Kebijakan dan Manajemen Publik
ISSN 2303 - 3411
Vol. 3 / No. 3 / Published : 2015-03
Order : 17, and page :157 - 166
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Original Article :
Studi deskriptif tentang dampak inovasi program pelayanan administrasi bagi masyarakat kecamatan lenteng kabupaten sumenep
Author :
- Elok Kusumawandani*1
- Prof. Dr. Jusuf Irianto. Drs., M.Com*2
- Mahasiswa Fakultas Ilmu Sosial dan Ilmu Politik
- Dosen Fakultas Ilmu Sosial dan Ilmu Politik
Abstract :
This research aims to describe the impact of the innovatioan program administration services in the fields of licensing and non-licensing for the people in the district lenteng sumenep regency.In this case is there any impact of the program one stop service (OSS) for the people in districtlenteng sumenep. According Groonroos “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 emphasized when reviews their impact on the public feel directly”. Based on this statement then a service that is difficult to measure , in addition to using the quality of service it is necessary to emphasize the aspect of impacts that occur in the community.This study uses descriptive qualitative method that produces the findings of the impact of businesses that require licenses,and the findings described the impact is the impact of the one stop service program is contained convenience and service improvement must be perfected so that more optimal in serving the needs of the community.
Keyword :
One Stop Service Program, Administrative Service Innovation, Impact Program,
References :
Butlle, Francis Buttle,(2007) Customer Relationship Management: Concept And Tools 7 : Bayumedia
Dwiyanto, Agus (Ed).,(2008) Mewujudkan Good Governance Melalui Pelayanan Publik 6 : Gjah Mada University Press
Hardiansyah,(2011) Kualitas Pelayanan Publik : Konsep, Dimensi, Indikator, Dan Implementasinya, 4 : Gramedia
