Effect of Servant Leadership Style on The Perceived Quality of Municipal Service Delivery: A Mediation Role of Affective Commitment: Evidence from Ethiopia, The Case of Bahir Dar City

Abstract

In these days, public organizations are deeply concerned with providing quality services for their respective customers. The objective of this research study is to assess the relationship between servant leadership and the perceived quality of municipal service delivery within the framework of the mediating role of affective organizational commitment in Bahir Dar City. Survey data were collected from employees, service leaders and customers. This study applied the partial least square-structural equation modeling. The study employed both the probability and the non-probability: random sampling and the purposive sampling techniques respectively. Data were gathered from 400 respondents. The results revealed that servant leadership style and affective commitment were positively and significantly related to the perceived quality of municipal service delivery. Affective commitment was found to partially mediating the relationship between servant leadership style and the perceived quality of municipal service delivery. The research study came up with that servant leadership and affective organizational commitment contributes a lot in bringing quality municipal service delivery in the research area with a propagating power of its spark to similar municipalities in developing countries as well.