Individual Characteristics and Job Characteristics: Their Implications for the Quality of Public Services through Motivation and Work Experience Variables (Study on Samarinda City Public Service Mall)

This study aims to analyze the relationship between individual characteristics, job characteristics, motivation, and work experience on the quality of public services implemented at the Samarinda City Public Service Mall. With a quantitative approach and SEM-PLS analysis, this study found that individual characteristics such as age, education level, and work experience play an important role as a foundation in determining the quality of public services, while job characteristics, such as autonomy, skill variety, and feedback, have a significant influence on motivation and service quality. Meanwhile, work motivation plays a key role in linking individual and job characteristics with the quality of public services and work experience also plays a key role in linking individual and job characteristics with the quality of public services. Motivation and work experience act as partial mediators that strengthen the relationship between these variables. The results show the importance of good job design and human resource development to improve the quality of public services.