Strategi Peningkatan Kualitas Pelayanan Melalui Optimalisasi Penerapan ISO Arsip 15489 Pada Lembaga X
DOI:
https://doi.org/10.33751/jmp.v14i02.135Keywords:
ISO 15489, Digital Transformation, Records Management Quality, Service Quality, Strategic ManagementAbstract
Strategy to Improve Service Quality through Optimizing the Implementation of ISO Archive 15489 in Institution X
This study aims to analyze the effect of ISO 15489 records management implementation and digital transformation on the quality of records management and its implications for service quality at the Institute x. The research employs a mixed methods approach with an explanatory sequential design, where the quantitative phase is conducted first through questionnaires distributed to all 35 respondents, followed by qualitative analysis using Focus Group Discussions (FGD) to deepen the findings. Quantitative data analysis is carried out using the Partial Least Square (PLS-SEM) method to examine the relationships between variables. The results indicate that the implementation of ISO 15489 and digital transformation have a positive and significant effect on records management quality. Furthermore, records management quality significantly influences service quality. Indirectly, ISO 15489 implementation and digital transformation also affect service quality through records management quality as a mediating variable. Strategic analysis using SWOT, IFE, EFE, IE, and QSPM reveals that the priority strategies focused on optimizing ISO 15489 implementation and strengthening digital transformation in records management. These strategies are considered the most effective in improving efficiency, information accuracy, and service quality in a sustainable manner.In conclusion, this study confirms that the integration of international records management standards and digital transformation is a key factor in enhancing records management quality and service quality, as well as strengthening organizational information credibility at both national and global levels.
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