Model Pelayanan Publik Yang Berkeadilan (Studi Empirik Pada PDAM Kota Surakarta)

Abstract

This research aim is to analyze the model of public service at PDAM Kota Surakarta. The research model based on equity theory, which foccus on the process and the result of a public service. The sample of the research are 1000 customers of PDAM Kota Surakarta. The sampling methods of this research is stratified random sampling. The tools of analysis in this research is structural equation model (SEM). This research uses SEM to analyze the correlation between construct which effect the equity in the public service. The result of this research is a public service model based on equity. This model could be used by PDAM Kota Surakarta to formulate the standard operating procedure for their daily operation. The result shows that the customers of PDAM Kota Surakarta perceived equityin public service by distributive justice. It means, they only consider the result of PDAM Kota Surakarta’s service, that is the quality of water delivered in their house. There are two important antecedent variables in the PDAM Kota Surakarta service, they are neutrality and standing.