Organizational Citizenship Behavior Model in Improving Public Service Management Mediated by Integrity

This study tests integrity as a mediating mechanism linking leadership, organizational policy, and the work environment to organizational citizenship behavior (OCB) and public service management in local government. We reconceptualize integrity as an organizational “ethical infrastructure,” addressing a gap in public-sector research by treating it as a system-level mediator rather than a personal trait. Survey data from 400 civil servants in West Sumatra Province, Indonesia, were analyzed using PLS-SEM. Results show that integrity significantly mediates the effects of leadership and organizational policy on OCB. OCB, in turn, exhibits a strong positive association with public service management (PSM) performance. The direct policy-to-OCB path is not significant; policies foster citizenship only when rules are fairly enforced, leaders’ model ethical conduct, and values are internalized as shared norms. Overall, the study clarifies integrity’s system-level role and highlights practical levers, integrity-based leadership and value-driven implementation climates, to improve service quality in local bureaucracies.