Perception of the Service Experience: An Exploration of Public Sector in PDAM Tirta Khatulistiwa Pontianak West Kalimantan Using Repertory Grid Technique
Journal Title: GATR Global Journal of Business & Social Science Review - Year 2015, Vol 3, Issue 2
Abstract
Objective - The purpose of this study is developing a conceptual model for service experience in the public sector. Methodology/Technique - The technique analysis in this study is Repertory Grid Technique. Findings - The results of this study show that the model concept of service experience is developed by five dimensions are: 1. process or procedure, 2. employee service, 3. core service, 4. physical facility, and 5. other customers experience. Novelty - Service experience is not the same as service quality, studies on the service experience is still much to do, especially in the public sector. Therefore, in this study emphasized the importance of exploration customer of service experience because very important for service providers to deliver an excellent service experience to customers due to creating value-in-use for customers although as a monopolist.
Authors and Affiliations
Nur Afifah, Ahmad Shalahuddin, Ilzar Daud
Keywords
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