The effect of leadership on public service quality

Abstract

This study refers to the new public management paradigm so that management approaches in private organizations are used in public organizations. This study is to confirm the relationship of leadership with the motivation of public service, then the motivation of public service to the quality of public service and job satisfaction of the State civil service (ASN). This is done because there are differences between the results of research in Europe -America, and Asia, especially in Indonesia about the relationship between public service motivation and the quality of public services. On the other hand, it is found that leadership does not affect the quality of public services directly but there is a strong correlation with the motivation of public service delivery. This study uses a quantitative approach with SEM-AMOS analysis tool version 23. The population in this study is all ASNs in Bantaeng Regency with a planned sample target of 397 respondents consisting of 173 echelons 1-3, echelon 4 totaling 74 respondents (10% of the population), and staff of 151 respondents (10% of the population). However, of the 397 questionnaires distributed, only 369 questionnaires were returned and could be analyzed, while 28 respondents did not return within the specified time limit (4 weeks after being distributed). The results showed that public service motivation became a full mediator between leadership and quality of public service and ASN job satisfaction. Good leadership will increase the motivation of public services which will further improve the quality of public services and ASN job satisfaction.