Doctoral thesis of Philosophy: Improving service quality of district education offices in Indonesian decentralized education system

Service quality can be understood as an organization’s ability to fulfill its obligatory functions or mandates in satisfying customer needs. In the Indonesian context, especially at District Education Office level, service quality is the District Education Office’s ability to fulfill its obligatory functions to satisfy school needs. Delivering services depends on many different factors. In this research, respondents also perceived these factors in many different ways, but in relation to District Education Office mandates, it is easier to use a system approach covering input, process, output, and evaluation. These elements are combined in a Minimum Service Standards discussed in this research.