Kebijakan dan Manajemen Publik
ISSN 2303 - 3411
Vol. 1 / No. 2 / Published : 2013-07
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Original Article :
Inovasi pelayanan publik (studi deskriptif tentang nilai tambah (value added) inovasi pelayanan perizinan bagi masyarakat di kota kediri)
Author :
- M. Rizki Pratama*1
- Prof. Dr. Jusuf Irianto, Drs, M.Com*2
- Mahasiswa Program Studi Ilmu Administrasi Negara, FISIP, Universitas Airlangga
- Dosen Program Studi Ilmu Administrasi Negara, FISIP, UNAIR
Abstract :
This research aims to describe the value added of licensing service innovation for public. In this case is there any description of the value added of the mobile public service programs from Licensing Services Office (LTO) for micro, small and medium enterprises (MSMEs) in Kediri City. According Groonroos (In James F. Devlin,1998:1091) for highly intangible service offerings in particular, in both a physical and mental sense, organization-wide factors, such as the level of functional service quality, may be emphasised when value added. This research uses descriptive qualitative method that produces findings that value added for micro, small and medium enterprises (MSMEs) is the ease of service and service improvement which must be refined to be more optimal in serving the needs of the community.
Keyword :
Licensing Services, Licensing Services Innovation, Value Added,
References :
Setijaningrum, Erna,(2009) Inovasi Pelayanan Publik Surabaya : PT Revka Petra Media
Soetomo,(2012) Keswadayaan Masyarakat : Manifestasi Kapasitas Masyarakat Untuk Berkembang Secara Mandiri Yogyakarta : Pustaka Pelajar
Nugroho, Riant,(2013) Change Management Untuk Birokrasi : Strategi Revitalisasi Birokrasi Jakarta : PT Elex Media Komputindo
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