PERBANDINGAN KUALITAS PELAYANAN PUBLIK DI INDONESIA DAN THAILAND DALAM KERANGKA ASEAN PUBLIC SERVICE REFORM :STUDI LITERATURE REVIEW
Keywords:
Pelayanan publik, reformasi birokrasi, e-government, ASEAN, Indonesia, ThailandAbstract
Pelayanan publik yang berkualitas menjadi tolok ukur utama keberhasilan suatu negara dalam mewujudkan tata kelola pemerintahan yang baik, terutama di kawasan ASEAN yang tengah mendorong reformasi birokrasi dan digitalisasi layanan publik. Penelitian ini bertujuan untuk membandingkan kebijakan dan praktik reformasi pelayanan publik di Indonesia dan Thailand dalam konteks ASEAN Public Service Reform. Dengan menggunakan metode literature review terhadap 50 sumber dari jurnal nasional, internasional, dan dokumen resmi ASEAN, penelitian ini berfokus pada tiga indikator utama yaitu efisiensi, transparansi, dan inovasi pelayanan publik.
Hasil analisis menunjukkan bahwa Thailand memiliki tingkat integrasi digital dan efisiensi birokrasi yang lebih tinggi dibandingkan Indonesia. Keberhasilan Thailand banyak dipengaruhi oleh konsistensi kebijakan, kepemimpinan institusional melalui Office of the Public Sector Development Commission (OPDC), serta kolaborasi kuat antara sektor publik dan swasta. Sementara itu, Indonesia telah menunjukkan kemajuan melalui implementasi Sistem Pemerintahan Berbasis Elektronik (SPBE) dan pembentukan Mal Pelayanan Publik (MPP), namun masih menghadapi kendala seperti fragmentasi birokrasi, kesenjangan infrastruktur digital, serta rendahnya literasi teknologi di kalangan aparatur sipil negara.
Perbedaan utama antara kedua negara terletak pada kesiapan kelembagaan dan budaya birokrasi dalam menyesuaikan diri terhadap transformasi digital. Struktur pemerintahan Indonesia yang cenderung desentralistik membuat koordinasi kebijakan lintas instansi masih belum optimal, sedangkan Thailand dengan pendekatan top-down mampu mempercepat proses integrasi digital. Penelitian ini menegaskan bahwa keberhasilan reformasi pelayanan publik tidak hanya bergantung pada teknologi, tetapi juga pada kepemimpinan yang kuat, konsistensi kebijakan, dan partisipasi masyarakat. Temuan ini diharapkan dapat menjadi bahan refleksi bagi negara-negara ASEAN dalam memperkuat harmonisasi kebijakan dan menciptakan model pelayanan publik regional yang inklusif, adaptif, serta berkelanjutan.
Downloads
References
Aditya, I., Haryadi, F., Haryani, I., Rachmawati, I., & ... (2023). Understanding service quality concerns from public discourse in Indonesia state electric company. Heliyon, Query date: 2025-11-02 12:09:31. https://www.cell.com/heliyon/fulltext/S2405-8440(23)05976-5
Anchunda, H., & Kaewurai, W. (2022). … to enhance pre-service teachers’ English language competencies for university students in preparation for public service entrance examination in Thailand. Kasetsart Journal of Social …, Query date: 2025-11-02 12:10:42. https://so04.tci-thaijo.org/index.php/kjss/article/view/261664
Aprilina, V., Dompak, T., Salsabila, L., & ... (2025). The Role Of Digitalization In Enhancing Public Service Efficiency: Challenges And Opportunities In Managing Public Complaints Through E-Government In Indonesia. … Journal of Social …, Query date: 2025-11-02 12:09:31. https://international.appisi.or.id/index.php/IJSW/article/view/183
ASEAN. (2021). ASEAN Digital Masterplan 2025. ASEAN Secretariat. https://asean.org/wp-content/uploads/2021/09/ASEAN-Digital-Masterplan-EDITED.pdf
Barus, L. (2022). The Street-Level Bureaucracy Implementation in Public Service in Villages in Indonesia. Journal Of Public Administration and Policy Issues, Query date: 2025-11-02 12:09:31. https://scientium.co.id/journals/index.php/jpapi/article/view/286
Bejrananda, M., Lam, B., & Choi, Y. (2023). Value Co-creation for Strategic Development in Public Service: A Study of the OTOP Programme in Thailand. bura.brunel.ac.uk. https://bura.brunel.ac.uk/handle/2438/27214
Bovaird, T., & Loeffler, E. (2012). From Engagement to Co-production: The Contribution of Users and Communities to Outcomes and Public Value. Voluntas: International Journal of Voluntary and Nonprofit Organizations, 23(4), 1119–1138. https://doi.org/10.1007/s11266-012-9309-6
Chaturachinda, C. (2020). Retirement Extension for Public Service Personnel Policy: An Analytical Study of Policy Implementation in Thailand (การ ศึกษา ผล การนำ นโยบาย การ ส่งเสริม บุคลากร ของ …. Journal of Social Sciences, Query date: 2025-11-02 12:10:42. https://digital.car.chula.ac.th/cujss/vol50/iss2/3/
Chaturachinda, C. (t.t.). Retirement Extension for Public Service Personnel Policy: An Analytical Study of Policy Implementation in Thailand. so08.tci-thaijo.org, Query date: 2025-11-02 12:10:42. https://so08.tci-thaijo.org/index.php/ssjpolsci/article/download/700/1173/5031
Denhardt, J. V., & Denhardt, R. B. (2000). The New Public Service: Serving Rather than Steering. Public Administration Review, 60(6), 549–559. https://doi.org/10.1111/0033-3352.00117
Dunleavy, P., Margetts, H., Bastow, S., & Tinkler, J. (2006). Digital Era Governance: IT Corporations, the State, and E-Government. Oxford University Press.
Dwiyanto, A. (2018). Mewujudkan Good Governance Melalui Pelayanan Publik. Gadjah Mada University Press.
Febriyanti, R., Ranti, B., Shihab, M., & ... (2024). Transformation of business licensing through a single submission system on public service efficiency: A case study of the Indonesia National Single Window Agency …. The Indonesian Journal …, Query date: 2025-11-02 12:09:31. http://ijcs.net/ijcs/index.php/ijcs/article/view/4411
FEBRYANA, A. (2018). … TO IMPROVE ONLINE PUBLIC SERVICE DELIVERY (A CASE STUDY OF PUBLIC SERVICE UNIT, MINISTRY OF INDUSTRY, REPUBLIC OF INDONESIA). etd.repository.ugm.ac.id. https://etd.repository.ugm.ac.id/penelitian/detail/165781
Gohwong, S. (2021). The state of the art of key public service provision-related laws under digital economy in Thailand. Psychology and Education Journal, Query date: 2025-11-02 12:10:42.
Hadian, D. (2017). The relationship organizational culture and organizational commitment on public service quality; perspective local government in Bandung, Indonesia. International Review of Management and Marketing, Query date: 2025-11-02 12:09:31. https://dergipark.org.tr/en/pub/irmm/issue/32094/355430
Hadiati, T., & Sugianti, S. (2025). … The Quality Of Public Service In Puskesmas:(Study At Puskesmas Karang Rejo, West Tarakan Subdistrict, Tarakan City North Kalimantan Province, Indonesia). International Journal of Social …, Query date: 2025-11-02 12:09:31. https://international.appisi.or.id/index.php/IJSS/article/view/386
Hafid, A., Omar, R., & Rahman, M. (2020). The influence of leadership style on the public service delivery system: A case study in KabupatenNunukan, Indonesia. International Journal of Novel …, Query date: 2025-11-02 12:09:31. https://www.noveltyjournals.com/upload/paper/paperpdf-1601382908.pdf
Hood, C. (1991). A Public Management for All Seasons? Public Administration, 69(1), 3–19. https://doi.org/10.1111/j.1467-9299.1991.tb00779.x
Hutagalung, S., & Sulistio, E. (2024). Transforming Public Service Delivery in Indonesia: Exploring the Potential and Challenges of the Metaverse. Jurnal Borneo Administrator, Query date: 2025-11-02 12:09:31. https://jba.lan.go.id/article/view/1579
Idris, I., Tandi, I., Malen, P., Saade, A., & ... (2016). The Innovation System on Health Public Service: A Case Study of Posyandu in Makassar, Indonesia. … Journal of Business …, Query date: 2025-11-02 12:09:31. https://ideas.repec.org/a/ibn/ijbmjn/v11y2016i4p102.html
InfoQuest. (2022, August 1). Thailand ranks 55th in the UN E-Government Development Index 2022. https://www.infoquest.co.th/2022/239376
Jaima, S., & Pathomsirikul, Y. (2020). Service Marketing Strategies Model of Thai Traditional Medicine and Alternative Medicine Centers of Public Hospital in Thailand. Journal of Rangsit Graduate Studies in Business and …, Query date: 2025-11-02 12:10:42.
Jurnal Peneliti. (2024). Analisis Reformasi Birokrasi Digital di Indonesia dan Tantangan Implementasi SPBE. Jurnal Ilmu Wawasan Pemerintahan, 5(2), 101–115. https://jurnal.peneliti.net/index.php/JIWP/article/download/10041/6306
Jurnal Unpad. (2023). Implementasi SPBE dalam Meningkatkan Efisiensi Pelayanan Publik di Indonesia. Jurnal Manajemen Pembangunan dan Pelayanan Publik, 4(1), 45–60. https://jurnal.unpad.ac.id/jmpp/article/view/52759
Kementerian Pendayagunaan Aparatur Negara dan Reformasi Birokrasi (KemenPANRB). (2023). Laporan Evaluasi Reformasi Birokrasi Nasional 2023. https://kemenpanrb.go.id
Kosaisuntorn, N. (2020). The application of the new public service features to maritime administration: In case of Marine Department of Thailand and Maritime and Port Authority of …. Query date: 2025-11-02 12:10:42. https://commons.wmu.se/cgi/viewcontent.cgi?article=2427&context=all_dissertations
Kusnandar, I. (t.t.). … THE QUALITY OF PUBLIC SERVICE IN THE GOVERNMENT BUREAUCRACY AT THE TRIANGLE BOUNDARY OF INDONESIA, MALAYSIA AND THAILAND. intsob.com, Query date: 2025-11-02 12:09:31. https://intsob.com/wp-content/uploads/2018/01/Ishak-Kusnandar.pdf
Kusnandar, I. (t.t.). … THE QUALITY OF PUBLIC SERVICE IN THE GOVERNMENT BUREAUCRACY AT THE TRIANGLE BOUNDARY OF INDONESIA, MALAYSIA AND THAILAND. intsob.com, Query date: 2025-11-02 12:10:42. https://intsob.com/wp-content/uploads/2018/01/Ishak-Kusnandar.pdf
Lanin, D., Saputra, B., & Magriasti, L. (2023). … the mediating effect of the role of public managers between service quality and public satisfaction of various ethnicities in local governments in Sumatra, Indonesia. Public Policy and Administration, Query date: 2025-11-02 12:09:31. https://www.ceeol.com/search/article-detail?id=1108920
Maneepairoj, P., & Potiwan, P. (2020). The right to public health service accessibility in Thailand. Health Syst. Res. Dev. J, Query date: 2025-11-02 12:10:42.
Muhammad, F., & Zunaidi, R. (2024). The Influence of Public Service Advertisements on the Intentions to Eat Fish in Toddlers in Indonesia. Jurnal Ilmiah Wahana Pendidikan, Query date: 2025-11-02 12:09:31. http://www.jurnal.peneliti.net/index.php/JIWP/article/view/9333
Nation Thailand. (2024, March 7). Thailand jumps to 52nd in UN E-Government Development Index 2024. https://www.nationthailand.com/news/general/40044805
Nilplub, C., & Sandmaung, M. (2018). Service Quality, Perceived Value for Money, and Student Satisfaction: The Comparative Study between Public and Private University in Thailand. BIRC-2018, Query date: 2025-11-02 12:10:42.
Organisation for Economic Co-operation and Development (OECD). (2021). Thailand Public Sector Review. OECD Publishing. https://doi.org/10.1787/9789264835544-e
Osborne, S. P. (2018). From Public Service-Dominant Logic to Public Service Logic: Are Public Service Organizations Capable of Co-production and Value Co-creation? Public Management Review, 20(2), 225–231. https://doi.org/10.1080/14719037.2017.1350461
Pangma, A., & Taneepanichskul, S. (2017). The outcome of emergency patient transported by public air ambulance service in Thailand. J Health Res• vol, Query date: 2025-11-02 12:10:42. https://www.thaiscience.info/Journals/Article/JHRE/10987728.pdf
Panraluk, C., & Sreshthaputra, A. (2018). Thermal comfort of the elderly in public health service buildings of thailand. Applied Mechanics and Materials, Query date: 2025-11-02 12:10:42. https://www.scientific.net/AMM.878.173
Phoorisophon, T., Panpa, K., & Seti, S. (2021). The Educational Management of Local Government Organization in Thailand according to New Public Service. Journal of Research and Development Institute …, Query date: 2025-11-02 12:10:42.
Pollitt, C., & Bouckaert, G. (2017). Public Management Reform: A Comparative Analysis – Into the Age of Austerity (4th ed.). Oxford University Press.
Pratama, A. (2020). The landscape of public service innovation in Indonesia: A comprehensive analysis of its characteristic and trend. Innovation &Management Review, Query date: 2025-11-02 12:09:31. https://doi.org/10.1108/INMR-11-2018-0080
Purwaningwulan, M., & Christina, C. (2025). Transformation of intelligent assistant services in public service companies in Indonesia. AIP Conference Proceedings, Query date: 2025-11-02 12:09:31. https://pubs.aip.org/aip/acp/article-abstract/3200/1/040021/3335465
Rozi, F., Farida, L., Purwanto, H., & Rizky, N. (2022). The Interpretation of Public Service Announcement: A Semiotic Analysis of Public Facilities and Television in Indonesia and Malaysia. KnE Social …, Query date: 2025-11-02 12:09:31. https://knepublishing.com/index.php/KnE-Social/article/download/12001/19439
Rulandari, N., Rusli, B., Mirna, R., & ... (2018). Valuation of production sharing contract cost recovery vs gross split in earth oil and gas cooperation contracts in Indonesia and the aspect of public service. Journal of Physics …, Query date: 2025-11-02 12:09:31. https://doi.org/10.1088/1742-6596/1114/1/012132
Sann, R., & Siripipattaworn, S. (2024). University public transportation logistics service quality and student satisfaction: Empirical evidence from Thailand. Cogent Business &Management, Query date: 2025-11-02 12:10:42. https://doi.org/10.1080/23311975.2024.2331628
Santoso, R., Warsono, H., Astuti, R., & ... (2023). The paradox of public service innovation amid regional autonomy in indonesia. Jurnal Ilmu …, Query date: 2025-11-02 12:09:31. https://ejournal.undip.ac.id/index.php/ilmusos/article/view/56818
Sari, P., & Sa’adah, P. (2019). WORK PLACEMENT, ORGANIZATIONAL COMMITMENT AND EMPLOYEE PERFORMANCE:: EVALUATION OF PUBLIC SERVICE OFFICES IN INDONESIA. Review of Behavioral Aspect in Organizations and …, Query date: 2025-11-02 12:09:31. http://www.ssbrj.org/index.php/rbaos/article/view/96
Setkab.go.id. (2023, September 22). Indonesia’s Electronic-Based Government System Continues to Show Positive Record. https://setkab.go.id/en/indonesia-electronic-based-govt-system-continues-to-show-positive-record
Siwapornpitak, P. (2018). The Design of Thailand International Public Sector Standard Management System and outcomes in Service for The Private Sector and People System (PSO 1107) …. digital.car.chula.ac.th. https://digital.car.chula.ac.th/chulaetd/2400/
Slamet, S., & Hariyanto, N. (2025). Uncovering Critical Success Factors for Management Maturity in State Universities and Public Service Agencies in Indonesia. … Public Service Agencies in Indonesia …, Query date: 2025-11-02 12:09:31. https://papers.ssrn.com/sol3/papers.cfm?abstract_id=5562099
Syaftiani, M., Nurmandi, A., Misran, M., & ... (2024). Transformative Governance: Utilizing Social Media Dynamics to Improve Public Service Implementation in the Digital Age in Indonesia. Nyimak: Journal of …, Query date: 2025-11-02 12:09:31. https://jurnal.umt.ac.id/index.php/nyimak/article/view/10735
Syamsir, S. (2021). The influence of public service motivation on service quality of civil servants in west sumatra Indonesia. European Journal of Economics and Business Studies …, Query date: 2025-11-02 12:09:31. https://ideas.repec.org/a/eur/ejesjr/316.html
Thai, P. (2021). Thailand to be first with plastic roads. Thai Public Broadcasting Service (PBS). Query date: 2025-11-02 12:10:42.
Torres, L., Pina, V., & Royo, S. (2005). E-Government and the Transformation of Public Administrations in EU Countries: Beyond NPM or Just a Second Wave of Reforms? Online Information Review, 29(5), 531–553. https://doi.org/10.1108/14684520510628918
Trisoranakul, N. (2017). Relationship between Public Service of Standard and Local Governance of Town Municipalities Administration in Thailand. repository.rmutr.ac.th. http://repository.rmutr.ac.th/handle/123456789/1399
Ueasangkomsate, P. (2019). Service quality of public road passenger transport in Thailand. Kasetsart Journal of Social Sciences, Query date: 2025-11-02 12:10:42. https://so04.tci-thaijo.org/index.php/kjss/article/view/235374
United Nations Development Programme (UNDP). (2022). Thailand Digital Transformation Report. UNDP Thailand. https://www.th.undp.org
Wicaksono, K. (2019). Transforming the spirit of new public service into public management reform in Indonesia. Jurnal Manajemen Pelayanan Publik, Query date: 2025-11-02 12:09:31. https://scholar.archive.org/work/d5jypm3xujh5lb2hsexdmkhe4u/access/wayback/http://jurnal.unpad.ac.id/jmpp/article/download/20190/10554
Widanti, N. (2023). The implementation of Sewakadharma work culture to improve public service quality in Denpasar City, Indonesia. Otoritas: Jurnal Ilmu Pemerintahan, Query date: 2025-11-02 12:09:31. http://repo.unr.ac.id/792/
Wisutwattanasak, P., Champahom, T., Jomnonkwao, S., & ... (2023). … Quality for Public Transportation in the Post-Pandemic Period: Differentiating between Urban and Rural Areas: A Case Study of Intercity Railway, Thailand. Logistics, Query date: 2025-11-02 12:10:42. https://www.mdpi.com/2305-6290/7/4/93
Wonglakorn, N., Chantaratang, A., Suksiripattanapong, C., & ... (2023). The Development of Service Metrics Indicators of a Public Transportation Service Case Study: Intercity Trains in Nakhon Ratchasima Province, Thailand. Sustainability, Query date: 2025-11-02 12:10:42. https://www.mdpi.com/2071-1050/15/15/11739
Wongthongchai, J. (2022). The effects of transportation service quality factors on passenger satisfaction: A case study of Mass Public Transit in Nonthaburi, Thailand. Modern Management Journal, Query date: 2025-11-02 12:10:42.
Yamamoto, K. (2019). Toward deployment of public service interpreting and translation in Thailand: The Japanese case from a comparative perspective. Kasetsart Journal of Social Sciences, Query date: 2025-11-02 12:10:42. https://so04.tci-thaijo.org/index.php/kjss/article/view/242147
Yusuf, M., Kusumawati, A., & ... (2025). The Role of Digital Technology in Enhancing Public Service Efficiency in Indonesia. … and Business Review, Query date: 2025-11-02 12:09:31. http://pasca.unhas.ac.id/ojs/index.php/hebr/article/view/6420
ณ์, ท. ม. ว. ร. & ... (2021). … ต้องการ และ ปัญหา การ ใช้ ห้องสมุด ประชาชน ของ ผู้ สูงอายุ ใน ภาค เหนือ ของ ไทย: Public Library Service Needs and Problems of the Elderly In Northern Thailand. อิน ฟ อ ร์ เม ชั่ น✍ …, Query date: 2025-11-02 12:10:42. https://infojournal.kku.ac.th/index.php/information/article/view/50
ณ์, ป. ฉ. ป. ล. น. ส. & ... (2018). STUDYING ON READINESS OF HEALTH SERVICE SUPPORT SYSTEMFOR ASEAN PUBLIC HEALTH IN SPECIAL ECONOMIC ZONE IN THAILAND, 2016. วารสาร วิชาการ กรม …, Query date: 2025-11-02 12:10:42. https://thaidj.org/index.php/JDHSS/article/view/6381
ส, เ. ภ. ส. ด., & กุล, ส. ช. น. น. ท. เ. ป. (2023). … ลูกค้า (AE) ใน งาน โฆษณา เพื่อ สังคม (public service advertising) ของ บริษัท ชูใจ กะ กัลยาณมิตร จา กัด: กรณี ศึกษา มูลนิธิ สร้าง รอย ยิ้ม (Operation Smile Thailand). Query date: 2025-11-02 12:10:42. https://digital.library.tu.ac.th/tu_dc/frontend/Info/item/dc:316097
