EVALUASI KUALITAS PELAYANAN PUBLIK MELALUI METODE KONSUMSI: COERCION VERSUS CHOICE (CAPTIVES, CLIENTS, and CUSTOMERS)
Abstract
Warga negara yang mempunyai pilihan dalam menerima pelayanan publik yang disebut "pelanggan". Warga yang
bergantung pada penyedia layanan yang disebut "klien". Warga yang menerima pelayanan publik dengan "pemaksaan"
yang disebut "tawanan". Tiga jenis pelayanan publik di Yogyakarta ini dievaluasi berdasarkan jenis interaksi. Mereka
adalah Pasar Malam "sekaten" (semacam pasar malam), pelayanan publik dari polisi, dan pengumpulan sampah.
Menggunakan model logit memerintahkan, hasil menyimpulkan bahwa orang yang menerima Pasar Malam "sekaten"
sebagai pelayanan publik disebut sebagai pelanggan. Masyarakat yang menerima layanan pengumpulan sampah
dianggap sebagai klien. Hasil ini konsisten dengan penelitian sebelumnya yang dilakukan oleh Brown. Namun, evaluasi
ini tidak dapat dibuktikan bahwa orang yang menerima pelayanan publik dari polisi dianggap sebagai tawanan
Full Text:
PDFReferences
Assael, H. 1998. Consumer Behavior and Marketing
Action. Cincinati, Ohio: South-Western College
Publishing.
Badan Pusat Statistik Kota Yogyakarta. 2012. Kota
Yogyakarta Dalam Angka. Yogayakarta: BPS.
Bagozzi, R.P. 2006. Explaining Consumer Behavior and
Consumer Action: From Fragmentation to Unity.
Seoul Journal of Business. December. Vol 12 (2):
-143.
Brown, T. 2007. Coercion versus Choice: Citizen
Evaluation of Public Service Quality across Methods
of Consumption. Public Administration Review.
May-June: 559-572.
Bray, J. _______. Consumer Behaviour Theory: Approaches
and Models.
Buddery, P. and Henry Kippin. 2010. What Do People
Want, Need and Expect from Public Services? 2020
Public services Trust at the RSA Projects.
Cooper, D.R. dan Emory, C.W. 1995. Business Research
Methods. 5th ed. Chicago: Richard D. Irwin.
Chih, Tung Hsiao and Shin Lin Jie. 2008. A Study of
Service Quality in Public Sector. International
Journal of Electronic Business Management. Vol
(1): 29-37.
Denhardt, Robert D. and Janet V. Denhardt. 2000. The
New Public Service: Serving Rather than Steering.
Public Administration Review. November/
December. Vol 60 (6): 549-559.
Government of Ireland. 2008. Transforming Public
Services: Citizen Centred – Performance Focus.
Report of the Task Force on the Public Service.
Hair, J.R., R.E. Anderson, R.L. Tatahm, dan W.C.
Black. 1998. Multivariate Data Analysis. 5th ed.
Upper Saddle River, New Jersey: Prentice Hall.
House of Commons. 2006. Delivering High Quality
Public Services for All. Sixty-Third Report of
Session 2005-06. London: House of Commons-
Committee of Public Accounts.
Ipsos MORI. 2010. What Do People Want, Need and
Expect from Public Services? 2020 Public services
Trust at the RSA Projects.
Kotler, P. dan K.L. Keller. 2009. Marketing Management.
New Jersey, Upper Saddle River: Pearson
International Edition.
Kotler, P., dan N. Lee. 2007. Marketing in the Public
Sector: A Roadmap for Improved Performance. New
Jersey, Upper Saddle River: Wharton School
Publishing.
MORI. 2002. Public Service Reform: Measuring and
Understanding Customer Satisfaction. A MORI
Review for the office of Public Service Reform.
Munhurrun, Prabha Ramseook, Soolakshna D. Lukea-
Bhiwajee, and Perunjodi Naidoo. 2010.
International Journal of Management and Marketing
Research. Vol 3 (1): 37-50.
Napitupulu, P. 2007. Pelayanan Publik dan Customer
Satisfaction: Prinsip-Prinsip Dasar agar Pelayanan
Publik Lebih Berorientasi pada Kepuasan dan
Kepentingan Masyarakat. Bandung: PT Alumni.
Tjiptono, F. 2008. Service Management: Mewujudkan
Layanan Prima. Yogyakarta: Penerbit Andi.
DOI: https://doi.org/10.31113/jia.v10i2.156
Refbacks
- There are currently no refbacks.
Copyright (c) 2018 Jurnal Ilmu Administrasi : Media Pengembangan Ilmu dan Praktek Administrasi

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Jurnal Ilmu Administrasi Indexed by:
@2017-2019
Jalan Cimandiri No. 34-38 Bandung
Laman: stialanbandung.ac.id
Powered by OJS (Open Jounal Systems)