The relationship among public service motivation, Civic-organizational behavior (obc), and service quality

Abstract

As one of the motivational theories which define both values and attitudes beyond personal as well as organizational benefits, Public Service Motivation (PSM) model aims to underscore the appreciation of individuals with regard to public interests. If PSM pattern being optional is synchronized with civic-organizational behavior, its effectiveness is manifested in improving service quality. The current study aims to investigate PSM model and civic-organizational behavior with respect to service quality. In addition, the background theoretical literature and the research hypotheses are scrutinized. The participants of the study consist of 306 employees of the Republic of Tajikistan's ministry and 384 customers of Tajikistan's governmental organizations who were selected with stratified-random sampling method. In order to analyze the data after the questionnaires' distribution phase, SPSS 18 software was run at two levels of descriptive and inferential statistics. The descriptive approach of correlation Parametric Regression of multi-variables was utilized in this study. The results of the current research indicate that there is a significant relationship between PSM pattern and civic-organizational behavior with respect to service quality. Hence, providing sufficient services through hiring highly-motivated employees for public services significantly increases public trust with regard to the government as the source of providing high-quality services.

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