Improving Customer Satisfaction: What Motivates Public Service Employees?

Public service workers play a crucial role in customer satisfaction, but in many developing countries, this isn't always achieved. Governments have tried to enhance public service delivery, yet the results haven't been impressive. This calls for a deeper understanding of what drives employees to perform better. The Theory of Planned Behavior was used to examine what influences employees' intentions to resolve customer issues promptly and serve them fairly. Surveys were collected from 188 employees across 12 different organizations. The majority (88. 8%) wanted to treat customers fairly, while 66. 5% aimed to solve issues within the required time.

Employees generally had a positive attitude and felt in control of their behavior but were less influenced by what others thought (subjective norms). Attitude significantly influenced the intention to treat customers fairly, while subjective norms actually hindered the intention to resolve issues quickly. To boost employee intentions towards customer satisfaction, programs should mainly focus on improving their attitudes and secondarily on enhancing their subjective norms.

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