| Summary: | This research undertook to study a decentralized service agent in two different administrative locations as wed/ as perceptual periods. The decentralized service agent (Driving License Department) was premised to be a step by the government towards self-reinvention. The study sites were Siemer', (rural district) and Kota Yogyakarta (Yogyakarta city) all located in Yogyakarta Province, Indonesia. The Iwo perceptual periods are hereby identified and defined as pre-reforms ( 1989- 1997) arid post refo Mrs (June, 1998-1999).
Crucial too was to identify the direction of service delivery by establishing the existence a gap, the impeocnrce of variables along the two dimensimrs i.e., expectation and perception as well as investigating whether the service delivery matched the clients' perception. There was little perceived service Quality since the expectation dimension outweighed the perception dimension and hence a gap existed that calledfew improvement in service delivered by the Licensing Department.
The construct used harnessed a cm»bination ofthe Parasuraman et al. (/988)SERVQUAL and an extension by two more variables adapted front
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