Agus Dwiyanto(1*)

(1) Gadjah Mada University
(*) Corresponding Author


Public service delivery in Indonesia has failed to win the hearts of the public. Such a stance is attributed to distortions, which owe their origins to the bureaucratic structure of the organization and administration of public service provision, as well as the haphazard work practices, all of which have undermined the efficiency of public service delivery. The public, as customers of services, has been plagued by accessibility problems, persistent delays, and rampant bureaucratic corruption. The lack of responsibility and authority by those delivering public services imply that strict adherence to rigid rules and regulations takes precedence over serving the interests of the public. Public service bureaucracy in Indonesia is indeed rule rather than customer driven. Besides, customers of public services have a weak bargaining position, which precludes their raising any complaints in case the services received fall short of their expectations and a far cry from fulfilling their satisfaction. In order to revitalize the image of the civil service the government must enhance the effectiveness, efficiency, and fairness in the delivery of public services. Nonetheless, making recommendations on the quality improvement is one thing, implementing them is another, even more complex issues. A number of changes must be effected; right from the top brass down to the first-line service providers, if the much cherished more customer-driven work ethics are to be instilled.


sistem pelayanan publik, rakyat, indonesia

Full Text:



Alfiler, Ma. Concepcion P. 1986. “The Process of bureaucratic corruption in Asia: emerging patterns” in Ledivina V. Carino (eds.), Bureaucratic Corruption in Asia: Causes, Consequences, and Control. Manila: College of Public Administration, University of the Philippines. Eisanstadt S.N. 1973. Traditional Patrimonialism and Modern NeoPatrimonialism. California: Sage Publication. Gruber, Judith E. 1988. Controlling Bureaucracies: Dilemmas in Democratic Governance. London: University of California Press. Lane, Jan-Erik. 1995. The Public Sector: Concepts, Models and Approaches. London: Sage Publications. 2nd Edition. Lenvine, Charless H. et al. 1990. Public Administration: Challenges, Choices, Consequences.Glenview, Illinois: Scott Foreman/Little Brown Higher Education. Lipsky, Michael. 1980. Street-Level Bureaucracy: Dilemmas of the Individual in Public Services. New York: Russel Sage Foundation. Osborne, David & Ted Gaebler. 1996. Mewirausahakan Birokrasi: Mentransformasi Semangat Wirausaha ke dalam Sektor Publik. Jakarta: Pustaka Binaman Pressindo. Zeithaml, Valarie A., A. Parasuraman and Loenard L. Berry. 1990. Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: The Free Press.


Article Metrics

Abstract views : 5913 | views : 6834


  • There are currently no refbacks.

Copyright (c) 2016 Jurnal Populasi

Copyright of Jurnal Populasi ISSN 0853-6202 (PRINT), ISSN: 2476-941X (ONLINE).

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


Populasi Indexed by:


analytics View My Stats