Qanitah, ;, & Anindya, M. (2024). Analisis UI dan UX Aplikasi Senayan Library Management System (SLiMS) dalam Pengelolaan Perpustakaan Digital. Journal of Librarianship and Information Science, 4(1).

Siska Emillia, Zainul, & Prihatini Ade Mayvita. (2022). KEBIJAKAN PEMANFAATAN APLIKASI BRIMO UNTUK MENINGKATKAN KUALITAS PELAYANAN (Studi Kasus BRI Unit Sungai Lulut). https://ojs.uniska-bjm.ac.id/index.php/ALSH/article/view/8604

Suryantoko, Agnes I, & Fisol Achmad. (2020). Penerapan Sistem Informasi Manajemen Rumah Sakit Guna Meningkatkan Mutu Pelayanan Di RUMKITAL Marinir Cilandak (Vol. 4, Issue 2). http://ejournal.urindo.ac.id/index.php/MARSI

Teddy Chandra, Stefani Chandra, & Layla Hafni. (2020). Service Quality, Consumer Satisfication, Dan Consumer Loyality: Tinjauan Teoritis (Cakti Indra Gunawan SE., Ed.). CV IRDH. www.irdhcenter.com

Tempo.com. (2022, October 17). Tawarkan Bunga KPR 2,47 Persen, BTN Bidik Penjualan Rp 1 Triliun pada BTN Property Expo 2022. https://www.tempo.co/ekonomi/tawarkan-bunga-kpr-2-47-persen-btn-bidik-penjualan-rp-1-triliun-pada-btn-property-expo-2022-272171

Thongmak, M. (2014). Understanding User Experience in Social Networking Sites: Applying TAM and Flow Theory. Journal of Information Technology Research, 7(2), 1–21. https://doi.org/10.4018/jitr.2014040101

Venkatesh, V., & Davis, F. D. (2000). A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies. Management Science, 46(2), 186–204. https://doi.org/10.1287/mnsc.46.2.186.11926

Vishnupriya S Devarajulu. (2020). Real-Time Visibility and Tracking for Supply Chain Systems: Improving Inventory Management and Reducing Operational Costs Through Technology Vishnupriya S Devarajulu. www.ijfmr.com

Winda Amperi Yanti. (2020). PENERAPAN PROSEDUR PENGAJUAN KREDIT PEMILIKAN RUMAH PADA BANK BUMN. PENERAPAN PROSEDUR PENGAJUAN KREDIT PEMILIKAN RUMAH PADA BANK BUMN

www.btnproperti.co.id. (2024, October 29). BTN Properti menjadi PlatformBTN Properti menjadi Platform Pertama yang menyediakan fitur Sewa Properti Pertama yang menyediakan fitur Sewa Properti. https://www.btnproperti.co.id/blog/fitur-sewa-properti

Xiaoqian Huang. (2024). Application and Practice of Medical Record System in Hospital Information Management System. Scientific and Social Research, 6, 12. https://ojs.bbwpublisher.com/index.php/SSR

Yoraeni, A., Handayani, P., Nur, S., Juarni, R., Dhian, S., Al, Y., Harsih, A., Faizal, R., Yuswanto, R. A., Panca, E., Prayitno, S. E., Muharrom, M., Muryanto, T., Damayanti, R., Febrianto, D., Nurrohman, A., Al, J., Kom, M., Scifintech, P. T., & Wijaya, A. (2023). SISTEM INFORMASI MANAJEMEN Editor (Sayyid Jamal Al Din, Ed.). PT. Scifintech Andrew Wijaya. www.canva.com