Public Service Motivation and Service Quality of Local Government Employees: A Moderated Mediation Analysis
| Autor: | Wayu Eko Yudiatmaja |
|---|---|
| Jazyk: | angličtina |
| Rok vydání: | 2020 |
| Předmět: |
Service (business)
Service quality Knowledge management business.industry media_common.quotation_subject Moderation Structural equation modeling Public service motivation Moderated mediation Political institutions and public administration - Asia (Asian studies only) Conceptual model Service climate JQ1-6651 business media_common |
| Zdroj: | Policy and Governance Review, Vol 5, Iss 1, Pp 33-49 (2020) |
| ISSN: | 2580-4820 2580-3395 |
| Popis: | The study of public service motivation (PSM) is an emerging topic in relation to understanding the impact of perceived service quality within public-sector organizations. Drawing upon the self-determination theory, this paper develops and validates a conceptual model incorporating the relationship between PSM and perceived service quality by the user. Moreover, this study also examines the moderated-mediation models of service factors in the link. This paper further argues user orientation as a mediator in the nexus between PSM and service quality, and service climate as a moderator in the effect of user orientation on service quality. This research was conducted on 250 frontline public servants and their users in Bintan Regency, Kepulauan Riau, Indonesia. The data was performed using structural equation modeling. The proposed model suggests (1) PSM positively related to service quality, (2) user orientation partially mediates the relationship, and (3) the indirect effect of PSM on service quality (via user orientation) is quasi moderated by service climate within the public organization. Accordingly, few theoretical and practical implications for policymakers are formulated. |
| Databáze: | OpenAIRE |
| Externí odkaz: |
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