Pengaruh Internal Communication Terhadap Organizational Commitment Melalui Employee Trust Pada Sektor Pelayanan Publik

Abstract

The increasing demand for high-quality public services requires organizations to develop employees with a strong commitment to organizational goals and values. This study examines the effect of Internal Communication on Organizational Commitment by positioning Employee Trust as a mediating variable in the public service sector. A quantitative approach with an explanatory and cross-sectional research design was employed. Simulated data were obtained from 272 respondents civil servants and non-civil service employees directly involved in public service activities. Respondents were selected through purposive sampling, while the data were analyzed using Structural Equation Modeling Partial Least Squares with SmartPLS 4. The simulation results indicate that Internal Communication has a positive and significant effect on both Employee Trust and Organizational Commitment. Employee Trust also has a positive and significant effect on Organizational Commitment. Furthermore, Employee Trust partially mediates the relationship between Internal Communication and Organizational Commitment. These findings suggest that open, clear, timely, participatory, and feedback-oriented communication strengthens employees’ trust in leadership and the organization. Greater trust subsequently enhances emotional attachment, loyalty, organizational identification, and willingness to remain within the organization. Public service institutions should therefore integrate internal communication governance with trust-building policies to strengthen employee commitment and support the sustainable improvement of public service quality.