The Impact of Service Orientation on Organizational Performance in Public Sectors: Empirical Evidence from Indonesia

• 발행기관: 한국유통과학회
• 저자명: Lizar ALFANSI Ferry Tema ATMAJA Fachri Eka SAPUTRA
• 간행물 정보: 『The Journal of Asian Finance, Economics and Business(JAFEB)』The Journal of Asian Finance, Economics, and Business Vol. 9 No.5, 345~354쪽, 전체 10쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2022.05.30

영문 초록

The importance of the public sector’s role in fostering a positive business climate has prompted public sector organizations to consistently enhance their performance. The study aims to develop service orientation dimensions for public sectors and examine the relationship between service orientation and organizational performance. A field survey was employed in this study. Six hundred questionnaires were distributed, and four hundred and eighty-eight were returned and analyzed. Factor analysis and multiple regression analysis were used in the dataset. This study identifies five dimensions of organizational service orientation in public sector service organizations: technologyservice standard-communication, service vision, service delivery, service training and powering, and servant leadership. The result also concludes that service orientation influences organizational performance, such as corporate growth, service quality image, IT effectiveness, service innovation, and public complaint. This study’s findings imply that public sector organizations should rectify service orientation factors to increase corporate growth, service quality image, IT effectiveness, service innovation, and public complaint reduction. Managerial guidelines are presented for developing a service orientation.

목차

1. Introduction

2. Literature Review and Hypotheses

3. Research Methods and Materials

4. Results and Discussion

5. Conclusion

References

키워드

Service Orientation Organizational Performance Public Sector Indonesia