Public Perception of Water Service and Water Consumption in Jakarta
Abstract
This study examines the relationship between perceived water service responsiveness and responsible water consumption behavior among PAM Jaya customers in Jakarta. Urban water governance in Jakarta is increasingly challenged by service expansion, groundwater dependency, network leakage, and the need to cultivate sustainable household water-use practices. While existing studies have largely emphasized institutional reform, infrastructure development, and environmental risks, limited empirical attention has been given to how customer perceptions of service responsiveness shape responsible water consumption. Using a quantitative survey design, data were collected from 200 PAM Jaya customers across Jakarta. The study applies Partial Least Squares Structural Equation Modeling (PLS-SEM) to assess the measurement and structural models. Water service responsiveness is measured through customers’ perceptions of technical inspection and officer responsiveness in handling service problems, while responsible water consumption reflects awareness of water scarcity, moral obligation, water-saving behavior, social norms, and routine monitoring of water bills. The findings indicate that water service responsiveness has a positive and significant effect on responsible water consumption behavior, although its explanatory power remains modest. These results suggest that responsive public service delivery can support sustainable consumption practices, but should be complemented by environmental awareness, institutional trust, tariff fairness, and community-based water conservation strategies programs.
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