Enhancing Public Service Quality through Servant Leadership, Employee Competence, and Self-Efficacy
Keywords:
Employee Competence, Public Service Quality, Servant Leadership, Self-Efficacy.Abstract
This study aims to examine and explain the improvement of public service quality based on servant leadership, employee competence, and self-efficacy, both simultaneously and partially. The study adopts a quantitative approach within a positivist paradigm. Data were collected cross-sectionally using questionnaires distributed to all 38 employees at the Lasalimu District Office. Multivariate regression analysis was employed as the main analytical technique. The results show that servant leadership, employee competence, and self-efficacy simultaneously have a positive and significant effect on service quality. Partially, servant leadership has a positive and significant effect on service quality; employee competence also has a positive and significant effect; and self-efficacy positively and significantly influences public service quality. These findings indicate that stronger servant leadership, higher employee competence, and greater self-efficacy are associated with improved employee service quality, reflected in service requirements; systems, mechanisms, and procedures; completion time; service fees/tariffs; service product specifications; implementer behavior; complaint, suggestion, and feedback handling; and facilities and infrastructure.
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This work is licensed under a Creative Commons Attribution 4.0 International License.
