Nurfauziah, Risca Sarifa (2021) Upaya Peningkatan Kualitas Pelayanan Industri Kecil dan Menengah (IKM) (Studi Implementasi Kebijakan Berdasarkan Peraturan Gubernur Jawa Timur Nomor 60 Tahun 2018 Tentang Uraian Tugas dan Fungsi di Unit Pelaksana Teknis Pengembangan Mutu Produk Industri dan Teknologi Kreatif Malang). Undergraduate thesis, Fakultas Ilmu Sosial dan Ilmu Politik Universitas Merdeka Malang.

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Abstract

Small and medium industries in Indonesia in 2020 will reach 44million and are able to absorb up to 11.68 million people. Of these, 99 percenthave difficulty developing a business. The purpose of this research is to find out how to improve the servicequality of Small and Medium Industries and to determine the supporting andinhibiting factors in an effort to improve the service quality of Small and MediumIndustries at the UPT for Quality Development of Industrial Products andCreative Technology (UPT PMPI and TK ) Malang.This type of research is qualitative in nature based on the philosophyof postpositivism, used to examine the conditions of natural objects. This researchis located at UPT Industrial Product Quality Development and CreativeTechnology (UPT PMPI and TK) Malang which coincides at Jl. Raya TlogomasNumber 57, Lowokwaru District, Malang City, East Java, with seven researchinformants.The results of this study are direct evidence or tangibles in providingservices to ensure the level of public understanding, various socialization iscarried out so that Small and Medium Industry will explore more about the serviceto be carried out, the service process is not just serving but the reliability of eachemployee in serving is very important. employees can read the situation if thereare obstacles and how reliable employees are in providing service quickly. Thereneeds to be a sense of empathy so that the service process can run normally so thatemployees feel comfortable and those who serve feel comfortable, the serviceprocess in addition to creating services that are in accordance with procedures andsatisfaction for Small and Medium Industry, there is a guarantee received bySmall and Medium Industry is also a very important part where With this guarantee, as a form of service, it can be achieved according to the target, whichmeans an important thing so that if there is a problem, the employee responseservice is very fast in handling, so that in serving Small and Medium Industry with various characteristics, of course, have different ways. The existence of driving and inhibiting factors becomes a force in service so that they are related to one another.

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