ANALISIS PERBEDAAN HARAPAN DAN PERSEPSI KUALITAS PELAYANAN DI BIRO KEUANGAN SEKRETARIAT DAERAH PROPINSI JAWA TENGAH (DIFFERENCE ANALYSIS OF EXPECTATION OF AND PERCEPTION ON SERVICE QUALITY AT FINANCIAL BUREAU DISTRICT SECRETARIAT CENTRAL JAVA PROVINCE) - ASTUTI, SRI KUSUMA (2005)