Improving Public Service Quality from an Internal Perspective: The Role of Process Management, Continuous Improvement, and Service Standardization in Local Government

Hulawa Theresia Waileruny; Evelin Watumlawar; Hadinda

doi:10.59890/ijmbi.v4i2.397

Authors

Hulawa Theresia Waileruny Pattimura University
Evelin Watumlawar Pattimura University
Hadinda Pattimura University

DOI:

https://doi.org/10.59890/ijmbi.v4i2.397

Keywords:

Process Management, Continuous Improvement, Service Standardization, Public Service Quality, Local Government

Abstract

This study examines the effect of Process Management, Continuous Improvement, and Service Standardization on Perceived Public Service Quality from an internal perspective. The research adopts a quantitative approach using a cross-sectional survey of 111 civil servants working in public service units within local government agencies in Ambon City, Indonesia. Data were collected through structured questionnaires and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings reveal that Process Management, Continuous Improvement, and Service Standardization each have a positive and significant effect on Perceived Public Service Quality. Among these, Service Standardization demonstrates the strongest influence. Furthermore, the combined effect of these practices explains a substantial proportion of variance in PPSQ (R² = 0.945), indicating that service quality is best understood as an outcome of an integrated quality management system. This study contributes to the Total Quality Management literature by positioning service quality as an internally driven construct and highlighting the systemic interaction of core Total Quality Management practices in public sector organizations.

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