Reforming of Public Services Management Case Study: Licensing Service in Yogyakarta, Indonesia

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This study aims to analyze the management of licensing service reform in Yogyakarta, Indonesia and the factor that inhibitant the reforming process. Mixed method approach in sought to determine the management of public service reform in the licensing service. Data collection was conducted through a study of literature, review previous research, in-depth interviews and focus group discussion which refers to the thirteen indicators in the chain of service licensing procedures, the power of innovation, decentralization of services, an understanding of the policies, work service flexibility, communication, customer research, the pressure from above, the issue of cooperation, commitment, culture, and understanding of bureaucratic reform. This study enrich previous research about license service which using SERVQUAL and Important Performance Analysis conducted by Rahayu, Fitriati, and Kurniawan (2012). Previous research finds a low assessment of the licensing services. Licensing service provider is less responsive to public expectations. Further, this study finds that there is a demand for growing public expectations dynamically along with the high quality of services provided. Recommendations for subsequent research are the importance of public service reform management an ongoing basis, in accordance with local knowledge and the development of society is always dynamic.
Original languageEnglish
Publication statusPublished - 2015


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