Masyarakat, Kebudayaan dan Politik
ISSN Lama 0216-2407, Baru 2086-7050
Vol. 15 / No. 1 / Published : 2002-01
Order : 5, and page :55 - 64
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Original Article :
Persepsi dan ekspektasi masyarakat terhadap pelayanan publik
Author :
- Liestianingsih Dwi Dayanti*1
- Dosen Fakultas Ilmu Sosial dan Ilmu Politik
Abstract :
This study is aimed at describing the quality of public services in governmental institutions. Three areas in East Java: Surabaya, Malang and Jember have been selected purposively. The research is conducted baseb on (1) complaints from the citizen towards the quality of public services in dicate that public services are still far from citizen’s expectation, (2) citizen’s awareness of and understanding on the right to get public services is low, (3) most of the citizen are reluctant to appeal if they experience worst services. It reveals that governmental institutions are not giving services satisfactory even the worst in handling particular matters such as citizenship and transportation certificates. Meanwhile, it is the fact that citizen’s awareness of and understanding on the right to get public services is still low. It is expected that public services should be (1) more effective and efficient, (2) no discrimination, (3) more responsive and sympathetic in giving the services.
Keyword :
public services, the right to get public services, citizen's expectation, ., .,
References :
Charumbira, Donald,(2000) Practical Public Relations Kualalumpur : Minori Corporation
Kasali, Rhenald,(1994) Management Public Relations Jakarta : Grafiti Press
Archive Article
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 Volume : 15 / No. : 1 / Pub. : 2002-01 |
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