TRANSACTIONAL LEADERSHIP DAN SERVICE PERFORMANCE: PERAN WORK CULTURE DAN MANAGEMENT INNOVATION

  • Utik Bidayati Universitas Ahmad Dahlan

Abstract

Ketatnya persaingan bisis menuntut perusahaan untuk terus meningkatkan kualitas pelayanan guna mempertahankan kepuasan dan loyalitas pelanggan. Penelitian ini menguji pengaruh transactional leadership terhadap service performance dengan work culture dan management innovation sebagai variabel mediasi pada perusahaan jasa logistik di Daerah Istimewa Yogyakarta. Penelitian menggunakan pendekatan kuantitatif dengan survei cross-sectional terhadap 147 karyawan yang dipilih melalui teknik purposive sampling. Data dianalisis menggunakan SmartPLS 4.0 untuk menguji validitas, reliabilitas, dan hipotesis. Hasil penelitian menunjukkan bahwa transactional leadership berpengaruh positif terhadap work culture, management innovation, dan service performance. Work culture dan management innovation juga berpengaruh positif terhadap service performance serta terbukti menjadi mediasi parsial yang menghubungkan transactional leadership dengan service performance. Penelitian ini berkontribusi dengan mengintegrasikan leadership theory dan organizational performance theory untuk menjelaskan mekanisme peningkatan kinerja pelayanan melalui budaya kerja dan inovasi manajemen.

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