Impact of cultural behavior of civil servants on citizens’ satisfaction with public services: a survey on licensing services of Indonesian local government agencies
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The low level of citizens’ satisfaction in obtaining public services is caused by the cultural behavior of government employees. Therefore, many governments in developing countries have been reforming the organizational cultures to improve performance in providing services. This study evaluates influence of the cultural aspects of the public servants reform program on the citizens’ satisfaction in obtaining services. Through a survey of citizens who received services in four regencies and a city in Yogyakarta, Indonesia, this study found that cultural aspects of the public servant behavior that affect people's satisfaction, from the highest to the lowest levels, are “obey social norms”, “keeping harmony”, “empathy attitude”, “strong ties to the community”, and “cooperative attitude”, respectively. In order to improve employee performance and citizens’ satisfaction with the public services, government officials must focus and pay more attention to the cultural aspects.