THE MEDIATING ROLE OF PUBLIC TRUST IN IMPROVING SERVICE QUALITY THROUGH SERVANT LEADERSHIP IN LOCAL GOVERNMENTS

Abstract

This study aims to examine the role of servant leadership in fostering public trust and enhancing the quality of public services within local government administration. Employing a quantitative approach with 272 respondents selected through accidental sampling, the study reveals that the implementation of servant leadership has a significant impact on public trust and service quality. Key dimensions of servant leadership, such as empathy, active listening, and a commitment to individual growth, promote transparency, integrity, and leadership competence, which in turn improve the quality of public service delivery. Public trust functions as a mediator, strengthening the relationship between servant leadership and public service performance. Additionally, the study identifies both enabling and constraining factors in the implementation of servant leadership and offers recommendations to encourage its adoption in the public sector. These findings contribute to theoretical and practical advancements, particularly by highlighting the importance of service-oriented leadership styles in addressing the evolving needs of contemporary society.