The mediating effect of public satisfaction on the relationship between service quality and public loyalty in the Jordanian Ministry of Water and Irrigation

Abstract

Public sectors, especially in developing countries, face particular complexities in achieving and measuring the quality of service. Therefore, this study aimed to examine the mediating effect of public satisfaction on the relationship between service quality and public loyalty in the Jordanian Ministry of Water and Irrigation. The survey questionnaire was gathered from 378 citizens who review departments of the Jordanian Ministry of Water and Irrigation. The results of this study indicated that there is a relationship between service quality and public loyalty in the Jordanian Ministry of Water and Irrigation. The results indicated also that there is a relationship between service quality and public satisfaction in the Jordanian Ministry of Water and Irrigation. Moreover, the results indicated that there is a relationship between public satisfaction and public loyalty in the Jordanian Ministry of Water and Irrigation. Regarding mediating effect, the results of this study show that public satisfaction mediated the relationship between service quality and public loyalty, from the perspective of citizens who review departments of the Jordan Ministry of Water and Irrigation. The current study recommends decision-makers and managers in the Jordanian ministry of water and irrigation take the necessary steps to increase the level of satisfaction for citizens through increased attention to service quality that suits the needs and aspirations of these citizens.