The Role of Human Resource and Communication Competencies on Public Service Performance and Community Satisfaction: A Systematic Literature Review
DOI:
https://doi.org/10.47747/icbem.v3i1.3283Keywords:
Systematic Literature Review (SLR), Human Resource Competency, Public Service PerformanceAbstract
This study applies the Systematic Literature Review (SLR) method as a preliminary study to investigate the role of human resource (HR) competencies and communication competencies in shaping public service performance and community satisfaction. Drawing from more than 20 peer-reviewed journal articles and empirical studies across global and Indonesian contexts, this review highlights the mediating role of Organizational Citizenship Behavior (OCB) in public administration. The findings reveal that interpersonal and technical competencies, combined with clear and empathetic communication, are fundamental to enhancing service efficiency, responsiveness, and citizen trust. The study contributes to theory and policy by mapping trends, identifying research gaps, and offering recommendations for competency development in public institutions.
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