WORK FROM HOME AND ORGANIZATIONAL CULTURE ON INTERNAL SERVICE COORDINATION QUALITY
DOI:
https://doi.org/10.55197/qjssh.v7i4.1286Keywords:
work from home, internal service coordination quality, operational quality, relational quality, organizational cultureAbstract
The implementation of Work From Home (WFH) in Malaysian public sector organizations has significantly transformed administrative coordination, communication practices, and internal service delivery processes. While previous studies on remote working mainly focus on employee productivity, wellbeing, and work flexibility, limited attention has been given to how WFH affects internal service coordination quality within government agencies. This study examines the influence of operational quality, relational quality, and WFH effectiveness on internal service coordination quality among Malaysian government servants. The study also investigates the moderating role of organizational culture. A quantitative cross sectional survey design was employed, and data were analyzed using Partial Least Squares Structural Equation Modelling. The findings indicate that operational quality, relational quality, and WFH effectiveness significantly influence internal service coordination quality, with relational quality emerging as the strongest predictor. Organizational culture was also found to strengthen the relationships between operational quality, relational quality, and internal service coordination quality. The study contributes to public sector management and organizational literature by extending remote work research into the context of administrative coordination and service continuity within government institutions. The findings further provide practical insights for policymakers and public administrators in strengthening digital coordination systems, communication practices, and organizational readiness for sustainable remote work implementation in the Malaysian public sector.
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