Endas Agjar1


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.


How to Cite
Agjar1, E. (2019). MENINGKATKAN KUALITAS PELAYANAN PUBLIK MELALUI PENGEMBANGAN BUDAYA KERJA. Jurnal Ilmu Administrasi: Media Pengembangan Ilmu Dan Praktek Administrasi, 3(1), 03.



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. 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


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.