Service quality mediates the influence of competency and organizational commitment on the performance of Indragiri Hulu regency health service employees

This study employs the dynamic capabilities view as a theoretical perspective to empirically investigate the role of service quality as a moderator in influencing competence and organizational commitment on the health service civil servants’ performance. The research respondents consisted of 217 civil servants from the health service in Indragiri Hulu Regency, Riau, Indonesia. The data was processed using Structural Equation Modeling (SEM) PLS. This study proposes service quality as a strategy to improve the civil servants’ performance. The research results reveal that competence and organizational commitment influence the performance of civil servants and service quality plays a moderating role in improving the performance of health service employees. These results strengthen the dynamic capabilities view where public sector employees, in this case health service employees, who have high competence and commitment, and are strengthened by good service quality, can develop dynamic capabilities that encourage increased employee performance.