The Influence of Motivation on Quality Service Delivery in Decentralised Indonesia

Eddy Soeryanto Soegoto


In this study, the authors sought to examine the relationship between motivation and quality service delivery in a decentralised Indonesia. In an effort to have fair findings, a sample of the study was obtained from 102 local government service delivery recipients. The selected samples included department heads whose sectors became units of inquiry and analysis. During the data collection process, questionnaires were used and data analysis entailed running correlations
and regressing motivation practices on quality service delivery. The results have shown that motivational practices positively and significantly predict quality service delivery in a decentralised Indonesia. Besides, the results also revealed that motivation positively and significantly influences quality service delivery in districts found in the West Java Province,
especially, Bandung city.


service delivery; motivation; managing motivation; decentralised Indonesia

Full Text:



Amaanda, M.N. (2011). The Impact of Employees' Motivation and Empowerment on Delivering Service Quality to Enhance Customer Satisfaction: Case Company X. Degree Programme in Business Management Thesis, March, 2011, Laurea University of Applied Sciences, Laurea Leppävaara. See .

Amin, M. E. (2004). Foundations of statistical inference for social research. Kampala, Makerere Printery.

Barnet, T and Simmering, M. (cited on 4th August, 2017). Motivation and Motivation Theory. See .

Burton, K. (2012). A Study of Motivation: How to Get Your Employees Moving, SPEA Honors Thesis Spring 2012, Indiana University. See .

Bussiness dictionary. (4th August, 2017). Decentralization: Definition. See .

Cofer, C. N and Appley, M. H. (1964). Motivation: Theory and Research. Wiley, New York.

Deci, E. L. (1971). Effects of externally mediated rewards on intrinsic motivation. Journal of Personality and Social Psychology, 18, 105–115.

Deci, E. L. (1975). Intrinsic motivation. New York: Plenum.

Herzberg, F., Mausner, B., & Snyderman, B. B. (2011). The Motivation to Work. NEw Brunswick: Transaction Publisher.

Hadi, R., Wahyudin, U., Ardiwinata S. J., and Abdu, J. W. (2015). Education and microfinance: an alternative approach to the empowerment of the poor people in Indonesia, SpringerPlus (2015) 4:244, DOI 10.1186/s40064-015-0995-6.

Kasper,H., Helsdingen P. V.,and Gabbott, M. (2006). Services Marketing Management: A Strategic Perspective, 2nd Edition. Wiley.

Kurtz D.L. and Clow K.E. (1998), Services marketing, John Wiley & Sons, New York.

Maslow, H. A. (1954). Motivation Personality. England: Harper & Row, Publishers, Inc.

Milakovich, E. M. (1995), “Improvingservice quality, ”StLucie Press, Delray Beach, FL

Ryan M. R and Deci L. E. (2000). Intrinsic and Extrinsic Motivations: Classic Definitions and New Directions, Contemporary Educational Psychology, 25, 54–67 (2000) doi:10.1006/ceps.1999.1020. See .

Ryan, R. M. (1995). Psychological needs and the facilitation of integrative processes. Journal of Personality, 63, 397–42.

Sansone, C and Harackiewicz, J. (2000).Intrinsic and Extrinsic Motivation, 1st Edition: The Search for Optimal Motivation and Performance. Academic Press.

Schneider, B., and Alderfer, C. P. (1973). Three studies of measures of need satisfaction in organizations. Administrative Science Quarterly, 18, 489-505.

Seligman, M. (1975). Helplessness: On depression, development, and death . San Francisco: W. H. Freeman.

Steers, R. M., Lyman W. P, and Gregory A. B. (1996) Motivation and Leadership at Work. 6th ed. New York: McGraw-Hill.

Wahba, M. A. , and House, R. J. (1974). Expectancy theory in work and motivation: Some logical and methodological issues. Human Relations, March, 1974.

White, R. W. (1959). Motivation reconsidered. Psychological Review, 66, 297–333.

Wamaungo, A. J. (2011). Community Participation in the Development of Nonformal Education Programmes in Community Learning Centre. Submitted to Sekolah Pascasarjana, Universitas Pendidikan Indonesia, May 5, 2011.

Zeithaml,V A., Berry, L.L and Parasuraman A. (1996). The Behavioral Consequences of Service Quality, Journal of Marketing, Vol. 60, No. 2 (Apr., 1996), pp. 31-46.DOI: 10.2307/125192: American Marketing Association



  • There are currently no refbacks.

Copyright (c) 2017 Jurnal Bisnis dan Manajemen

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.