Academic journal article International Journal of Marketing Studies

Service Quality and Performance of Public Sector: Study on Immigration Office in Indonesia

Academic journal article International Journal of Marketing Studies

Service Quality and Performance of Public Sector: Study on Immigration Office in Indonesia

Article excerpt


The objectives of the research are to describe the public sector service form delivered to consumers/citizen, to find out the consumers' satisfaction on public sector service, and to discover the public sector quality and performance delivered to consumer/people. The research is to measure the level of consumers' satisfaction in using the public sector services through government policy approach towards the service satisfaction, and people's judgment towards the quality and performance served by public service administrator apparatus. This research results in, first, description of the public sector service form delivered to consumers/people as the public sector service users, second, measuring the consumers or people's satisfaction based on the public sector service satisfaction measurement indicator in reference to government's decrees and laws, and third, determining the public sector service performance and quality applied to the consumers/people. The result of the research is of benefit for the government's consideration as public sector service administrator for consumers/people in the effort to ameliorate the service performance and quality.

Keywords:customer satisfaction, quality service, performance, public sector, immigration office

(ProQuest: ... denotes formulae omitted.)

1. Background

The field of public service indicates a shift towards market orientation principle implementation in providing services (Osborn & Gaebler, 1999), which means that the services applied by the government prioritise the consumers/people. The statement is supported by the catalytic government principle where the government apparatus functions as a catalyst in giving public service, and guarantees its ease.

Zamil (2011) explains that the government, as large organizations, has customers and the customers are the citizens, businesses sector, public and private employees. Government through agencies, departments, and ministries provides information and services for each customer group and as a result, the customers give their assessment to the performance delivered.

In accordance to people's needs service demands keep changing as the globalisation grows. People's demands are strongly dependent on the level of needs and the individual and social value. This, therefore, enforce the apparatus to role more positively in assisting people to fulfil their needs.

Nor et al. (2010) states that public sector organizations, which provide customer service is one of the important factors that gives significant contribution to build good reputation and credibility in the community. Public complaints of long queues, poor service and poor physical facilities are not adequate to affect the image and the quality level of service in the public sector.

According to Teicher et al. (2002), the practice of service quality in public sector organizations is slow and furthermore it is exacerbated by the difficulty in measuring the outcomes, considerablesurveillance of the press and the public, the lack of freedom to improvise freely and the need for decisions to be based on the law.

In reference to policy legislation number 32 year 2004 on regional administration, in accordance to public service, shorter point of delivery to the public is expected. Thus, consequently, there must be an authority delegation to the lower level of administration - regency.

Ilhaamie (2010) suggests that service quality performance on governmental organisation service quality is of the major dimension in public sector as the output of an organisation is public services. Besides, profit is not the goal of public organisations since they are playing such different roles as becoming facilitators, giving fast response, and developing socio-economy (Arawati, Baker,&Kandampully, 2007).

A dynamic improvement on social condition, such as welfare melioration, is an indication of people empowering in society (Thoha, 2004). …

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