Empirical investigation of public service performance improvement factors

• Autorzy: Imran Muhammad , Robina Ramírez Rafael , Awais Hafiz Muhammad

Identyfikatory

DOI

10.17512/pjms.2022.26.2.12

Warianty tytułu

PL

Badanie empiryczne czynników poprawy wydajności służb publicznych

• Języki publikacji: EN

Abstrakty

EN

Public organizations in developing countries are losing public trust due to the weak delivery of community services. The main concern of the countries is to seek ways to meet public expectations regarding the effective and efficient delivery of public department services. The past research revealed the multiple factors that could improve public department service performance. In this regard, the current study will see the contribution of factors, such as organizational culture, organizational structure, digital transformation, and service innovation, in the service performance of public departments of developing countries like Pakistan. The partial least squares structural equation modeling (PLS-SEM) was used to analyze the 382 survey responses data. However, the finding of the study revealed the moderating role of digital transformation and service innovation on the relationship between organizational structure, organizational culture and service performance. Furthermore, the current study found an insignificant relationship between organizational structure and service performance; on the other hand, organisational culture significantly impacts service performance. However, the findings of this study stated that digital transformation strategy, service innovation and organizational culture are important variables for employee service performance in the Motorway Police of Pakistan.

PL

Organizacje publiczne w krajach rozwijających się tracą zaufanie społeczne z powodu słabego świadczenia usług społecznych. Głównym problemem tych krajów jest poszukiwanie sposobów na spełnienie oczekiwań społecznych dotyczących skutecznego i wydajnego świadczenia usług przez urzędy publicznye. Dotychczasowe badania ujawniły wiele czynników, które mogą poprawić wydajność usług publicznych. W związku z tym obecne badanie będzie dotyczyć wpływu czynników, takich jak kultura organizacyjna, struktura organizacyjna, transformacja cyfrowa i innowacje usług, na wydajność usług departamentów publicznych krajów rozwijających się, takich jak Pakistan. Modelowanie równań strukturalnych metodą cząstkowych najmniejszych kwadratów (PLS-SEM) zostały wykorzystane do analizy danych z 382 odpowiedzi na ankiety. Wyniki badania ujawniły jednak moderującą rolę transformacji cyfrowej i innowacji usługowych w relacji między strukturą organizacyjną, kulturą organizacyjną i wydajnością usług. Ponadto w obecnym badaniu wykazało nieistotny związek między strukturą organizacyjną a wydajnością usług; z drugiej strony kultura organizacyjna znacząco wpływa na wydajność usług. Jednak wyniki tego badania wykazały, że strategia transformacji cyfrowej, innowacje w usługach i kultura organizacyjna są ważnymi zmiennymi wpływającymi na wydajność usług pracowników w Policji Autostradowej w Pakistanie.

Słowa kluczowe

EN

digital transformation; service innovation; organizational culture; organizational structure; service performance

PL

transformacja cyfrowa; innowacje usługowe; kultura organizacyjna; struktura organizacyjna; wydajność serwisu

• Wydawca: Czestochowa University of Technology
• Czasopismo: Polish Journal of Management Studies
• Rocznik: 2022
• Tom: Vol. 26, No. 2
• Strony: 189--208
• Opis fizyczny: Bibliogr. 52 poz., tab.

Twórcy

autor

Imran Muhammad

• PhD, International Senior Lecturer, School of Business Management, University Utara Malaysia; Assistant Professor, Department of Project and Operations Management, The Islamia University of Bahawalpur, Pakistan; Postdoctoral, Faculty of Faculty of Applied Science and Humanities, Universiti Malaysia Perlis (UniMAP), Kangar Perlis, Malaysia

• https://orcid.org/0000-0001-7126-2831

autor

Robina Ramírez Rafael

• Business Management and Sociology, Department, University of Extremadura, Spain

• https://orcid.org/0000-0002-7117-8645

autor

Awais Hafiz Muhammad

• Master Scholar, Institute of Business Management and Administrative Sciences, The Islamia University of Bahawalpur, Pakistan

• https://orcid.org/0000-0003-3111-4548

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Uwagi

Opracowanie rekordu ze środków MEiN, umowa nr SONP/SP/546092/2022 w ramach programu "Społeczna odpowiedzialność nauki" - moduł: Popularyzacja nauki i promocja sportu (2022-2023).