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http://dx.doi.org/10.13106/jafeb.2022.vol9.no5.0345

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

ALFANSI, Lizar (Graduate School of Management, Faculty of Economics and Business, University of Bengkulu)
ATMAJA, Ferry Tema (Department of Management, Faculty of Economics and Business, University of Bengkulu)
SAPUTRA, Fachri Eka (Department of Management, Faculty of Economics and Business, University of Bengkulu)
Publication Information
The Journal of Asian Finance, Economics and Business / v.9, no.5, 2022 , pp. 345-354 More about this Journal
Abstract
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: technology-service 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.
Keywords
Service Orientation; Organizational Performance; Public Sector; Indonesia;
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