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

Document Type: Research Paper

Author

Department of State Management, Islamic Azad University, Sirjan Branch, Sirjan, Iran & National University of Tajikistan, Dushanbe, Tajikistan

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.

Keywords

Main Subjects


Article Title [Persian]

رابطة انگیزة خدمت عمومی (PSM)، رفتار شهروندی سازمانی و کیفیت خدمات در کارکنان سازمان‌های دولتی تاجیکستانن

Author [Persian]

  • لی لی فردوسی پور
گروه مدیریت دولتی، دانشگاه آزاد سلامی واحد سیرجان، سیرجان، ایران و دانشگاه ملی تاجیکستان، دوشنبه، تاجیکستان
Abstract [Persian]

یکی از نظریه‌های انگیزشی که باور ارزش‌ها و نگرش‌هایی فراتر از منافع شخصی و سازمانی را تعریف می­کند، الگوی انگیزة خدمت عمومی (PSM) و عبارت است از درک تمایل افراد از منافع عمومی. اگر با رفتار شهروندی سازمانی که اختیاری است همگام شود، اثربخشی خود را در بهبود کیفیت خدمات نمایان می‌سازد. این مقاله، با هدف بررسی انگیزة خدمت عمومی (PSM)، رفتار شهروندی سازمانی با کیفیت خدمات، به بررسی متون نظری و آزمون فرضیه­های تحقیق می‌پردازد. در این پیمایش، برای انتخاب نمونه از جامعة آماری وزارتخانه‌های جمهوری تاجیکستان، تعداد 306 نفر از کارکنان و 384 نفر از مشتریان سازمان‌های دولتی تاجیکستان به روش طبقه‌ای تصادفی انتخاب شدند. تجزیه‌وتحلیل داده­ها با نرم‌افزار 18 SPSS در دو سطح آمار توصیفی و استنباطی انجام شد. با استفاده از روش توصیفی از نوع همبستگی، از آزمون آماری پارامتری رگرسیون چند متغیره استفاده و مدل مفهومی تحقیق تهیه شد. یافته‌های به‌دست آمده از این تحقیق حاکی از وجود رابطة انگیزة خدمت عمومی، رفتار شهروندی سازمانی با کیفیت خدمات در سازمان­های دولتی تاجیکستان است.

Keywords [Persian]

  • انگیزۀ خدمت عمومی
  • رفتار شهروندی سازمانی
  • سازمان‌های دولتی
  • کیفیت خدمات
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