Vol. 2 No. 1 (2025): Navigating Global Business Ethics in the Age of Innovation
Articles

Analysis of The Home Ownership Credit Provision System at PT BANK TABUNGAN NEGARA IN PADANG CITY

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  • Marlina Farah Mutia,
  • Eka Wirajuang Daurrohmah
Marlina Farah Mutia
Universitas Terbuka
Bio
Eka Wirajuang Daurrohmah
Universitas Terbuka
Bio

Published 2025-08-31

Keywords

  • Home Ownership Credit,
  • Non-Performing Loan,
  • Predictive Technology,
  • Business strategy,
  • Credit management system

Copyright (c) 2025 Marlina Farah Mutia, Eka Wirajuang Daurrohmah (Author)

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Abstract

This study evaluates the mortgage (KPR) disbursement system at PT Bank Tabungan Negara (Persero) Tbk (BTN), which plays a strategic role in financing the national housing sector. The main focus is on the alignment between formal procedures in Standard Operating Procedures (SOPs) and their implementation in the field, the effectiveness of credit risk mitigation, and the potential use of data-based predictive technology in debtor selection. The study used a mixed methods approach, using interviews, questionnaires, and document analysis as data collection instruments. The results show significant discrepancies between SOPs and practices in several BTN branches, a weak field verification system, and minimal use of predictive technology such as data mining algorithms in the debtor eligibility assessment process. Furthermore, customer dissatisfaction was found regarding information transparency and understanding of mortgage procedures. These findings indicate the need for systemic reform through the integration of digital technology, staff training, improving customer financial literacy, and strengthening post-disbursement monitoring. This research contributes to the development of more efficient and adaptive housing finance policies.

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