Public Service Theory and Public Service Management

According to Kotler, service is every gainful activity in a group or union, and offers satisfaction though the results are not tied to a product in physical. Another view said, the service is an activity or the sequence of events that occur in the direct interaction between a person with others or physical machines, and provide customer satisfaction.

In the book "Theory of Public Administration ", the service can basically be defined as activity of a person, group or organization either directly or indirectly to meet the needs. Whereas another theory said that service is all forms of service activities in the form of goods or services in order to fulfils the needs of the community.

Based on the definition above, it can be said that the service is one of the activities of an organization or institution which is dedicated to the public. Service itself is essentially a series of activities, therefore it is a process of regular and continuous service that covers the entire life of the organization in the community.

Understanding the scope of public service includes:

1. A process of formulation of policies relating to community service in the form of licensing arrangements, supervision, coaching both by the government, public organizations, private organizations or organization that has the authority of the government.
2. Service in the sense of service processes related to general administration duties including service tasks performed by public organizations or private organizations and community activities authorized by the government to the state apparatus with the aim to give satisfaction to the public.

In the book "Theory of Public Administration" there are three types of services, namely:

1. Administrative Services
Type of services provided by a service unit recording, research, decision-making, documentation and other administrative activities that overall the final product in the form of documents. For example, the type of soil certificate and population administration services (citizen identity, birth certificates and death).

2. Goods services
The services provided by a service unit or processing activities and the provision of physical tangible materials including distribution and direct delivery to consumers in a system.

3. Services
It is type of services provided by a service unit and its supporting infrastructure.

In the book "Public Service Management" the fundamental factors of service are:

1. There is a sense of love and affection
2. The existence of beliefs to help each others
3. There is a belief that doing good to others is a form of good deeds.

Service forms are divided into three kinds:

1 Services with oral
Services with oral made ​​by officers in the field of public relations, information services field and other fields that work to an explanation or information to anyone in need.

2. Services through writing
Ii is the most prominent form of service in the execution of the task, not only in terms of quantity but also in terms of its role.

3. act Services
In general, the service in this form of 70-80% done by mid-level and low-level officers. So that the expertise and skills of personnel is crucial to good outcome of any act or work.