EVALUASI KUALITAS PELAYANAN PUBLIK MELALUI METODE KONSUMSI: COERCION VERSUS CHOICE (CAPTIVES, CLIENTS, and CUSTOMERS)
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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
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