ENHANCING PUBLIC SERVICE MOTIVATION: INSIGHTS FROM CIVIL SERVICE PRACTICES IN GORONTALO CITY, INDONESIA

Abstract This study investigates Public Service Motivation (PSM) among civil servants in Gorontalo City, Indonesia, focusing on its dimensions, organizational influences, and implications for public service delivery. The research aims to explore how PSM affects service quality in key institutions, including the Investment and Integrated One-Stop Service Office (DPM-PTSP), the Civil Registry Office (DUKCAPIL), and the One-Stop Administration System (SAMSAT). Using a qualitative descriptive approach, data were collected through observations, semi-structured interviews, and document analysis, providing comprehensive insights into the motivations and challenges faced by public servants. The findings reveal strong intrinsic motivations among civil servants, driven by their commitment to public interest, empathy, and self-sacrifice. However, these motivations are constrained by hierarchical bureaucratic structures, resource limitations, and inconsistent service protocols. Cultural and religious values significantly shape PSM, highlighting the potential for alignment between institutional frameworks and local socio-cultural contexts. Organizational factors such as inadequate staffing, limited decision-making autonomy, and outdated infrastructure were identified as barriers to optimal performance. This study underscores the need for targeted interventions to enhance PSM, including capacity-building programs, participatory governance practices, and technological upgrades. By addressing these challenges, public institutions can foster a motivated workforce, ultimately improving service quality and citizen satisfaction. These findings contribute to the growing discourse on PSM in developing countries and provide actionable insights for public administration reform.