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

Abstract


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.

Keywords


Leadership style; Service Quality; Higher Education Management

Full Text:

PDF

References


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

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

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. 4185–4195.

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, 70–81.

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 – 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. 49–52.

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. 41–50.

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. 294–310.

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. 247–272.

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




DOI: http://dx.doi.org/10.21776/ub.jam.2019.017.03.06

Refbacks

  • There are currently no refbacks.