Examining the Maintenance Culture of Public Sector Property and Its Impact on Service Delivery: A PLS-SEM Approach

Abstract

The study innovatively investigates the relationship between maintenance culture, resource allocation, employee engagement, public perception and trust, and service delivery in the public sector. The study uncovers the interplay between these factors and their impact on service delivery outcomes. To achieve such outcomes, we utilize a structured questionnaire to assess variables related to maintenance culture, resource allocation, employee engagement, public perception and trust, and service delivery. Data were collected from a sample of public sector employees and stakeholders, which was then subjected to rigorous statistical analysis. The research employs a range of statistical techniques to investigate correlations, direct and mediating effects, and construct reliability. Inarguably, the use of a survey instrument and statistical analysis allowed for the quantitative assessment of the research hypotheses. The findings reveal significant correlations between maintenance culture, resource allocation, employee engagement, public perception and trust, and service delivery. It identifies employee engagement, public perception and trust as mediating variables that play crucial roles in influencing service delivery outcomes. The findings provide distinctive insights into the complex dynamics of service delivery in the public sector, emphasizing the importance of resource allocation, employee engagement, and public relations efforts. Our research contributes to the field by examining the relationships among maintenance culture, resource allocation, employee engagement, public perception and trust, and service delivery in the specific context of the public sector. It introduces the mediating roles of employee engagement and public perception and trust, adding a novel dimension to our understanding of service delivery dynamics. The study's originality lies in its empirical investigation of these complex interactions, shedding light on the factors that influence service delivery outcomes in public organizations.