Perception of the Service Experience: An Explorating of Public Sector in PDAM Tirta Khatulistiwa Pontianak West Kalimantan Using Repertory Grid Technique

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 develop by five dimensions are: 1. process or procedure, 2. employee service, 3. core service, 3. 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 create value-in-use for customers although as a monopolist. Type of Paper: Conceptual