Organization Transparency and Public Service Quality During Pandemic

Suasa Suasa(1), Mustainah Mappatoba(2), Muhammad Ahsan Samad(3),

DOI: https://doi.org/10.15294/ipsr.v8i3.44630


(1) Universitas Tadulako, Indonesia
(2) Universitas Tadulako, Indonesia
(3) Universitas Kebangsaan Malaysia, Malaysia

Abstract

The paper aims to test a theoretical model that states the effect of organizational transparency and negative emotions on the quality of service in handling COVID-19. The study focuses on Palu City Social Service and Health Service as government organizations that have contributed most to handling the COVID-19 pandemic in serving public needs..  Research methods used in this study include descriptive data analysis, bivariate correlation, confirmatory factor analysis (CFA), and regression . The study also involves a theoretical model that tests the effect of organizational transparency and negative emotions on the quality of service in handling COVID-19. Overall, this article uses a combination of quantitative research methods to analyze the impact of organizational transparency on public service quality during a crisis like COVID-19.The study found that transparency has a significant positive impact on service quality in handling COVID-19. The analysis indicates that the handling of COVID-19 in Palu City is in accordance with the policies set by the central government and local governments.

Keywords

COVID-19 pandemic, government organizations, organizational transparency, public service quality, uncertainty management process.

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