Evaluation of Operating Public Service Performance in Fulfillment Community Expectation in Jakarta

Abstract

Complaints communities in developing countries, especially Indonesia to the public service is still very high. Perceived imbalances such as in: obscurity time; costs and service delivery; discrimination in services based on the friends relationship, family, political affiliation, ethnic, and even religious; long chain of bureaucracy and increasingly bribery cultured and extortion. This condition is a signal for the government to seek strategic solutions to improve public services. This study aimed to evaluate the operating performance of public services closest to the public, namely the Village, using: quality function deployment at the first and second room to find the community expected and gap analysis, importance performance analysis matrix to determine the attributes of service operations are a top priority for improved, low priority, redundant, and to be preserved. This study successfully mapped 36 public expectations to public services. From all these expectations, it was not one that meets the community expectations, although it did not show high gap. There are 2 indicators in top priority, 3 indicators should be reduced, and 6 indicators should be preserved. On the other hand, mapping the public response to the internet-based administration, showed the public unpreparedness. The majority of respondents stated more comfortable and feel definitely served if the process is directly carried out at the village office and met with officials. The length of the queues and the possibility of intervention or extortion, despite the fact that is a problem for society, but the certainty of completion of service are more important.

DOI: 10.5901/mjss.2015.v6n5s5p258