Strengthening Service Performance in Indonesian Public Sector
Quality service has become increasingly important in the public sector. Government services and their quality requirements are developing in response to changes in customers’ needs and expectations. The primary objective of the research was to strengthen public sector performance. It used a sustaina...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Bina Nusantara University
2022-03-01
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| Series: | Binus Business Review |
| Subjects: | |
| Online Access: | https://journal.binus.ac.id/index.php/BBR/article/view/7946 |
| _version_ | 1797761075595182080 |
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| author | Aninda Rahmasari Maria Grace Herlina Dicky Hida Syahchari |
| author_facet | Aninda Rahmasari Maria Grace Herlina Dicky Hida Syahchari |
| author_sort | Aninda Rahmasari |
| collection | DOAJ |
| description | Quality service has become increasingly important in the public sector. Government services and their quality requirements are developing in response to changes in customers’ needs and expectations. The primary objective of the research was to strengthen public sector performance. It used a sustainable service view by examining professional public service as a mediating variable of service-oriented competence, socio-emotional ability, and workplace spirituality on sustainable service performance in Indonesia. A structured questionnaire was sent to public sector employees using a non-probability sampling method with convenience sampling. The Structural Equation Modeling (SEM) was used to test the research hypotheses using the SmartPLS version 3.2.9. After assessing the measurement model, the results show that service-oriented competence, socio-emotional ability, and workplace spirituality affect sustainable service performance significantly. Furthermore, the professional public service strengthens the relationship of service-oriented competence, socio-emotional ability, and workplace spirituality on sustainable service performance. It also implies a novel result by demonstrating that professional public service can mediate service-oriented competence, socio-emotional ability, and workplace spirituality toward sustainable service performance. Although hard skills are essential for knowledge of service-oriented competence, the research findings show that soft skills, particularly socio-emotional ability, will assure the public sector’s sustainable service performance. Therefore, soft skill development is very important for enhancing socio-emotional abilities. |
| first_indexed | 2024-03-12T19:07:44Z |
| format | Article |
| id | doaj.art-f293d7dbac9e419fb6719a8ae64b1926 |
| institution | Directory Open Access Journal |
| issn | 2087-1228 2476-9053 |
| language | English |
| last_indexed | 2024-03-12T19:07:44Z |
| publishDate | 2022-03-01 |
| publisher | Bina Nusantara University |
| record_format | Article |
| series | Binus Business Review |
| spelling | doaj.art-f293d7dbac9e419fb6719a8ae64b19262023-08-02T06:10:30ZengBina Nusantara UniversityBinus Business Review2087-12282476-90532022-03-0113110911710.21512/bbr.v13i1.79467020Strengthening Service Performance in Indonesian Public SectorAninda Rahmasari0Maria Grace Herlina1Dicky Hida Syahchari2Bina Nusantara UniversityBina Nusantara UniversityBina Nusantara UniversityQuality service has become increasingly important in the public sector. Government services and their quality requirements are developing in response to changes in customers’ needs and expectations. The primary objective of the research was to strengthen public sector performance. It used a sustainable service view by examining professional public service as a mediating variable of service-oriented competence, socio-emotional ability, and workplace spirituality on sustainable service performance in Indonesia. A structured questionnaire was sent to public sector employees using a non-probability sampling method with convenience sampling. The Structural Equation Modeling (SEM) was used to test the research hypotheses using the SmartPLS version 3.2.9. After assessing the measurement model, the results show that service-oriented competence, socio-emotional ability, and workplace spirituality affect sustainable service performance significantly. Furthermore, the professional public service strengthens the relationship of service-oriented competence, socio-emotional ability, and workplace spirituality on sustainable service performance. It also implies a novel result by demonstrating that professional public service can mediate service-oriented competence, socio-emotional ability, and workplace spirituality toward sustainable service performance. Although hard skills are essential for knowledge of service-oriented competence, the research findings show that soft skills, particularly socio-emotional ability, will assure the public sector’s sustainable service performance. Therefore, soft skill development is very important for enhancing socio-emotional abilities.https://journal.binus.ac.id/index.php/BBR/article/view/7946service performanceindonesian public sectorservice-oriented competencesocio-emotional abilityworkplace spirituality |
| spellingShingle | Aninda Rahmasari Maria Grace Herlina Dicky Hida Syahchari Strengthening Service Performance in Indonesian Public Sector Binus Business Review service performance indonesian public sector service-oriented competence socio-emotional ability workplace spirituality |
| title | Strengthening Service Performance in Indonesian Public Sector |
| title_full | Strengthening Service Performance in Indonesian Public Sector |
| title_fullStr | Strengthening Service Performance in Indonesian Public Sector |
| title_full_unstemmed | Strengthening Service Performance in Indonesian Public Sector |
| title_short | Strengthening Service Performance in Indonesian Public Sector |
| title_sort | strengthening service performance in indonesian public sector |
| topic | service performance indonesian public sector service-oriented competence socio-emotional ability workplace spirituality |
| url | https://journal.binus.ac.id/index.php/BBR/article/view/7946 |
| work_keys_str_mv | AT anindarahmasari strengtheningserviceperformanceinindonesianpublicsector AT mariagraceherlina strengtheningserviceperformanceinindonesianpublicsector AT dickyhidasyahchari strengtheningserviceperformanceinindonesianpublicsector |