Global Academy of Training and Research Journal

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DOI 10.35609/gjbssr.2015.3.2(7)

Reference to this paper should be made as follows: Afifah, N; Shalahuddin, A; Daud, I. (2015). Perception of the Service Experience: An Exploration of Public Sector in PDAM Tirta Khatulistiwa Pontianak West Kalimantan Using Repertory Grid Technique, Global J. Bus. Soc. Sci. Review, 3 (2): 52 – 59. https://doi.org/10.35609/gjbssr.2015.3.2(7)

Received: March 10, 2015 | Accepted: April 13, 2015

Perception of the Service Experience: An Exploration of Public Sector in PDAM Tirta Khatulistiwa Pontianak West Kalimantan Using Repertory Grid Technique
Nur Afifah, Ahmad Shalahuddin, and Ilzar Daud
University of Tanjungpura, Indonesia 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.

Type of Paper - Conceptual

Keywords: Customer experience, service experience, service experience model, repertory grid technique, public sector, model of service, PDAM.

Price: USD 25