Upaya Meningkatkan Kualitas Pelayanan Melalui ISO 9001:2008 (Studi Pada Badan Kepegawaian Negara Kantor Regional II Surabaya)

Cahyo Dwi Arifianto

Abstrak

: Efforts to Improve Service Quality Through ISO 9001:2008 In State Employment Agency Regional Office II Surabaya. State Employment Agency Regional Office II Surabaya is one of the government agencies responsible for the implementation and development services in the field of personnel who have implemented the ISO 9001:2008 standard. However, there are still some obstacles that occur in administrative officer services by service recipients. This study aims to identify and describe efforts to improve service quality through ISO 9001:2008 in State Employment Agency Regional Office II Surabaya. This research uses descriptive study with a qualitative approach. The focus of the study include: (1) efforts to improve service quality through ISO 9001:2008 in State Employment Agency Regional Office II Surabaya. (2) the factors that support and hinder efforts to improve service quality through ISO 9001:2008 in State Employment Agency Regional Office II Surabaya. The results of this study are still there are some obstacles encountered in efforts to improve service quality through ISO 9001:2008 in State Employment Agency Regional Office II Surabaya with supporting and inhibiting factors. Advice given is the State Employment Agency Regional Office II Surabaya should be more active in improving adminiatrasi staffing services in accordance with ISO 9001:2008 standards.

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