Fairness and Morald Hazard As New Themes in Public Service Quality: Evidence From Entikong, Official Indonesia-Malaysia Land Transport Crossing-Point.

Abstract

This research is an attempt to better understand the dimension of service quality in public sector. A phenomenological study was conducted at the Entikong border checks point. It is a part of transportation services between Indonesia and Malaysia. Data in this study was collected from five participants who have had experiences of receiving services at the Entikong border. Based on interviews conducted, in-depth analysis was then performed to determine the dimensions of service quality that emerged in the public service. Interestingly, the study highlight two new themes appeared from the analysis. The author offer fairness and moral hazard as new dimension in public service quality. This dimension is suggested to be an important dimension to understand public service quality. The paper also discusses implications for policy making, practice, and research related to service quality and social entrepreneurship.