Journal of Applied Sciences Research 2(1): 58-66, 2006

© 2006, INSInet Publication

Telematic Policy Analysis in Developing Countries:

A Case Study in Garut District-indonesia
1
Muhammad Ali Ramdhani, 2Kadarsah Suryadi and 3Patria Susantosa

1
Industrial Engineering Department, Sekolah Tinggi Teknologi Garut Jl. Mayor Syamsu No.2,
Garut, Indonesia.
2
Industrial Engineering Department, Institut Teknologi Bandung, Jl. Ganesha No. 10 Bandung, Indonesia.
3
Badan Pengelola Perpustakaan, Kearsipan, Informasi dan Telematika,
(Library, Archive, Informatics and Telematics Management Agency), Local Government of Garut District, Jl.
Patriot No. 12 Garut, Indonesia.

Abstract: This research aimed at gaining description on the telematic policy implementation, description of the
organizational performance of the Local Government of Garut District, the quality achievement in informatic
service quality in Garut District and at testing as well as analyzing the impact of the telematic policy
implementation on the Local Government organizational performance in achieving information service quality
in Garut District. The data analysis technique used in testing the hypothesis is the path analysis, which was
performed to 35 respondents. The result of the study shows that, simultaneously and partially, a positive and
significant impact of the telematic policy implementation on the Local Government organizational performance
in achieving information service quality was observed.

Key words: policy, telematics, performance, service, e-government

INTRODUCTION followed by the President Instruction no. 3/2003 on the

National Policy and Strategy in E-Government
The uneven distribution of telematic implementation development. The term e-government refers to the
in the world often caused information gap. Realizing the definition given by the World Bank 2001[13], i.e. running
importance of evenly distributed telematic application in the government in an electronic-based manner to improve
every sectors in the whole world, the 1st World Summit service and government performance towards the citizens
on the information Society held in Geneva on 10-12 (Government to Citizen/ G2C), towards the business
December 2003 has created two most important community (Government to Business/ G2B) as well as
documents, i.e. Declaration of Principle and Plan of among the governments (Government to Government/
Action, which require every country in the world to G2G).
develop a National e-strategy in order to develop, build The information users, which include the Local
and apply the telematics strategically. One of the points Government staff as the internal customers and the
in the declaration of principle is to apply paperless trading community as the external customers, have the right to get
among countries in 2010 and to connect all villages to the a quality information service from a local government
internet in 2015. organization. For the internal users, the information
From the policy aspect, the Indonesian Government service is a form of energy exchange in the form of very
response in taking advantage from the telematics is useful information in building the synergism in managerial
getting obvious when it declared the President Instruction function implementation in an organization. While the
no. 6/2001 on the development and application of information service for external users are one of the real
telematics in Indonesia. This policy shows the eagerness form to increase the transparency and accountability of
of the Indonesian Government to use the telematics the government as well as enhancing the active
technology and to invite all components in applying the participation from the community in assessing the
technology in every aspects of life. This movement was announced public policies. Dunn[4] also stated that the

Corresponding Author: Muhammad Ali Ramdhani, Industrial Engineering Department – Sekolah Tinggi Technology,
Garut, Jl. Mayor Syamsu No.2, Garut, Indonesia.
E-Mail: [email protected]

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core of a policy analysis is the communication and Brian W. Hogwood and Lewis A. Gunn, the Van Meter
processes to produce relevant information related to the and Van Horn model, which is called “A model of the
policy. Therefore, a quality information service will policy implementation”, and finally the model developed
provide positive contribution to the policy analysis by Daniel Mazmanian and Paul A. Sabatier, which is called
process. “A framework for implementation analysis”. This research
use the implementation analysis framework model where
Literature Review: Even though public policies are the policy implementation variable is divided into three
designed to solve problems, not all published policies major categories[28]:
produce expected results. According to Wahab[28] a policy
has a failure risk because of the following factors: the 1. The easiness of controlling the problem which will be
policy is a bad one (bad policy), the policy is not well solved.
implemented (bad execution), or it has a bad luck such as 2. The ability of the policy decision in structuring the
when it coincides with transfer of power, natural disasters, accurate implementation process.
et cetera. 3. The direct influence of multiple political variables
From the problem phenomena observed in earlier towards the support balance for the goals included in
studies, the focus of the review is emphasized on the bad the policy decision.
execution factor. This phenomenon is what Andrew
Dunsire[28] termed as implementation gap, a term that is It is already mentioned that every policy has its goals
aimed at explaining a situation where in the policy process and guideline for the organization to achieve the goals.
there is always a possibility that there will be differences The organization, according to Robbins[21] is a social
between what is expected (as the goal in the policy entity which is consciously coordinated with relatively
formulation) and the actual result (as a result from the identified limits that works based on a relatively continual
policy implementation). basis in order to achieve one or several mutual goals. The
The policy implementation is a very important concept of success in organization in achieving its goals
process, it might be even more important than the policy is related to the organization performance concept.
formulation process. The policy implementation is a real The term performance in Oxford Dictionary is
step to bring about the policy’s normative goals, which described as the execution or fulfillment of a duty or
have been formulated through the policy formulation step. achievement under test conditions, etc. Bernardin and
As described by Iskandar[8] the government may have Russel[1] defined performance as “…the record of
several policies, each with its own praiseworthy goal, outcomes produced on a specified time period…”. This
unfortunately in interpreting the policies into programs in definition also underlines the performance as the essential
the implementation step, there comes the stumbling block. element of degree of accomplishment.
Therefore, the public policy concept in this research is From various definitions, Iskandar[8] concluded that
specifically referred to the policy implementation review. the organizational performance is the result of
According to Cleaves[28], the policy implementation is achievement or a work achievement, either qualitatively or
considered as an administrative and politic action quantitatively, which is performed by an organization
process. In the same line, Grindle[8] stated that the policy based on mutual understanding and consideration by
implementation is not actually related to the interpretation referring to a work standard. The goals and work
mechanism of the political decisions into routine standards of a public organization are formulated in the
procedures through bureaucracy; it is more than that, it form of public policies so that it can be said that the
concerns the conflict and interest issues. implementation of the public policies performed by a
Furthermore, Mazmanian dan Sabister[28] stated that public organization can affect the performance of the
the implementation is the execution of the basic policy public organization itself.
decision, usually in the form of rules, although it can be in The main characteristics of the high performance
the forms of orders or legislative decision. Normally, the organization according to Siagian[8] include:
decision identifies the problem needed to be solved,
states clearly the goals/targets needed to be achieved and 1. The high performance organization has a clear
various ways of structuring/organizing the direction to be followed. The direction is reflected on
implementation process. the vision it has on where the organization is going
According to Wahab[28], there are several popular in the future.
models related to the public policy implementation 2. The successful management will make the high
including “the top down approach” model developed by performance organizations always attempt to provide

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highly knowledgeable and skillful personnel in the process and environment that fulfill or exceed the
organization as well as maintaining the expectation of the party which demands them. Meanwhile,
entrepreneurship spirit. the service quality is defined, by Crosby, Lehimen, and
3. In the high performance organization, the managers Wyckoff[8] as a conformance to specification referred to
create a strong commitment towards a strategic action the excellence degree to be achieved. Therefore, the
plan, which is the action plan that is expected to service quality cannot be separated with the service
bring appreciable profits and which establish the standard as the predetermined measure as standardization
organization in a reliable competitive position. on the expected service.
4. The performance organization orientation is “result” The service quality orientation is based on customer
and it has a high awareness on the importance of the satisfaction, which is defined as the suitability between
improved effectiveness and productivity. what the customer expect with what he/she perceives from
5. There is a strong commitment on the predetermined the service. As stated by Lee[18] this concept is suggested
strategy and an attempt to make the strategy by Parasuraman, Zeithaml and Berry, who are famous for
resulting in expected results. their research in 1985 which gives a model on service
quality that they called “A conceptual of service quality
From the above description it is clear that a high model (SERVQUAL).” The dimensions of SERVQUAL,
performance organization has good progress or success which Parasuraman et al. called the service quality
level as well as improving its achievement in doing the determinants, are described by Lee[18] as “the Tangibles
organization duties and function. Therefore, the high include the physical facilities, equipment and appearance
public organization success will influence the level of the of the personnel. Reliability is the ability to perform the
duty and function performance of the public organization. promised, service dependably and accurately.
Kristiadi[8] stated that the most dominant duty of the Responsiveness represents the willingness to help
government is to provide public utilities and public customers, and provide prompt service. Assurance refers
services. In this research, the concept of the duty and to the knowledge and courteousness of the employees
function performance level concept of a public and their ability to inspire trust and confidence. Empathy
organization is related to the quality of service. indicates the caring and individualized attention provided
Service is “the endeavor to serve other people’s to the customers.”
need”. Service is basically an activity offered by an Service quality in this research is operationalized in
organization or individual to the consumer, which is the form of information service quality. The characteristics
abstract and cannot be owned. This is similar to what of quality information in public organization
Normann[17] stated on the characteristic of service that environment[13] include:
cannot be touched and which has contrast nature with
goods. 1. Accurate, all information gained should describe the
A broader definition is suggested by Daviddow and real condition accurately
Utal[17] that service is whatever enhances customer’s 2. On time, all information should be able to present the
satisfaction. Furthermore, Daviddow[8] stated that service condition at the time it is needed so that the
is those things which when added to a product; increase information produced is not outdated or expired.
its utility or value to a customer.
3. Complete, all information presented should be able to
The term government service, according to Savas[8]
refers to the delivery of service by a government agency uncover all aspects comprehensively, i.e. not
using its own employees. The nation, in the government partially.
system, becomes the foundation of the service demanded 4. Simple, the completeness of the information does not
by the citizen in gaining warranty on their rights. This mean the information should be complicated; instead
makes improved service quality more important because it should be simple meaning easily understood.
the public management, since 1980, has been changed by
international phenomena such as global competitiveness MATERIALS AND METHODS
in service sector as stated by Silalahi[8]. This competition
creates a consumer-based government paradigm with a
The design of this research is the descriptive analytic
principle that includes smaller, better, faster and cheaper
design in the form of survey technique. The method is
service such as stated by Osborne and Gaebler[19] in the
reinventing government concept. defined as a research aimed at describing the nature of
Quality, according to Goetsch and Davis[17] is the certain individual, condition, phenomenon, or group
dynamic condition related to the product, service, human, accurately as well as determining the frequency of a

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phenomenon or the frequency of certain relationship 1. Telematic Policy Implementation Variable (X) is
between a phenomenon with another phenomenon in the defined formally as a process of an administrative
community[7]. With this method, it is expected that the and political technique process to implement the
researchers will be able to analyze the real condition on policy stated in the President Instruction No. 6 Year
the field in a systematic and accurate manner concerning 2001 on the Development and Application of
facts on the telematic policy implementation (X) on the Telematics in Indonesia and the President Instruction
Local Government performance (Y) in achieving No.3 Year 2003 on the National Policy and Strategy
information service quality (Z) in Garut District. on E-government. Operationally, the definition of this
The paradigm of the three variables in the research is Telematic Policy Implementation will be measured
schematically described in the following symbolic model: using “A framework for Implementation Analysis
Model”.
ε1 ε2 2. Local Government Organizational Performance (Y) is
PYε 1 PZ ε 2 defined formally as the achievement result or work
achievement, either qualitatively or quantitatively,
implemented by the government organization of
PYX PZY Garut District based on mutual understanding and
X Y Z
consideration founded on a work standard.
PZX Operationally, the Local Government Organizational
Performance will be measured using the “Performance
Fig. 1: Research Paradigm Organization Characteristics”.
3. Information Service Quality (Z) is defined formally as
Legend: the dynamic condition related to the gap between
X = Telematic policy implementation variable expected service and the perceived service as the
Y = Local government performance variable result from the information service given by the
Z = Information service quality variable organization to the information user in fulfilling the
! = Causality relationship predetermined service quality standard.
PYX = Structural parameter showing the amount of Operationally, the Service Quality will be measured
influence that X variable has on Y variable by using “ A Conceptual of Service Quality Model
PZY = Structural parameter showing the amount of (SERVQUAL).
influence that Y variable has on Z variable
PZX = Structural parameter showing the amount of The respondents in this research include the heads
influence that X variable has on Z variable of the institution, agency, and department organization in
g1, g2 = other variables that are not tested the Government of Garut District environment. The sample
Py g1 = the influence of other variables towards Y size is 35. The data analysis technique used to test the
PZ g2 = the influence of other variables towards Z hypothesis and answer the problem formulation stated is
the path analysis approach.
From the above paradigm, a main hypothesis that will
be reviewed is: ”The telematic policy implementation RESULTS AND DISCUSSIONS
influences the Local Government organizational
performance in achieving quality information service”. Main Hypotheses: The hypothesis stated is ”The
telematic policy implementation influences the Local
From the main hypothesis, several sub-hypotheses Government organizational performance in achieving
are derived: quality information service”. To test the proposed
hypothesis, a testing using path analysis is performed.
1. The telematic policy implementation influences the Based on the test results, the determined path coefficient
Local Government organizational performance. is 0,8951.
2. The Local Government performance influences the In order to discover the influence of X variable
quality of information service. towards Y and Z, a test is performed by looking at the
3. The telematic policy implementation influences the comparison between tcalc. and ttable. Based on the testing,
quality of information service. the tcalc is bigger than ttable (T0.975; 33), i.e. (tcalc. = 10.9959) >
(ttable = 1.6924). From that result it is decided that H0 is
The definition of the variables used in this research rejected and H1 is accepted meaning that the Telematic
is as followed: Policy Implementation variable (X) has a significant and

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positive influence towards the Local Government the implementation gap. Therefore, it can be stated that
Organizational Performance variable (Y) and the the success level of the policy implementation will affect
Information Service Quality (Z). the policy goal achievement level. It is also well-known
The significance of the test result value above is that the degree of accomplishment is the short definition
supported by the value of the determination coefficient of performance in this research context.
(R2YXZ) = 0.8012. This number shows that the Telematic Dunn[4] stated that every public policy must have
Policy Implementation (X) influences 80.12% of the Local goals with collective nature which are considered as the
Government Organizational Performance (Y) and reflection of the public preference. Kristiadi[6] stated that
Information Service Quality (Z) while the rest (PYzå)2 is the aim of the public organization and policy is to deliver
19,88% affected by other variables other than the public service. The public service delivered should be
Telematic Policy Implementation that are not included in equal to what the public, as the customer, expected. The
the model. equivalency between the expected service and perceived
The amount of this influence shows that the Local service in SERVQUAL model is known as the service
Government Organizational Performance and the quality.
Information Service Quality in Garut District cannot be From the above discussion, it can be concluded that
separated from the influence of the information availability the public policy implementation performed to reach the
and adequate communication as a result from the policy goals will affect the public organization
application of the telematic technology as the real form of performance in performing its main goal to serve the
the telematic policy implementation. public as expected. Therefore, the empirical condition of
In this context, the improvement of the information the telematic policy implementation that affects the
value and the strengthening of communication function organization performance in achieving the information
will be able to force the public organization to improve the service quality will imply the strengthening of the
result achievement (performance) in achieving the theoretical foundation used in accordance to the situation
predetermined public service goals. This condition is and condition of the research object.
relevant with what Paul Timmers[27] stated that the
telematic based government can improve its service and Sub Hipotesis (Influence of X towards Y): The hypothesis
performance related to all domains in public management formulation proposed is “The telematic policy
including citizen, business as well as the government implementation influences the Local Government
itself. organizational performance”. To test the hypothesis
The results of this research also imply a stronger proposed, a test using path analysis is performed. Based
conceptual relationship of the theories used as the on the results of the test it is determined that the path
foundation of the research variables. As we already know, coefficient is 0.8664.
theories have assumption, which applicability is depend To probe the influence of X variable towards Y
on the existing situation and condition where the theory variables, a test is performed by looking at the comparison
is applied. The amount of inter-variables relationship in between tcalc. And ttable. Based on the testing, the tcalc is
this research has explained that the relationship between bigger than ttable (T0.975; 33), i.e. (tcalc. = 9.9666) > (t table =
the policy implementation concept and the organization 1.6924). From that result it is decided that H0 is rejected
performance as well as the service quality has been and H1 is accepted meaning that the Telematic Policy
proved in relationship with the telematic policy Implementation variable (X) has a significant and positive
implementation, Local Government organizational influence towards the Local Government Organizational
performance and information service quality in Garut Performance variable (Y).
District. The significance of the test result value above is
A public policy always has its predetermined goals supported by the value of the determination coefficient
as defined by Edwards and Sharkansky[10] as “…what the (R2YX) = 0.7506. This number shows that the Telematic
government say to do or not to do. It is the goals or Policy Implementation (X) influences 75.06% of the Local
purpose of government programs”. Furthermore, Van Government Organizational Performance (Y) while the rest
Meter and Van Horn[28] stated that the public policy (PYå1)2 is 24.94% affected by other variables other than the
implementation is the government actions aimed at Telematic Policy Implementation that are not included in
achieving predetermined goals stated in the policy the model.
decision. The policy implementation makes successful The amount of the influence empirically shows that
implementation possible, or makes the policy goal the performance of the Local Government organization in
achievement fail, which is stated by Andrew Dunsire as Garut District cannot be separated from the information

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availability and adequate communication as the result “ organization…the most important element in it is the
from the telematic policy implementation. information system and decision making system”.
It is discovered through field observation and Furthermore, Carl Duerr also stated that communication is
interview that the application of telematics performed by the heart of every organized activity that without it there
the organization has resulted in relevant information for will be no organization.
the organization to determine the clear direction for the The result of this research also implies the
future. The telematic application also helps the strengthening the relationships among concepts of the
organization to improve its capacity, professionalism, and theories used as the foundation of the research which
human resource as the important assets to improve human stated that the successful public policy implementation
performance as well as lessen the impact of human can make a public organization able to reach the public
resource limitation in doing jobs that can improve the policy goals. In this context, the empowerment of the
effectiveness and productivity of the organization. information and communication will be able to force the
Moreover, the telematic application also helps the public organization to improve its performance
organization to improve its communication and improve achievement.
the method in gaining relevant information in making
adequate strategic action plan formulation. The good Sub Hipotesis Test (Influence of X towards Z): The
communication access for all parties makes the hypothesis formulation proposed is “The telematic policy
organization able to create problem formulation containing implementation influences the Information Service
collective preference as the important materials in making Quality”. To test the hypothesis proposed, a test using
strategic action plan recommendation. Hence, the path analysis is performed. Based on the results of the
telematic technology application has also helped the test it is determined that the path coefficient is 0.4550.
organization in making projection or trend estimation as To probe the influence of X variable towards Z
the step that will produce information on the future social variables, a test is performed by looking at the comparison
condition, which is useful in strategic action formulation. between tcalc. and ttable. Based on the testing, the tcalc is
Telematic technology can also produce relevant bigger than ttable (T0.975; 33), i.e. (tcalc. = 2.8826) > (ttable =
information in making strategic action recommendation as 1.6924). From that result it is decided that H0 is rejected
well as helping the organization to communicate the and H1 is accepted meaning that the Telematic Policy
strategic action plan as wide as possible to all related Implementation variable (X) has a significant and positive
parties. influence towards the Information Service Quality variable
Finally, the telematic application has helped the (Z).
organization in producing information on the policy The significance of the test result value above is
results accurately and efficiently to support the supported by the value of the determination coefficient
organization success in controlling its activities according (R2ZX) = 0.2070. This number shows that the Telematic
to the predetermined strategic plan action. Policy Implementation (X) influences 20.70% of the
This empiric findings have shown that the telematic Information Service Quality (Z) while the rest (Pzå2)2 is
policy implementation affects all performance dimensions 79.30% affected by other variables other than the
in this research, i.e. future orientation, human resource, Telematic Policy Implementation that are not included in
strategic action plan formulation, result orientation and the model.
strategy control such as described by Siagian[8]. The results of the test show that there are many
Theoretically, the information value improvement and factors that affect the Information Service Quality, one of
the strengthening communication function that is able to them is the Telematic Policy Implementation although it is
support the public organization in improving its not a predominant factor compared with other factors.
organizational achievement is relevant with the theory According to the observation and interview results
proposed by Morgan Garets that organization consists of it is observed that the telematic policy implementation has
information processing units. These organizations helped the organization in preparing the technology to
interpret their environment, implement activity improve the process quality and output of the information
coordination and support decision making by processing service. In order to improve the service output quality,
information, either horizontally or vertically through a telematics has helped the organization to run information
structural hierarchy. Berlo in Iskandar[9] stated that the service processes that can conquer the limitation of
organization performance is deeply affected by the space, time and service staff availability through internet.
communication process in the organization. Similar Furthermore, telematics have also supported the
opinion is also proposed by Peter F. Drucker stated that organization in improving the information quality as the

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product of the information service. This condition is To probe the influence of Y variable towards Z
relevant with the abovementioned theory, which is the variables, a test is performed by looking at the comparison
Newell-Simon model that concluded that the telematic between tcalc. and ttable. Based on the testing, the tcalc is
facility usage will create high information value more bigger than ttable (T0.975; 33), i.e. (tcalc. = 2.9942) > (ttable =
efficiently compared with the human-based information 1.6924). From that result it is decided that H0 is rejected
management. and H1 is accepted meaning that the Local Government
Related to the service process, it is well-known that Organizational Performance variable (Y) has a significant
the telematic policy implementation has improved the and positive influence towards the Information Service
information value and the communication function, which Quality variable (Z).
very much affects the service quality improvement. The significance of the test result value above is
Theoretically, the service quality improvement in supported by the value of the determination coefficient
SERVQUAL model has close relationship with the (R2ZY) = 0.2224. This number shows that the Local
information and communication. In improving service Government Organizatonal Performance (X) influences
quality, accurate information on customer’s need, the 22.24% of the Information Service Quality (Z) while the
information on the management perception on the rest (Pzå2)2 is 77.76% affected by other variables other than
customer expectation, information on service delivery the Local Government Organizational Perfomance variable
performance, et cetera is necessary. In addition, a broad that are not included in the model.
communication access is needed to distribute the Theoretically, this condition is relevant with what
information. The adequate communication access is also Parasuraman et al. (in Shanin, 2004:3) stated that the
necessary to improve the effectiveness of the complaint performance-oriented organization should be able to
message and costumer need delivery, to improve the perform approaches that control the SERVQUAL gap
quantity and quality of the communication vertically and model in achieving service quality.
horizontally, or to improve the performance showed. It is By referring back to the definition that the
stated by Gaspersz[9] that the communication is the glue organization performance is the degree of achievement in
that tie all technique, practice, philosophy and an organization towards the predetermined goals. The
instruments for the success quality management service quality testing in this research focused on how far
development. Local Government organization tries every possible
The epsilon factor expected to give big influence
attempt in delivering information service based on the
towards the Information Service Quality, according to
predetermined service quality standard. In this context, it
Parasuraman et al include the effective service
can be seen that the high performance of the organization
management and human resource professionalism from
can make the organization able to control the 2nd gap of
the service provider. Other than communication, the
the SERVQUAL model, which is service specification
improvement in the effective service management that
versus service delivery, so that it can improve service
affect the service quality according to Gaspersz[9] relates
quality in giving delivery in accordance to the service
to the vision redefinition, reduced obstacles, sustainable
quality assurance standard. All performance dimensions
evaluation and correction, improved customer-supplier
in this research can also become the cause of service
relationship, staff enhancement as well as education and
quality achievement such as the future insights of the
training.
public organization that should put forward service, the
The results of this research also imply the
human resource performance that supports the service
strengthening the relationships among concepts of the
theories used as the foundation of the research which delivery, a strategic action plan formulation that enable
stated that the public policy implementation, whatever the the organization to formulate its service standard with
policy is, can support public organization in fulfilling the minimum gap with the costumer’s expectation, effectively
expected values by suitable policy according to the public orientation that force the organization to create the most
expectation or preference. adequate service technique rationality et cetera.
The epsilon factors expected to have big influence
Sub Hipotesis Test (Influence of Y towards Z): The towards Information Service Quality include morality and
hypothesis formulation proposed is “The Local ethics, leadership and service management reorientation.
Government organizational performance influences the The public service implementation is also inseparable
quality of information service.” To test the hypothesis from the moral and ethics of bureaucracy). Raining stated
proposed, a test using path analysis is performed. Based that the public bureaucracy stands in need of ethical
on the results of the test it is determined that the path sensitivity in order to serve the public interest. The moral
coefficient is 0.4716. and ethics dimension does not only become the basic of

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the service transaction process but also become the basic Various findings in this research, especially the un-
of every attitude and action of each individual in his/her optimized indicators of telematic policy implementation,
job in the public organization space. Furthermore, this has made the goals of the telematic policy in developing
application will develop the good organization climate and and applying telematics in government process not up to
work culture in the public organization environment. In the expected result. Therefore, the role of telematics in
the context of information service, even when all service empowering information and communication that is useful
technical aspect has been performed well, the transparent in improving the performance and information service
information quality will be hard to get if the transparent quality has not been experienced as a whole by the
work culture and accountability have not been integrated organization as the service provider and the customer as
in the public organization environment. the service receiver. It can be concluded that through this
In SERVQUAL model, the gap between what is research it is shown that the public policy implementation
expected by the customers and what is perceived by the aimed at achieving policy goals will affect the public
management, the gap between management perception organization performance in doing its main goal to serve
and the service quality standard or the gap between the the public according to the expectation. Therefore the
service quality and the service delivery can only be result of this research also implies that it strengthen the
controlled by the high leadership skill attached to the basic theories used according to the situation and
leader in the provider organization in order to organize condition of the research object.
every aspect related to it. At least, the leadership skill in
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