Peran Motivasi Kerja terhadap Kepuasan Karyawan pada Bank Tabungan Negara (BTN) di Unit Collateral Verification Officer (CVO) Kantor Cabang Medan

Abstract

This research aims to determine the role of work motivation in employee job satisfaction at Bank Tabungan Negara (BTN) Medan Branch Office, particularly within the Collateral Verification Officer (CVO) unit. This study employs a qualitative descriptive approach using data collection methods such as observation, interviews, and documentation. The respondents consist of the supervisor and several employees of the CVO unit at BTN Medan Branch Office. The results of the study show that employees’ work motivation in the CVO unit is well maintained and demonstrated through their sense of responsibility and commitment to performing duties in accordance with established standards and procedures. Although the CVO unit does not have specific performance targets like other divisions, it still plays an essential role in supporting the branch’s overall achievements. When the branch is assigned a specific target, such as the completion of a certain number of credit files, the CVO unit contributes through the final verification process to ensure that all documents are complete and eligible according to the requirements. Thus, employees’ motivation is not primarily driven by numerical targets or rewards but rather by professional awareness and accountability for work quality. Furthermore, the level of job satisfaction among employees in the CVO unit is relatively high. This is reflected in the harmonious work relationships, supportive work environment, adequate facilities, and a sense of job security as employees of a state-owned enterprise (BUMN). Based on the findings, it can be concluded that work motivation built through responsibility, commitment, and professionalism plays an important role in creating employee job satisfaction at the Bank Tabungan Negara Medan Branch Office.