| dc.description.abstract | 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. | en_US |
