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Impak perlaksanaan otonomi daerah kepada sistem penyampaian perkhidmatan awam di Kabupaten Kutai Kartanegara

Rita, Widyasari (2014) Impak perlaksanaan otonomi daerah kepada sistem penyampaian perkhidmatan awam di Kabupaten Kutai Kartanegara. PhD. thesis, Universiti Utara Malaysia.

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Abstract

The quality of public service delivery in Indonesia is often reported to be very low. Bad practices in the public service such as favouritism, corruption and poor service to the community always occur. As a result of these weaknesses there is a negative impact on public sector in Indonesia. Despite the many efforts made to improve the quality of public service delivery, it has still failed. Therefore, the main objective of this study is to examine the quality of public service delivery and public satisfaction in the Kutai Kartanegara Regency. This study is important because the quality of public service delivery is one of the indicators of success in the implementation of regional autonomy. This study used quantitative method. A total of 1300 questionnaires were distributed to respondents in the 13 government departments in the Kutai Kartanegara Regency. This study found that the community satisfaction in the Kutai Kartanegara Regency on public service delivery was moderate. The study also found that the main factors influencing public satisfaction on public service delivery in the Kutai Kartanegara Regency were accessibility, reliability, responsiveness and delivery. This study proposes that a systematic and continuous effort is made to improve the quality of public service delivery in the Kutai Kartanegara Regency. In addition, the factors that have minimal impact on community satisfaction such as empathy, timeliness and assurance should also continue to be improved and enhanced.

Item Type: Thesis (PhD.)
Uncontrolled Keywords: Community Satisfaction, Local Autonomy, Public Service Delivery System, Kutai Kartanegara Regency
Subjects: J Political Science > JQ Political institutions and public administration (Asia)
Divisions: Ghazali Shafie Graduate School of Government
Depositing User: Mr. Badrulsaman Hamid
Date Deposited: 05 Mar 2015 01:01
Last Modified: 24 Apr 2016 08:03
URI: http://etd.uum.edu.my/id/eprint/4397

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