Building Public Trust through Service Quality Based on Leadership and Organizational Culture

Abstract

The purpose of this study is to identify the building of public trust through service quality based on leadership and organizational culture in the offices of regional government in the city of Palu, Sulawesi Tengah. The sampling technique used was simple random sampling, but because this study used Structural Equation Modeling analysis, the number of samples was 200 respondents. The study results indicated the following: (1) leadership style directly affects service quality, (2) organizational culture directly affects service quality, (3) leadership style directly affects trust, (4) organizational culture directly affects trust, and (5) service quality directly affects trust. Based on these findings, it may be concluded that any change or variation in the public trust was affected by leadership style, organizational culture, and service quality. This research results in a new model of the relationships among leadership style, organizational culture, and service quality that should be included in the strategic planning of human resources development to increase the public trust; however, the model can be used by governments and other organizations to increase the public trust by considering variables used in this research.