scholarly journals Public service motivation and job satisfaction as driving the quality of public services in disaster emergency

2019 ◽  
Vol 235 ◽  
pp. 012060
Author(s):  
J Nurung ◽  
Rakhmat ◽  
S Asang ◽  
Hamsinah
Keyword(s):  
Job Satisfaction ◽  
Public Service ◽  
Public Services ◽  
Public Service Motivation

scholarly journals KEPUASAN KERJA, KOMITMEN ORGANISASI, ORGANIZATIONAL CITIZENSHIP BEHAVIOUR (OCB) DAN PENGARUHNYA TERHADAP KUALITAS PELAYANAN PUBLIK

2018 ◽  
Vol 11 (2) ◽  
pp. 49-57
Author(s):  
Restin Meilina ◽  
Mochamad Wahyu Widodo
Keyword(s):  
Job Satisfaction ◽  
Organizational Commitment ◽  
Service Quality ◽  
Organizational Citizenship ◽  
Public Service ◽  
Organizational Citizenship Behavior ◽  
Public Services ◽  
Citizenship Behavior ◽  
Indirect Influence

Service employees as the vanguard that plays an important role in determining the quality or not of public services. Efforts to provide quality public services can not ignore the factors of employee job satisfaction, organizational commitment employees, and organizational citizenship behavior (OCB) employees. This study aims to determine (1) the effect of job satisfaction on OCB, (2) influence of organizational commitment to OCB, (3) influence of job satisfaction on public service quality, (4) influence of organizational commitment to public service quality, (5) influence of OCB On the quality of public services, and (6) the indirect influence of job satisfaction and organizational commitment to the quality of public services through OCB. The study was conducted in 3 (three) sub-district offices in Kediri. Samples taken as many as 90 respondents with purposive sampling technique. Data collection through observation, interviews, and questionnaire dissemination. The data obtained were analyzed by path analysis. The result of the research shows that (1) job satisfaction has significant effect on OCB, (2) organizational commitment has significant effect to OCB, (3) job satisfaction has significant effect on public service quality, (4) organizational commitment has significant effect on public service quality, OCB has a significant effect on the quality of public services, (6) there is indirect influence of job satisfaction on the quality of public service through OCB, while for organizational commitment there is no indirect influence to the quality of public service through OCB.

scholarly journals Analysis of Leadership Effect and Public Service Motivation on Work Satisfaction (ASN) In The District Bantaeng

2020 ◽  
Author(s):  
Jumiaty Nurung ◽  
Rakhmat ◽  
Sulaeman Asang ◽  
Hamsina
Keyword(s):  
Job Satisfaction ◽  
Service Quality ◽  
Direct Effect ◽  
Public Service ◽  
Indirect Effects ◽  
Public Services ◽  
Individual Thing ◽  
Positive Direct ◽  
Satisfaction Theory

This research was conducted to determine the effect of leadership and motivation of public service for job satisfaction ASN Bantaeng district. Basically, job satisfaction is an individual thing and depends on one's perception of what he feels about work. Further explained that the job satisfaction theory tries to reveal what makes some people more satisfied with their work than some others. If employees have high job satisfaction, employees will try to show the best service quality. Job satisfaction in this study as a central point that can not only affect the quality of public services directly, but can be a factor that mediates indirect effects of several factors that affect the quality of public services, including leadership factors and motivation for public services. Leadership has a positive direct effect, although not significantly on ASN job satisfaction, while the activation of public services has a significant positive direct effect on ASN job satisfaction in Bantaeng District.

ISO 9001 and the public service: an investigation of the effect of the QMS on the quality of public service organizations

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jorge Armando López-Lemus
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Public Service ◽  
Public Services ◽  
The State ◽  
Iso 9001 ◽  
Knowledge Generation ◽  
Content Type ◽  
The Public

Purpose The purpose of this paper is to identify the influence exerted by a quality management system (QMS) under ISO 9001: 2015 on the quality of public services organizations in Mexico. Design/methodology/approach The methodological design was quantitative, explanatory, observational and transversal, for which a sample of 461 public servants from the state of Guanajuato, Mexico was obtained. To test the hypotheses, a structural equation model (SEM) was developed through the statistical software Amos v.21. For the analysis of the data, software SPSS v.21 was used. Regarding the goodness and adjustment indices of the SEM (χ2 = 720.09, df = 320, CFI = 0.933, TLI = 0.926 and RMSEA = 0.05) which, therefore, proved to be acceptable. Findings According to the results obtained through the SEM model, the QMS under ISO 9001: 2015 is positively and significantly influenced tangible aspects (β1 = 0.79, p < 0.01), reliability (β2 = 0.90, p < 0.01), related to response quality (β3 = 0.93, p < 0.01), guarantees (β4 = 0.91, p < 0.01) and empathy (β5 = 0.88, p < 0.01) of the quality related to public services in Mexico. The study’s key contribution is that it discovered that implementing a QMS in accordance with the ISO 9001: 2015 standard has an impact on the quality of public services, with the most influential quality of response. Similarly, the assurance and dependability of service quality turned out to be important in providing public service quality. Research limitations/implications In this paper, the QMS was only evaluated as a variable that intervenes in the process of obtaining quality in public service under the ISO 9001 standard in its 2015 version. In this regard, the results’ trustworthiness is limited to the extent that the findings may be generalized in the state of Guanajuato, Mexico’s public service. As a result, the scientific community is left primarily focused on service quality to promote new future research. Practical implications The ISO 9001: 2015 standard’s QMS is one of the tools for success in both the commercial and government sectors. However, there are practical limitations, which focus on the time during which managers exercise their vision in the public sector: first, the dynamics that managers play in public policy; second, the length of time they have served in public office; and third, the interest of directors of public institutions to improve the quality of service provided by the government. Other practical consequences concern organizational culture and identity, public servant commitment, senior management or secretaries of government, as well as work and training. Originality/value The findings of this paper are important and valuable because they foster knowledge generation in the public sector through the ISO 9000 quality area. A model that permits the adoption and implementation of a QMS based on the ISO 9001: 2015 standard in public organizations that seek to provide quality in their services offered to the user is also presented to the literature. Similarly, the paper is important because there is currently insufficient research focusing on the variables examined in the context of public service in Mexico.

REFORMASI BIROKRASI DITINJAU DARI ASPEK PELAYANAN PUBLIK & KETERBUKAAN INFORMASI PUBLIK

2015 ◽  
Vol 1 (1) ◽  
pp. 58-71
Author(s):  
Firman .
Keyword(s):  
Public Service ◽  
Public Services ◽  
Public Information ◽  
Quality Of Services ◽  
Freedom Of Information ◽  
Quality Service ◽  
Reform Agenda ◽  
Bureaucratic Reform

Penelitian ini bertujuan untuk mereformasi birokrasi dalam aspek pelayanan publik dan kebebasan informasi. Rendahnya kualitas pelayanan dan kebebasan informasi yang telah diselenggarakan di birokrasi membuat beberapa masalah dalam mencapai kualitas pelayanan yang baik. Peraturan tentang pelayanan publik harus menjadi acuan yang dapat dimaksimalkan dengan baik oleh regulator ketika diimplementasikan. Hal ini membuat pelayanan publik menjadi rumit, panjang dan mahal, Hal ini juga yg menjadi pemicu penyalahgunaan dan korupsi di berbagai tingkat pemerintahan. Ditambah dengan cara berpikir birokrasi yang tidak membuat masyarakat sebagai aktor yang harus dilayani. Agenda reformasi birokrasi juga cenderung tidak memiliki orientasi yang jelas dalam berbagai masalah birokrasi terutama dalam kinerja birokrasi Kata Kunci :  Birokrasi, Pelayanan Publik, Keterbukaan Informasi Publik.This study purposes to bureaucratic reform in terms of aspects of public services and freedom of information. Low quality of services and freedom of information that has been held in the bureaucracy make some troubles in attaining a good quality service. The regulations concerning public services should become a reference that can be maximized well by the regulator in the execution. This made public services being complicated, long and expensive, this also triggers an abuse and corruption in various levels of government. Coupled with the manner of thinking of the bureaucracy that does not make the community as an actor that must be served. Bureaucracy reform agenda also tends to not have orientation that clearly in complete various bureaucratic problems primarily in the performance of bureaucracy Keywords :   Bureaucracy, Public Service, Transparency of Public Information.

Perceptions towards the quality of public services in Romania. Poor outcomes of public administration reforms?

2020 ◽  
Vol 31 (3) ◽  
pp. 263-285
Author(s):  
Claudia Petrescu ◽  
Flavis Mihalache
Keyword(s):  
Quality Of Life ◽  
Public Administration ◽  
Public Service ◽  
Public Management ◽  
Public Services ◽  
New Public Management ◽  
Local Level ◽  
The Public ◽  
Public Administration Reform

Public services represent an important dimension of quality of society, as they create the contextual conditions for people to further their quality of life. Romanian public administration reform has brought about a constant institutional transformation, which has influenced both the specific features and the quality of the services. This article aims to analyse trends regarding the perceived quality of public services in Romania, in European comparative perspective, using the data of the European Quality of Life Survey (2003–2016). The article aims to understand the low satisfaction with public services in Romania against the background of the public service reform measures taken by government in this period. The article describes the context of Romanian public administration and public service reform, the most important public policy measures adopted and the most important challenges. The lack of vision in the public service reform, the partial introduction of reform elements, the permanent and, sometimes, conflicting changes are issues that may have influenced the way in which the population perceives the quality of public services. The decentralisation process of public services and the insufficient allocation of public funds for delivering such services at local level might have an impact on their quality and quantity perceived by the population. Keywords: public services; public administration reform; citizens’ satisfaction; New Public Management; New Weberianism.

Sign in / Sign up

Export Citation Format

Share Document