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All Journal JPSI (Journal of Public Sector Innovations) Jejaring Administrasi Publik (JAP)
Legas, Abreham
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Humanities Education Environmental Science Social Sciences

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Innovating Public Service Quality Assessment: A Contextual Validation of Gronroos's Model in Ethiopia Legas, Abreham; Abagissa, Jemal
JPSI (Journal of Public Sector Innovations) Vol. 10 No. 1 (2025): November 2025
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/jpsi.v10n1.p13-26

Abstract

In the domain of public sector service quality research, scholarly attention has traditionally placed greater emphasis on the functional dimensions of service delivery, often at the expense of adequately examining technical quality and image, two elements that play a particularly pivotal role within the governance contexts of emerging economies. This study responds to this limitation by proposing and empirically validating an innovative and context-sensitive adaptation of Grönroos’s three-dimensional service quality model. Based on a survey of 384 public service users in Ethiopia, the findings show that functional quality, technical quality, and organizational image are distinct yet interrelated factors that jointly shape citizens’ perceptions of overall service quality and satisfaction. The core innovative contribution of the study lies in the contextual validation and extension of the model, offering a more comprehensive analytical framework that expands the traditionally narrow focus on functionality to systematically include governance critical dimensions such as technical competence and institutional reputation. This innovative framework serves as a robust and reliable analytical tool for assessing public services in institutional environments characterized by low trust and limited capacity. Moreover, the study puts forward three strategically oriented managerial innovations for reform: the development of integrated training programs that simultaneously build technical expertise and citizen-oriented service skills; the explicit embedding of governance principles, including equity and transparency, into service delivery processes; and the systematic enhancement of institutional legitimacy through stronger accountability and participatory feedback mechanisms. Together, these insights provide a practical and innovative roadmap for transforming public administration and rebuilding citizen trust across diverse emerging economy contexts
Managerial Leadership and Public Service Quality: Service Behavior as a Mediator, Evidence from Ethiopia Legas, Abreham; Abagissa, Jemal
Jejaring Administrasi Publik Vol. 17 No. 2 (2025): Jejaring Administrasi Publik
Publisher : Universitas Airlangga

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20473/jap.v17i2.80427

Abstract

With rising public expectations for accountability and citizen-oriented services, improving public service quality (PSQ) remains a critical challenge for government organizations. Addressing this challenge requires a deeper understanding of how internal leadership practices translate into external service outcomes. This study investigates the behavioral pathways through which managerial leadership (ML) impacts PSQ, focusing on employee service behavior (SB) as a mediating mechanism. Anchored in behavioral leadership theory and the leader–member exchange (LMX) framework, the research employs a quantitative design with survey data from 768 public service employees and service users in Ethiopia. Using structural equation modeling (SEM), the study finds that the integration of task-focused managerial practices and relationship-oriented leadership behaviors substantially enhances service quality. Leaders who set clear roles and goals, monitor performance, and simultaneously inspire, empower, and support employees strengthen perceptions of reliability, responsiveness, and trustworthiness in public institutions. The findings advance the argument that an integrative leadership approach, blending the administrative precision of management with the motivational and relational strengths of leadership, constitutes a powerful lever for promoting PSQ. This study not only contributes to the growing body of knowledge on the leadership–service quality nexus but also provides actionable insights for public managers seeking to meet growing citizen demands through hybrid leadership strategies. Keywords: managerial leadership, public service quality, service behavior, behavioral theory of leadership, leader-member exchange theory, service-oriented leadership
Co-Authors Abagissa, Jemal