The impact of service quality and trust on public loyalty in the Jordanian Ministry of Water and Irrigation

Abstract

This study aimed to examine the impact of service quality and trust on 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 study used the software SmartPLS (version 3.3.2) to test the study hypotheses. The results of this study indicated that service quality had a positive direct effect on public loyalty. Moreover, the results of this study indicated that trust had a positive direct effect on public loyalty. Regarding moderating effect, the results of the current study indicated that trust did not moderate the relationship between service quality and public loyalty. This study recommends the decision-makers and managers in the Jordanian ministry of water and irrigation provide a good service quality that suits the needs and aspirations of the citizens. Future studies may apply the model of the current study in other sectors and organizations such as the banking sector or industrial sector.