STRATEGI PELAYANAN PUBLIK DENGAN MENGGUNAKAN DIMENSI STRATEGI PELAYANAN DAVID OSBORNE DAN PIETER PLASTRIK

Abstract

Indonesia is a country that has a variety of cultures and languages. Madura is one of the ethnic groups in Indonesia which has a very distinctive culture. In culture aspect, the Madurese people hold tightly to the traditions and customs passed down by their predecessors, both in terms of language, religion, art and so on. in Madura with the culture or culture of the people who are considered to be able to hinder the process of services being provided to all levels of society in Madura. The purpose of writing is to explain the 5 dimensions of service strategy according to David Osborne and Pieter Plastrik, namely core strategy, consequence strategy, customer strategy, control strategy and cultural strategy. The research method in this paper is descriptive qualitative research with an inductive approach. The results of this study are that the strategy used is quite good in fulfilling the indicators in the service strategy, but there is still one strategy that has not been optimally implemented, namely the cultural strategy related to communication carried out which is based on communication theory which is still not optimal because the delivery of communication is still not adjusted with the Madurese community so that in order to be able to provide the best service for every level of society, the Pamekasan Immigration Office needs to optimize and adapt more to the conditions of the local community with a service strategy approach, namely the cultural strategy and communication theory used.