| Abstract [eng] |
The relevance of the topic. In Lithuania, as also in many European countries, carrying out public service reforms there are attempts not only to reduce the costs for this sector, to increase operational efficiency, but also is paid attention to the quality of services and orientation to customers. The main objective of public sector organizations is the provision of quality services, so it is very important that motivated civil servants should work in this sector, because in such way are represented the country's internal processes. The motivated civil servants are not only the one of the key factors in increasing operational efficiency, but such employees also create a positive working environment, work more professionally and the results of the work are more effective. Low motivation of employees negatively affects the performance of the work, the civil servants put less efforts into carrying out their tasks, they can often be late, do not want to take responsibility, are often apathetic, reduce the organization's productivity, therefore motivation theme in the public service is very relevant. The object of the study: is the motivation of public servants. The purpose of the study: is to reveal the motivating factors of the public servants and their influence on the orientation towards the customers. The tasks: 1. To define the specificity of motivation of the public servants. 2. To define the factors motivating the public servants focusing on customers. 3. To create a conceptual model, revealing the motivation of the public servants to focus on factors influencing the customers. 4. To prepare a methodology of the study, which allows to examine the public servants focusing on factors influencing the customers. 5. To carry out empirical study and to confirm the theoretical model of the motivation of the public servants focusing on the factors influencing customers. The methods of the study. The analysis of scientific literature, for which was used the method of systematic and comparative analysis of scientific literature. The quantitative method (questionnaire survey) was chosen for the empirical study. The study was carried out at the Marijampolė City Municipality (online survey of civil servants, which have the direct computer access) and at the Marijampolė City District Court (paper forms were distributed at the workplace). The results of the study. After analyzing the attitudes of different authors towards the motivation of a public servant, it can be told that the public servants want to perform the socially meaningful work, they focus on providing services in order to do well to the public and its members, and they even refuse personal needs for general well-being. The civil servants believe, that they are doing important work and feel satisfied when they see the positive impact of their daily work on the lives of the beneficiaries. When the empirical study was carried out, it also revealed that the public servants are motivated mostly by the commitment to the public interests and the desire to formulate policies, and the strongest influence on customer orientation is made by the civil servants' commitment to the public interests. Respondents believe, that they do not selfishly contribute to their community activities, they tell that meaningful service is very important to them, also the employees would like that the public servants would do what is best for the community as a whole, even if it adversely affects their own interests. The salary does not only motivate the civil servants at least, but also has the least influence to focus on orientation to customers. |
