Development strategy for public service quality enhancement model in sub-district government in Indonesia

ABSTRACT: The image of government services is still considered unsatisfactory to the public. Variouscomplaints from the implementation of services continue to color the world of public services in Indonesia.Reluctance and negative image in the service process faced by the community is still felt when they have to dealwith government agencies in a service. This shows an indication that the government has yet to succeed inproviding quality and satisfying services to the community. This research is part of an effort to make continuousimprovements in service quality. The objectives of this study are 1) to identify the quality of public servicedelivery in the sub-districts of the Sidoarjo Regency Government, 2) to identify the role of the local governmentin providing quality public services in the sub-districts of the Sidoarjo Regency Government.This research method uses a descriptive qualitative approach; by presenting the results of this study in depthabout the phenomenon of public service in improving the quality of service in the sub-districts in the SidoarjoRegency Government.The results showed that the implementation of public services in the sub-districts in the Sidoarjo RegencyGovernment environment is relatively good enough. The role of the Sidoarjo Regency Government focuses moreon the position as facilitator, dynamist and executor within the existing normative boundaries.

Keyword: Community Satisfaction, Continuous Improvement, Public Service, Quality