PERSEPSI MASYARAKAT TERHADAP BIROKRASI DALAM PENINGKATAN PELAYANAN PUBLIK DI PDAM KABUPATEN GROBOGAN TAHUN 2005-2007 (Studi Analisis Kualitas Pelayanan Birokrasi yang Ditinjau dari Azas Pelayanan Publik yang Berkualitas)

Abstract

In general, bureaucracy has many duties to the public such as service, empowerment and also development. It can’t be denied than in modern life, the demand of good service is higher. In fact, public service quality in Indonesia far from the ideal. Because, there are many problems in Indonesia bureaucracy as like there isn’t intensif system to do more, bad discretion grade in public service, high paternalism culture, etc. This problems almost happened in all public institution in Indonesia, so this is encourage this research to be done. The main issues of this research are; how is the public perceptions toward service quality in PDAM Kabupaten Grobogan year 2005-2007 and how service quality of bureaucracy in PDAM Kabupaten Grobogan according to the principle of qualified public service. The principle of qualified public service consist of 5 principle; pattern 1; reliability, pattern 2;responsiveness and sensitifity, pattern 3;assurance, pattern 4;emphaty, pattern 5;tangibles. Key words : Perceptions, Bureaucracy, Quality, Service