THE INFLUENCE OF LEADERSHIP STYLE ON SERVICE QUALITY IN HIGHER EDUCATION: A STUDY AT A SOCIAL SCIENCE FACULTY

Andy Fefta Wijaya; Catrine Ana Prastyari; Armanu Armanu

doi:10.21776/ub.jam.2019.017.03.06

Authors

Andy Fefta Wijaya
[email protected]
Faculty of Administrative Science Universitas Brawijaya, Indonesia
Catrine Ana Prastyari Faculty of Administrative Science Universitas Brawijaya, Indonesia
Armanu Armanu Faculty of Economics and Business Universitas Brawijaya, Indonesia

Vol. 17 No. 3 (2019)

Articles

Submitted August 31, 2019

Published August 31, 2019

Downloads

PDF

Abstract
How to Cite
Metrics
References

This study aimed at disclosing the influence of the leadership style on the service quality in Higher Education Institution. This study population is 103 supporting staffs of a social science faculty, with a proportional random sampling of 80 people. The hypothesis in this study was analyzed by using the structural model of Partial Least Square.Based on the results of Partial Least Square testing, it is disclosed that there is a significant influence of the leadership style on the service quality at the faculty being studied. The positive correlation shows that the stronger the leadership style is, the higher the leadership style impact on the service quality will be.

Bacha, E. 2014. The relationship between transformational leadership, task performance, and job characteristics. Journal of Management Development 33, pp. 410â€“420.

Bass, B. M. 1996. Theory of transformational leadership redux. The Leadership Quarterly 6, pp. 463â€“478.

Bowersox, N. N. 2012. The effects of Technology Acceptance as A Mediating Variable Between Leadership Style and Knowledge Management. Dissertation at the Faculty of the College of Business Administration of Trident University International: California.

Dhurup, M. 2012. Determinants of internal service quality and the relationship with internal customer satisfaction. African Journal of Business Management 6, pp. 4185â€“4195.

Irawanto, D.W. 2008. Kepemimpinan Esensi dan Realitas. Malang: Bayumedia Publishing.

Jabnoun, N. and Juma AL Rasasi, A. 2005. Transformational leadership and service quality in UAE hospitals. Managing Service Quality: An International Journal 15, 70â€“81.

Krejcie, R.V. and Morgan, D. W. 1970. Determining Sample Size for Research Activities. Educational and Psychological Measurement, Vol. 30, pp. 607-610.

Lucas, B. and Buckley T. 2009. Leadership for quality improvement â€“ what does it really take?. International Journal of Leadership in Public Service 5, pp. 37-46.

Milakovich, M.E. 1993. Leadership for public service quality. The Public Manager 22, pp. 49â€“52.

Noermijati. 2008. Actualization of Herzberg Theory: a Study on Job Satisfaction and Spiritual Performance of Operational Manager. Dissertation at Postgraduate Program of Faculty of Economics Universitas Brawijaya. Malang.

Parasuraman, A., Zeithaml, V.A., Berry, L.L., 1985. A conceptual model of service quality and its implications for future research. The Journal of Marketing pp. 41â€“50.

Sugiyono, 2004. Metode Penelitian Bisnis. Bandung: CV Alfabeta.

Tjiptono, F. and Chandra, G. 2011. Service, Quality, & Satification. Edisi 3. Yogyakarta:Andi.

Trivellas, P. and Dargenidou, D.2009. Leadership and service quality in higher education: the case of the Technological Educational Institute of Larissa. International Journal of Quality and Service Sciences 1, pp. 294â€“310.

Ugboro, I. O. and Obeng, K. 2000. Top management leadership, employee empowerment, job satisfaction, and customer satisfaction in TQM organizations: an empirical study. Journal of Quality Management 5, pp. 247â€“272.

Wong, A. S. 2007. Definition of a Leader. [On line]. From:Alanâ€™s Gleaning: http://www.vtaide.com/ gleanings/leader.htm [Retrieved December 2015].

How to Cite

Wijaya, A.F., Prastyari, C.A. and Armanu, A. (2019) “THE INFLUENCE OF LEADERSHIP STYLE ON SERVICE QUALITY IN HIGHER EDUCATION: A STUDY AT A SOCIAL SCIENCE FACULTY”, Jurnal Aplikasi Manajemen, 17(3), pp. 426–433. doi:10.21776/ub.jam.2019.017.03.06.

Download Citation

THE INFLUENCE OF LEADERSHIP STYLE ON SERVICE QUALITY IN HIGHER EDUCATION: A STUDY AT A SOCIAL SCIENCE FACULTY

Authors

Downloads

How to Cite

Login

submit

about

index

Indexed In

Keywords

Information

tools

Tools

Editorial Pick

Sustainability Report and Company Performance: The Geopolitical Impact in Indonesia

Analyzing The Serial Mediation of Customer Brand Co-Creation Behavior and Perceived Value in Enhancing Revisit Intention

Improving the E-Commerce Ecosystem to Support Online Sales for SMEs: A Case in the Leather Bag and Shoes Industry

Examining Entrepreneurial Leadership on Tourism Performance: Mediating Role Entrepreneurial Orientation and Moderating Government Support

Footwear Industry Investigation: The Impact of Attitude and Habits on Use Intention in Generation Z Based on Theory of Planned Behavior

MSME Strategy in the Digital Era: The Role of Social Media and Environmental Dynamics in Improving Business Performance

The Impulse Buying of Gen-Z in Surabaya When Using Digital Payment with Gender as Moderation

Decision Paying Zakah Based on Religiosity and Income: Mediating Role of Awareness

Deep Learning-Based Portfolio Management: Empirical Study of Listed Shares on the Indonesian Stock Exchange

Decoding University Choices: Assessing the Impact of Customer Relationship Management on Decision-Making

Celebrity Endorsement’s Impact on Female College Student Behavior: Investigating Bandwagon Effect, Hedonic, and Utilitarian Value

Dynamics of Work Motivation: Unveiling the Mediating Role in the Relationship Between Organizational Culture, Work Environment, and Job Promotion on Employee Performance

Employee Performance: Exploring Transformational Leadership, Organizational Culture, and Employee Engagement as a Mediator in Micro, Small, and Medium Enterprise Food Sector

Building Excellence Among Muslim Entrepreneurs Through Digital Innovation: The Role of Capabilities and Knowledge Sharing in the Digital Era

The Power of Green Intellectual Capital: Driving Sustainability and Profitability through ESG Practices

Digital Navigation: The Role of Marketing Literacy, Employee Engagement, and Internal Culture in SMEs' Success

Shared Memories, Shared Stories: How Memorable Travel Experiences, Destination Attachment, and Tourist Satisfaction Drive sWOM Intentions

Innovation Strengthens the Influence of Digitalization and Entrepreneurial Orientation on Business Performance

Achieving Supply Chain Resilience: The Role of Digital Transformation and Supply Chain Process Integration in Market Uncertainty

Trying to Survive: A Phenomenography of Ethno-Religion-Cultural-Based Family Business Management Resilience During Pandemic Situation