Pemberian kredit kepada calon debitur idealnya berpedoman pada Service Level Agreement (SLA) dengan harapan pelayanan prima yang berkualitas dapat terwujud. Seringkali pihak bank memberikan penawaran dalam pemberian kredit selama 14 hari kerja cair, namun pada kenyataannya komitmen tersebut acapkali tidak terealisasi dengan baik, sehingga mengakibatkan pemohon kredit menunggu kepastian dengan jangka waktu yang tidak dapat ditentukan dan berdampak negatif pada kelangsungan bisnis pemohon kredit. Penelitian ini dilakukan untuk mengkaji sejauh mana Service Level Agreement (SLA) yang diimplementasikan terlaksana sesuai dengan standar yang ditetapkan, untuk mengidentifikasi kendala dalam penerapan Service Level Agreement (SLA) selama proses kredit ritel komersial, untuk memformulasikan langkah perbaikan terhadap kendala-kendala dalam proses kredit ritel komersial sehingga Service Level Agreement (SLA) terlaksana sesuai ketentuan. Penelitian dan pembahasan dibatasi hanya pada BRI Kantor Cabang Solo Slamet Riyadi pada unit kerja kredit khususnya pada proses kredit ritel komersial. Penelitian yang dilaksanakan menggunakan analisa deskriptif, yakni berusaha menggambarkan atau memaparkan permasalahan dalam penerapan Service Level Agreement (SLA) pada proses pemberian kredit ritel komersial dan kemudian mencari pemecahannya secara teoritis melalui analisa kualitatif. Sedangkan analisis kuantitatif berbentuk perhitungan prosentase pencapaian penerapan Service Level Agreement (SLA) dibandingkan dengan standar yang ditetapkan pada setiap aktivitas proses kredit ritel komersial selama kurun waktu 12 bulan. Hasil yang didapat dari penelitian ini adalah penerapan Service Level Agreement (SLA) masih belum sesuai standar yang ditetapkan, sebagian besar proses kredit ritel komersial di BRI Kantor Cabang Solo Slamet Riyadi belum berjalan secara efektif dan efisien. Hal tersebut disebabkan karena salah satu fungsi organisasi perkreditan dalam menjalankan proses kredit belum optimal.

Giving loan to some prospective borrowers should ideally be guided by the Service Level Agreement (SLA) with excellent service quality expectations which has been standardized. Often the bank offers loans in 14 business days of disbursement, but in reality the commitment is often not performing well, resulting in loan applicants awaiting confirmation by the period of time which cannot be determined and have a negative impact on loan applicants business continuity. This study was conducted to assess the extent of the Service Level Agreement (SLA) that is implemented accomplished in accordance with established standards, to identify bottlenecks in the implementation of Service Level Agreement (SLA) during the lending process commercial retail, to formulate corrective measures against obstacles in the process of credit commercial retail so that Service Level Agreement (SLA) carried out according to regulations. Research and discussion is limited to the BRI Branch Office Solo Slamet Riyadi at loan department, especially in the commercial retail loans. Studies conducted using descriptive analysis, which is trying to describe or explain some problems in implementing Service Level Agreement (SLA) on disbursement of commercial retail loan process and then looking for the solutions theoretically through qualitative analysis. Quantitative analyzes shaped attainment percentage calculation application of Service Level Agreement (SLA) compared with the standards set forth in any commercial activity of retail loan process over a period of 12 months. The results obtained from this research is the application of Service Level Agreement (SLA) is still not meet the standard set, most of the commercial retail credit process in BRI Branch Office Solo Slamet Riyadi not operate effectively and efficiently. This is because one of the functions of loan organizations in running the loan process is not optimal.

Kata Kunci : Service Level Agreement (SLA), Proses kredit ritel komersial / Service Level Agreement (SLA), commercial retail loan process