Public Service Performance Research Articles

How Does Green Human Resource Management Improve Sustainable Organizational Performance in Public Services?

Research Aims: The issues, such as global warming, increasing levels of pollution, increasing carbon, and climate change, make it mandatory for all organizations to strive to preserve the environment and work for the welfare of society. The aim to be achieved in this study was to explore the practice of green human resource management (GHRM) and its contribution to increasing sustainable organizational performance (SOP) through green service innovation (GSI) in the local government organizations of Semarang City, Indonesia.Design/Methodology/Approach: This research used a quantitative method. The data in this study were collected using closed online questionnaires for the leaders of the civil servants in each regional government organization in Semarang City. The data analysis employed the Structural Equation Model-Partial Least Square (SEM-PLS) utilizing the software of Smart PLS 3.Research Findings: The results of the data analysis demonstrated that all proposed hypotheses were accepted. It has been proven that GHRM and GSI could, directly and indirectly, improve SOP in Semarang City Government through the primary indicator of the vision of developing environmental management and services for the community and environmentally friendly digital service innovations.Theoretical Contribution/Originality: GSI could mediate the relationship between GHRM and SOP. In addition, this study revealed that the digital elements of public services in GSI enormously increased SOP.Practitioners/Policy Implications: The results have been good news for leaders in public service organizations with different policies on becoming sustainable organizations and preserving environmentally friendly practices in serving the community.Research Limitations/Implications: The authors recognize that the current study has limitations. This research only focused on organizational performance. Since the authors see that GHRM and GSI practices play a decisive role for employees, this study recommends further research to investigate the role of GHRM and GSI on employee performance.

Influence of Education, Training (Diklat), Discipline and Leadership on Public Service Performance: Case Study at the Personnel and Human Resources Development Agency of South Buton Regency

This study aims to 1) identify and analyze the effect of education, training (education and training), discipline on ASN performance, 2) identify and analyze the effect of discipline on ASN performance and 3) identify and analyze the influence of leadership on ASN performance. This research approach uses quantitative research. The research was conducted at the Regional Personnel, Education and Training Agency (BKPSDM) of the Buton Selatan Regency. When the research was conducted from November-December 2023. The study population was all employees of the Regional Personnel, Education and Training Agency (BKPSDM) of the Selayar Islands Regency, totaling 68 people. The sample selection in this study was saturated sample, namely the entire population was judged as a sample so that the sample in this study was 68 people. The analysis techniques used in this research are validity, reliability, normality test, heteroscedasticity test, multicollinearity test, t hypothesis test, f hypothesis test and coefficient of determination. The data in this study were processed using SPSS 26. The results of this study indicate that: 1) There is an influence between education and training (education and training) on ASN performance, 2) there is an influence of discipline on ASN performance and 3) there is an influence of leadership on ASN performance. Education and training are the most dominant variables affecting ASN performance. The importance of education and training, discipline and leadership because it can affect the performance level of an employee

Citizen expectations, agency reputation and public service quality

ABSTRACT This article examines the relationship between citizen expectations, citizen satisfaction, agency reputation and agency behaviour in public management. We expand upon the assumptions of the expectancy disconfirmation model (EDM) and present a game-theoretic model that explores the interplay between agency reputation, citizen expectations, citizen satisfaction and agency behaviour by integrating perspectives from reputation and commitment problems literature. Our study highlights the uncertainty generated by bureaucracies with misaligned motives, which occasionally prioritize their own interests over the public’s. We delve into the dynamics of agency and citizen behaviour over time, considering potential shifts in agency priorities. We also explore how citizen satisfaction conditions future expectations and influences the behaviour of service providers in improving public service performance. We show that agencies with misaligned priorities with the citizenry provide poorer current performance when past citizen satisfaction is greater. Yet, from the citizens’ perspective, better past citizen satisfaction is associated with higher current expected service quality. Our findings complement existing literature on citizen satisfaction and expand our understanding of how satisfaction affects government service providers. They underscore the importance of addressing misaligned motives within bureaucracies and the role of citizen satisfaction in shaping agency behaviour. These results have important implications for bureaucratic behaviour, administrative burden and organizational reputation theories and practices.

Evaluation of community basic public health service effect in a city in Inner Mongolia Autonomous Region--based on entropy weight TOPSIS method and RSR fuzzy set.

By analyzing 23 evaluation indicators included in 14 national basic public health service programs in a region of Hohhot City, Inner Mongolia Autonomous Region, China, the performance of basic public health services in the region in 2021 were analyzed to clarify the implementation and conduct of relevant programs. We also use this study as a basis to radiate the work of municipal basic public health services centered on the region and the outstanding problems reflected and to provide theoretical contents and suggestions that can be referred to for the same regions in central and western China as well as worldwide. Using the TOPSIS method as the basis for the data analysis method, the evaluation indexes are ranked in terms of their proximity to the idealized target, and combined with the entropy value method, Technique for order preference by similarity to an ideal solution (TOPSIS) and rank-sum ratio (RSR) were used to rank 14 basic health care providers by grade. A comprehensive evaluation of the performance of basic public health services in a region of Hohhot City, Inner Mongolia Autonomous Region in 2021 was conducted through a joint model of entropy -weighted TOPSIS and RSR, making full use of the characteristics and advantages of the fuzzy joint, and conducting a comprehensive analysis from the perspective of the ratio weight and the method of graded calculation, making the study more distinguishable and measureable. In this study, for the regional basic public health services, a total of 23 evaluation indicators of basic public health service projects were included, among which the top three indicators with the weight of the entropy value method indicators were found to include the rate of Chinese medicine health management for the elderly, the rate of health management for the elderly, and the BCG vaccination rate after the analysis of the weight of the indicators; After the entropy-weighted TOPSIS evaluation showed that the Ci values of the regions were found to be between 0.378 and 0.715 through the calculation of the positive and negative ideal values of each indicator; RSR staging method evaluation showed that three community health centers (X2, X10, X12) had excellent evaluations of basic public health services; The number of evaluations as poor and moderate are 2 (X3, X9) and 9 (X1, X4, X5, X6, X7, X8, X11, X13, X14), respectively; Finally, the results of the entropy-weighted TOPSIS method and the fuzzy joint model of RSR staging method are basically consistent with the overall trend of the above two methods, and the reliability and credibility of the research results are high. The entropy-weighted TOPSIS and RSR joint model can evaluate the effectiveness of basic public health services in a more comprehensive and holistic way. The results of the RSR staging results and the related weight ratio analysis show that the basic public health service programs in Hohhot, Inner Mongolia Autonomous Region are relatively balanced, but there are some differences; The same genus of elderly Chinese medicine health management rate, health management rate of the elderly, BCG vaccination rate several indicators accounted for a higher weight, its correlation with the key population-related items is high, suggesting that the future key population health service items should be focused on, and future research should be suggested from two key research.

Profesionalitas Promosi Jabatan dalam Peningkatan Kinerja Pelayanan Publik pada Dinas Pekerjaan Umum dan Perumahan Rakyat Provinsi Papua Barat

This study aims to reveal a professional description of promotion, supporting factors, and inhibiting factors, and a strategy for a promotion system that is in accordance with the work professionalism of the Public Works and Public Housing Office of West Papua Province can produce public service performance. The research approach used is a mixed method that combines a qualitative research approach, to see the depth of data through interviews and field observations, then a quantitative approach using statistical benchmarks or regression using survey methods. Qualitative data analysis includes the stages of data reduction, data presentation, and verification, and drawing conclusions. While the quantitative analysis is through the Kolmogorov-Smirnov normality test. The research results show that the mechanism is not yet transparent. Supporting factors and inhibiting factors that influence the professionalism of promotion are closely related to its internal and external dimensions. If the supporting factors cannot be optimized and the inhibiting factors cannot be handled properly, then promotion cannot be carried out professionally. Public Service Standards and Reputation can be described by the degree of achievement by examining the consistent aspects of achieving the goals supported by the presentation of the Public Service Index

The persistence of organizational performance problems the public services in Ghana: The perspective of societal culture

Performance management (PM) has been one of the most profound initiatives of public services reforms in both developed and developing countries in the last three decades. Despite its acceptance as a tool to enhance efficiency, effectiveness, and accountability, many continue to question its efficacy to enhance organizational performance in public services. This is because organizational performance problems continue to persist in the sector. How then can this persistence of organizational performance problems be explained? For some scholars, the answer lies in examining the behaviour of employees and thus moving away from the instrumentality of PM. While this is laudable, what influences employees’ behaviours for them to engage in activities that make nonsense of the existence of PM has not been greatly articulated. In this paper, we attempt to contribute to this discussion by focusing on how societal culture influences behaviour, which in turn affects management of performance both internationaly and across cultures. We, therefore, argue that the inability of PM to effectively achieve its objectives is due to the high prevalence of informal societal culture that influences behaviours detrimental to rational performance PM in the public sector. We examine these behaviours from Hofstede’s four cultural dimensions with a focus on Ghana.

The Relationship between Human Capital and Public Services Performance: The Role of Islamic Work Ethics as a Mediating Variable A Case Study of Public Sector Organizations of Bahrain

The Relationship between Human Capital and Public Services Performance: The Role of Islamic Work Ethics as a Mediating Variable A Case Study of Public Sector Organizations of Bahrain

Pengaruh Budaya Kerja Terhadap Akuntabilitas Kinerja Pelayanan Pada Kantor Camat Dungingi Kota Gorontalo

Problems that appear in the provision of services to the community based on an interview with a community leader said that there had been no notification regarding the requirements for public services being given, letters of approval/permits to marry, arrangements for land deeds that had to be signed by the sub-district head, it was not clear what residents had to fulfill. so that many residents have to go back and forth to the sub-district office, as well as in the case of recording identity cards, there are still many residents who do not know what requirements must be met. Another issue that has not been conveyed openly to the community is the result of monitoring by the sub-district apparatus on the distribution of social assistance carried out by the sub-districts in the Dungingi District area. All the issues raised are closely related to service performance accountability, where sub-district officials are required to convey all matters related to the implementation of public services which are their authority. With these problems occurring, the purpose of this research is to determine the magnitude of the simultaneous and partial influence of work culture on service performance accountability at the Dungingi District Office, Gorontalo City. This research uses a quantitative approach with a survey method. The number of samples in this study were 39 people. The data analysis method uses path analysis. The results showed that work culture in the form of attitudes towards work and behavior at work simultaneously and partially had an effect on accountability for service performance at the Dungingi District Office, Gorontalo City. Thus it can be said that work culture can contribute to the realization of public service performance accountability to citizens..

Entrepreneurial orientation, proactive market orientation and society: evidence from public service organizations in Brazil

PurposePublic service organizations (PSOs) face a critical dilemma: how to generate more value for society but with a much-reduced resource base. The article advances the strategy axis of entrepreneurial orientation (EO) research by examining EO and proactive market orientation (PMO) as joint-strategic approaches to this end, and how the characteristics of public managers may moderate the paths to value creation.Design/methodology/approachThe article draws on a unique survey-based dataset developed from Brazilian PSOs and employs structural equation modelling for hypotheses testing. Post-hoc analysis, by way of analysis of variance, demonstrates the joint impact of the two strategic approaches on public service performance level.FindingsEntrepreneurial and PMOs are revealed as routes to enhanced service performance, but managers’ domain expertise negatively moderates these relationships. Post-hoc analysis reveals how organizations displaying higher levels of both orientations realize superior performance, relative to those favouring either/or.Originality/valueThe study contributes new evidence for EO model specificity by examining a narrowly bounded sample of PSOs; addresses the neglect of other outcome variables beyond traditional performance, showing the value of EO for society and offers new insights to the managerial conditions that moderate the positive synergies between EO, PMO and service performance.

Social equity and public transit in the inland empire: Introducing a transit equity analysis model

Public transit is a critical part of transportation infrastructure and social equity. The COVID-19 pandemic had a significant impact on transit systems throughout the nation. The study area for this paper, the Inland Empire (I.E.) in Southern California, has a significant minority and disadvantaged population, highlighting the importance of creating opportunities and new means of transportation. The transportation system has been built to support automobile travel, but public transit is an important mobility factor for many people. This paper aims to study the performance of public transit services and their impact on underserved communities. Pre-pandemic, during and post-COVID-19 vaccination rollout time periods, were selected to analyze the impact on transit equity. A transit equity analysis model was built using multiple linear regression analysis (MLR) on demographic and transit-related data from 645 census tracts. This model creates a transit equity index (TEI), which includes a transit service index (TSI), a socially disadvantaged index (DAI), and a race index (R.I.). The transit equity index shows a strong relationship between TSI and R.I. on DAI, reflecting the region's lack of efficient transit services in racially marginalized census tracts. As a result, new policies are needed to promote public transportation, create adequate infrastructure, and envision urban planning to decrease public transit social inequities within the I.E.

Kinerja Pelayanan Publik Di Dinas Sosial Kota Ambon

The purposes to analyze and explain an overview of the performance of Public Services, as well as the supporting and inhibiting factors in the Ambon City Social Agency. The informants of this study were 12 people. The data needed in this study were collected through observation, interviews, and documentation. The data were collected, processed, and analyzed by using descriptive qualitative analysis techniques. The results of this study indicate that the performance of public services at the Ambon City Social Service is quite good, but not optimal as a whole, such as: 1) Service quality, 2) Service quantity, 3) Service accuracy, 4) Service effectiveness, 5) Service independence on the side other supporting factors are, 1) Employee Salary Factor, 2) Employee Work Environment Factor, 3) Employee Work Culture Factor, 4) Employee Work Motivation Factor While the inhibiting factors are: 1) Employee Work Discipline Factor, and 2 ) Employee Job Satisfaction Factor, the implication of this research, that if you want to improve the performance of public services at the Ambon city social service office, it is necessary to optimally develop the supporting factors, and improve the inhibiting factors

TINJAUAN KINERJA PELAYANAN ANGKUTAN UMUM PT SINARMAR TANSPORTASI MANDIRI RUTE BUKITTINGGI – PAYAKUMBUH

Abstract: This study aims to determine the performance of public transportation services and evaluate the performance of public transportation services on the Bukittinggi – Payakumbuh route. The method used by the researcher uses a Likert and Guttman scale. By distributing a questionnaire of 160 respondents. This research was conducted by means of a survey through the distribution of respondents' questionnaires. After that, the validity and reliability of the questionnaire were tested, then continued with data analysis of the research results. From the results of data analysis, it was obtained that taking the reliability test using 30 respondents to test reliability, the results of the Alpha coefficient of 0.723 were said to be reliable because the Alpha coefficient was above 0.600. The performance of public transportation services at PT Sinarmar Transport Mandiri for the Bukittinggi – Payakumbuh route is quite good, because in the search for high correlation validity results, the highest validity value is 0.966, and the validity results can also be seen from r_(count<r table) so that the data in the calculation is said to be valid.Keywords : Intercity Transportation Within Province, SPSS 25

TINJAUAN KINERJA PELAYANAN ANGKUTAN UMUM ANTAR KOTA PT ZONA SIKUMBANG JAYA RUTE BUKITTING - PAINAN

Abstract: This study aims to determine the performance of public transportation services and evaluate the performance of public transportation services on the Bukittinggi – Painan route. The method used by the researcher uses a Likert and Guttman scale. By distributing a questionnaire of 88 respondents. This research was conducted by means of a survey through the distribution of respondents' questionnaires. After that, the validity and reliability of the questionnaire were tested, then continued with data analysis of the research results. From the results of data analysis, it was obtained that taking the reliability test using 30 respondents to test reliability, the results of the Alpha coefficient of 0.723 were said to be reliable because the Alpha coefficient was above 0.600. The performance of public transportation services at PT zona Sikumbang Jaya rute Bukittinggi – Painan route is quite good, because in the search for high correlation validity results, the highest validity value is 0.966, and the validity results can also be seen from r_(count<r table) so that the data in the calculation is said to be valid.Keywords : Intercity Transportation Within Province, SPSS 25

Implementation of e-Government for Better Public Service at Lombok Barat

The aim of this study is to give recommendations for communication and information agency and all regional organizations at Lombok Barat so that the implementation of e-Government is more effective and improves employee performance in public services. This study uses a qualitative descriptive method with interview instruments, observations, and document review. Based on the interviews with key informants, observations, and review of Renstra, government support for the development of information and communication technology facilities and infrastructure has not been optimal due to limited budgets and a lack of coordination between regional organizations. Qualified apparatus and skills in information and communication technology are less common, and public administration services are still lacking and seem unprofessional, this has led to people still having negative opinions about government services. The government has to support the implementation of e-Government and the development of information and communication technology, especially the improvement of facilities and infrastructure, both office rooms and public service rooms, finance for the construction of towers and other infrastructure, socialization for public so that people can trust more with the government services, and applications and programs based on information and communication technology so that public services are more improved, smooth, and reliable.
 Keywords: effectiveness, e-Government, employee performance, community service

Analisis Kinerja Pelaksanaan Administrasi Kependudukan Berbasis E-Government Di Kelurahan Gayungan Kota Surabaya

Public services related to Population Administration are something that the Government must pay attention to its development considering that effective and efficient public services are one of the driving factors for governance, so that innovation is needed in improving the quality of public services. Kelurahan which is an administrative government unit which is only an extension of the city government. Gayungan Village is one of the Village Offices in Surabaya City that implements innovative electronic-based administrative services as a means of managing population administration. Klampid New Generation, which is an online-based application page that can be a solution to problems related to the complicated and lengthy process of managing population documents as a result of the poor performance of public services. In this study, an analysis of the level of effectiveness and efficiency of the use of KNG as a form of improving public services, especially in the Gayungan Village, Surabaya City, was carried out from the many requests submitted and an analysis of the performance of public services was also carried out based on the use of e-government. Using qualitative methods and direct observation based on existing services in the Gayungan Village within a period of four months. The results of this study are that Klampid New Generation as a population administration management service can be said to be successful in its implementation including effectiveness and efficiency in Gayungan Village.

A Bibliometric Analysis in Public Services Performance in Malaysia and China

A Bibliometric Analysis in Public Services Performance in Malaysia and China

UPAYA PENINGKATAN KINERJA PELAYANAN PUBLIK DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KOTA MAGELANG

The Department of Population and Civil Registration (Disdukcapil) of Magelang City is one of the public service providers that strive to provide excellent service to the community. However, the performance of public services in the Disdukcapil of Magelang City still appears various problems and complaints. The purpose of this study was to identify the public factors that caused the performance of services in the Disdukcapil of Magelang City to not meet the established standards and to formulate efforts to improve the performance of public services in the Disdukcapil of Magelang City. This type of research is descriptive with a qualitative approach. The measurement of public service performance is based on four indicators consisting of work performance, expertise, behavior, and leadership. Data were collected through observation, interview, and documentation techniques. Data analysis through the stages of data collection, data reduction, data presentation, and concluding. The results of the study can be seen that the performance of public services in the Disdukcapil of Magelang City from the aspect of achievement, expertise, behavior, and leadership has shown good results. However, in the service, there are still various problems and complaints. This is due to 2 (two) factors, namely internal factors, and external factors. The efforts to improve the performance of public services include improving the quality and behavior of government officials, creating public service policies that are not too procedural and convoluted, and adding facilities and infrastructure.

Work motivation as a strategic development tool for the Greek forest service departments: Evidence from the region of Macedonia and Thrace

Attaining objectives might be difficult for the Greek Public Administration, which makes it essential to use for effective motivational tactics to raise staff performance and for realization of the organization's mission. It is considered that the public sector's human resources are its most valuable asset, it is deemed essential to motivate employees based on their unique qualities. Hence, the purpose of this work is to justify the factors that contribute to the commitment and improvement of the employees’ performance occupied in the Greek Forest Services of Macedonia-Thrace Region. All employees of the aforementioned services were asked to complete a questionnaire with the intention of learning more about what drives them, which is crucial information for academics and policymakers alike. From the results of the research emerged, that the most important motivational factor is the employees’ need to work for the common good and be part of an important vision. The ability to take initiative and participate in decision-making, the recognition of employee’s contributions and feedback on the results of their work, the recognition of their needs as parents and as individuals, and the fact that their department's management and their co-workers value them as people are all significant motivating factors. The aforementioned findings provide Greek policymakers with an effective instrument for enhancing the performance of public services.

Does participatory budgeting improve public service performance? Evidence from New York City

ABSTRACT Service performance is a main concern in public administration. This study uses the staggered adoption of participatory budgeting in New York City to test the hypothesis that participatory budgeting improves service performance, indicated by fewer 311 complaint rates. It applies the difference-in-differences estimator that is robust to heterogeneous treatment effects across groups and over time and finds that participatory budgeting declines the total complaint rates, which implies an improvement in public service performance. However, there is no evidence that participatory budgeting affects more specific types of complaints such as school maintenance, potholes, and new trees.

Employee Performance in Public Services: Study at the Ranomeeto district office, South Konawe Regency

Pegawai Kantor Camat Ranomeeto Kabupaten Konawe Selatan merupakan salah satu unsur penentu jalan roda penyelenggaran pelayanan publik, dalam pemerintahan kecamatan. Oleh karena itu, pegawai dalam hal ini sebagai birokrat pemerintah dituntut untuk selalu menunjukkan kinerja baik. Penelitian ini bertujuan untuk mengetahui kinerja pegawai dalam pelayanan publik. Metode Penelitian dengan menggunakan pendekatan deskriptif kualitatif, teknik analisa data menggunakan model interaktif, teknik pengumpulan data melalui observasi, wawancara dan dokumentasi. Hasil penelitian menunjukkan bahwa kinerja pegawai pada Kantor Camat Ranomeeto Kabupaten Konawe Selatan dalam penyelenggaraan pelayanan publik telah mencapai kinerja pegawai yang baik.