DOES DISORIENTATION AND DISQUALITY OF PERIFERAL SERVICES AFFECTING PUBLIC SERVICES ON GOVERNMENT LOCAL WORK UNITS IN BANYUMAS DISTRICT ?

Rio Dhani Laksana, Refius Pradipta Setyanto

Abstract


Peningkatan kualitas layanan publik melekat dalam pelaksanaan tugas dan fungsi Unit Kerja Daerah (SKPD) sebagai perpanjangan dari tugas-tugas pemerintah pusat. Penelitian ini bertujuan untuk menguji hubungan perilaku orientasi kekuasaan, proses peningkatan layanan melalui Disorientasi Periferal dan Disiplin bagi penyedia layanan publik di Satuan Kerja Perangkat Daerah (SKPD) di Banyumas, Indonesia. Penelitian ini menggunakan sampel populasi 181 pegawai layanan publik SKPD. Penelitian ini menggunakan teknik analisis yaitu Regresi Bobot dalam SEM yang digunakan untuk menguji seberapa besar hubungan antar variabel. Berdasarkan penelitian ini dapat disimpulkan bahwa: Perilaku bermotivasi daya memiliki pengaruh positif terhadap disorientasi layanan publik. Perilaku kekuasaan memiliki pengaruh positif pada kesenjangan layanan periferal. Perilaku diskualitas layanan publik mempengaruhi diskualitas layanan Periferal.

Kata kunci: disorientasi, diskualitas perangkat, layanan publik, standar layanan, birokrasi


Full Text:

PDF

References


Boshoff, C. 2007, Understanding Service Recovery Satisfaction from a Service Encounter Perspective: P Pilot Study, Journal of Business Management, 38(2) : 41-51.

Cho, Y. C. 2012. The Effects of Customer Dissatisfaction on Switching Behavior in The Service Sector. Journal of Business & Economics Research, 10(10) : 579-592.

Cho, Y., Im I., Hilz, R., & Fjermestad, J.2002. The Effect of Post-Purchase Evaluation Factors on Online vs. Offline Customer Complaining Behavior: Implications for Customer Loyalty.

Advance in Consumer Reasearch Journal, 29 : 318-327.

Colgate, M., & Norris, M. 2001. Developing a Comprehensive Picture of Failure. International Journal of Service Industry Management, 12(3), 215-233.

Crie, D. (2003). Consumers’ Complaint Behavior, Taxonomy, Typology and Determinants: Towards a Unified Ontology. Database Marketing & Consumer Strategy Management, 11(1) : 60-79.

De Matos, C., Henrique, J. L., & Ross, C. A. V. 2007. Service Recovery Paradox: A MetaAnalysis. Journal of Service Research, 10 : 60-77.

Ellyawati, J., Dharmmesta, B. S., Purwanto, B. M., & Herk, H. V. 2013. Perceived Justice in Service Recovery: Study of Experimental Design on Indonesian Customers. International Journal of Business and Management Studies, 2(2) : 511-522.

Fernandes, D. V. H., & Santos, C. P. 2007. Consumer Complaining Behavior in Developing Countries: The Case of Brazil. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 20 : 86-109.

Heung, V. C. S., & Lam, T. 2003. Customer Complaint Behavior Towards Hotel Restaurant Services. International Journal of Contemporary Hospitality Management, 15(5).

Holloway, B. B., & Beatty, S. E. 2003. Service Failure in Online Retailing: A Recovery Opportunity. Journal of Service Research, 6 : 92-105.

Jang, Y. J., Cho, S. B., & Kim, W. G. 2013, Effect of Restaurant Patrons Regret and Disappointment on Dissatisfaction and Behavioral Intention. Journal of Travel & Tourism Marketing, 30(5) : 431-444.

Kau, A. K., & Loh, E. W. Y. 2006. The Effect of Service Recovery on Consumer Satisfaction: A Comparison between Complainants and Non-Complainants. Journal of Service Marketing, 20(2) : 101-111.

Keaveney, S. M. 1995. Customer Switching Behavior In Service Industry: An Exploratory Study. Journal of Marketing, 59(2) : 71-82.

Keng, K. A., Richemond, D., & Han, S. 1995. Determinants of Consumer Complaint: A Study of Singapore Consumers’. Journal of International Consumer Marketing, 8(2) : 59-67.

Kelley, S. W., & Davis, M. A. 1994. Antecedent to Customer Expectations for Service Recovery. Journal of The Academy of Marketing Science, 22(1) : 52-61.

Kotler, P., & Keller, K. L. 2012. Marketing Management (14e edition). Edinburgh Gate, Harlow, Essex, Pearson Education Limited. England.

Lee, R. & Neale, L. 2012. Interactions and consequences of inertia and switching costs. Journal of Services Marketing, 26(5) : 365–374

McCole, P. 2004. Dealing with Complaints in Services. International Journal of Contemporary Hospitality Management, 16(6) : 345-354.

Michel, S. 2004. Consequences of Perceived Acceptability of a Bank’s Service Failure. Journal of Financial Services Marketing, 8(4) : 367-377.

Yi, lee. J. 2015. An empirical study on the costumer respons to service recovery in the context of service failure. Seoul journal of business, 11 : 1-17


Refbacks

  • There are currently no refbacks.