SYSTEMATIC LITERATURE REVIEW ON THE APPLICATION OF DYNAMIC SYSTEMS IN ORGANIZATIONAL PERFORMANCE TO ENHANCE SERVICE QUALITY

Abstract

The application of dynamic systems provides a robust framework for understanding, modeling, and enhancing organizational performance through continuous change. Several organizations have attempted to implement various approaches and methods to improve service quality, but the challenges faced are often complex and dynamic. Rapid changes in the business environment, technological developments, and shifts in customer preferences are some factors that can influence organizational performance. Therefore, an adaptive and responsive management approach to these changes is necessary. Currently, there is a considerable amount of research examining public service quality. Hence, a review of journal papers addressing this topic is essential. The methodology employed in this research is Systematic Literature Review (SLR) focusing on journal papers published from 2010 to 2023. Three Research Questions (RQ) were defined for this study. The final results obtained indicate that the most common data collection method is through questionnaires, the frequently used data analysis technique is linear regression, and the most influential factor on public service quality is organizational performance. The findings of this research are expected to provide insights for public institutions to continually enhance their service quality through continuous improvement of organizational performance.