MENINGKATKAN KUALITAS PELAYANAN PUBLIK MELALUI PENGEMBANGAN BUDAYA KERJA

Endas Agjar1

Abstract


The condition of public service delivery in Indonesia is so disappointing that it should be recovered immediately. Various malpractices can be found in any service institutions that expresses incapability of organization and employees in holding the delivery. Considering public service is the maintask of civil service, such awkwardness should be eliminated. The most strategic step to carry it out is by changing the service culture. Generally it is quite complicated to decide which service culture is the most appropriate to be applied as it will depend on the space, time, social condition, and organizational context. Therefore, the best approach to be used is contingency method, which is adaopting various service cultures with the situation. Any cultures`taken, the one should be put in mind is that the goal of public service delivery is to fulfil the needs of society.


Full Text:

PDF

References


Ahmad, Z. A. (1998) dalam Alauddin Sidal (2006). Manusia dan Budaya Kerja. Kedah,

Malysia: Institut Tadbiran Awam Negara (Intan)

Boje & Dennehy Managing in Postmodern World - Chapter on Follett, Fayol, Weber, and

Taylor. http://cbae.nmsu.edu/~dboje/mpw.html 08 Maret 2006

DeVrye, Catherine. (1994). Good Service is Good Business. Australia: Prentice Hall.

Keputusan Menteri Pendayagunaan Aparatur Negara No. 63/KEP/M.PAN/7/ 2003

tentang Pedoman Umum Penyelenggaraan Pelayanan Publik.

Lembaga Administrasi Negara. (2003). Penyusunan Standar Pelayanan Publik. Jakarta: LAN.

Osborne, David dan Peter Plastrik (2000). Memangkas Birokrasi: Lima Strategi Menuju

Pemerintahan Wirausaha (terj). Jakarta: PPM.

Pusat Studi Kependudukan UGM (2003). Kinerja Pelayanan Publik. Yogyakarta: UGM

Press.

Selznik, Philip dalam Taliziduhu Ndraha. (1997). Budaya Organisasi. Jakarta: Rineka Cipta.

Sidal, Alauddin. (2006). Manusia dan Budaya Kerja. Kedah, Malysia: Intan.

Simon, Herbert. (1957). Models of Man. New York: Wiley.

Sivalingam dan Siew Peng Yong dalam Alauddin Sidal (2006). Manusia dan Budaya Kerja.

Kedah, Malaysia: Institut Tadbiran Awam Negara (Intan)

Terry, George, R. (1977). Principles of Management. Homewood, Ill.: Richard D. Irwin, Inc.

Weber, Max (1947). The Theory of Social and Economic Organization, translated by A. M.

Henderson & Talcott Parsons, New York: The Free Press.

Zeithami, VA, A. Parasuraman dan L.L. Berry. (1990) Delivering Quality Service : Balancing

Customer Perceptions and Expectations. New York: The Free Press.




DOI: https://doi.org/10.31113/jia.v3i1.436

Refbacks

  • There are currently no refbacks.




Copyright (c) 2019 Jurnal Ilmu Administrasi: Media Pengembangan Ilmu dan Praktek Administrasi

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

Jurnal Ilmu Administrasi Indexed by:

     

 

@2017-2019

Jalan Cimandiri No. 34-38 Bandung

Laman: stialanbandung.ac.id

Powered by OJS (Open Jounal Systems)