INDEKS KEPUASAN PENGGUNA LAYANAN: Menggeser Kepentingan Pelanggan ke Kepentingan Warga Negara

https://doi.org/10.22146/jp.12046

Bevaola Kusumasari(1*)

(1) Gadjah Mada University
(*) Corresponding Author

Abstract


The new public service recognizes that those who interact with government are not simply called customers but rather citizens. In government, citizens are not only customers, they are owners of the government, therefore citizens decide what is so important that the government will do. Today, citizens expect public services to meet standards not only such as timeliness and reliability in getting the service but also they should do the services be delivered fairly and with attention to fiscal responsibility as well. More important, citizens contemplate to have the opportunity to influence the services they receive as well as the quality of those services.


Keywords


populasi, kebijakan, pelayanan publik, kepuasan pengguna layanan,

Full Text:

PDF


References

Bryson, John and Barbara Crosby. 1992. Leadership for the Common Good. San Fransisco: Jossey-Bass.

Carlson, Margaret S and Roger Schwarz. 199S. "What do citizens really want?", Popular Government (Spring), 2(S): 26-33.

Denhardt, Janet V and Robert B. Denhardt. 2003. The New Public Service: Serving, not Steering. England M.E Sharpe.

Dwiyanto, Agus, Zulaela, Bambang Wicaksono, Bevaola Kusumasari, Partini, Syahbudin Latief. 2004. Laporan Penelitian Indeks Kepuasan Pengguna Layanan. Yogyakarta: Pusat Studi Kependudukan dan Kebijakan, Universitas Gadjah Mada.

Ingraham, Patricia W and Carolyn Ban. 1988. "Politics and merit: can they meet in a public service model?", Review of Public Personnel Administration, 8(2):1-19.

Ingraham, Patricia W and David H. Rosenbloom. 1989. "The new public personel and the new public service", Public Administration Review, 49(2):116-12S.

Kusumasari, Bevaola. 200S. "Kontrak pelayanan dalam reformasi pelayanan publik di Indonesia" dalam Erwan Agus Purwanto dan Wahyudi Kumorotomo,(eds.), Birokrasi Publik dalam Sistem Politik Semi-Parlementer. Yogyakarta: Gava Media, hlm. 87-98.

Luke, Jeffrey. 1998. Catalytic Leadership. San Fransisco: Jossey-Bass.

Schmidt, Faye and Teresa Strickland. 1998. Client Satisfaction Surveying. Ottawa: Canadian Centre for Management Development, Citizen-Centered Service Network.

Stone, Deborah. 1988. Policy Paradox and Political Reason. New York: HarperCollins.



DOI: https://doi.org/10.22146/jp.12046

Article Metrics

Abstract views : 889 | views : 3059

Refbacks

  • 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:

ROAD

web
analytics View My Stats