WSEAS Transactions on Business and Economics
Print ISSN: 1109-9526, E-ISSN: 2224-2899
Volume 22, 2025
The Effect of Service Quality on Public Organizations’ Recommendation: The Mediating Role of Public-organization Relationship Quality and Citizen Well-being
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Abstract: This paper proposes and empirically validates an integrated model within the public service sector, examining the mediating effects of public-organization relationship quality and citizen well-being on the relationship between public service quality and organizational recommendation. To assess the model's validity, a survey was conducted with 874 citizens enrolled in the Greek Social Insurance and Pensions System. Data was analyzed using Partial Least Squares (PLS) path modeling. The results confirm the mediating role of public-organization relationship quality and citizen well-being in the relationship between service quality and organizational recommendation. The findings suggest that public organizations delivering high-quality public services foster stronger, higher-quality relationships with citizens, enhance their well-being, and consequently receive more positive recommendations. The study concludes with a discussion of theoretical and managerial implications, limitations, and directions for future research.
Keywords:
Service quality, public-organization relationship quality, citizen well-being, public organizations recommendation, public sector marketing
Pages: 1261-1274
DOI: 10.37394/23207.2025.22.103