PENGARUH KEPEMIMPINAN TRANSFORMASIONAL, DISIPLIN KERJA, DAN MOTIVASI KERJA TERHADAP KUALITAS PELAYANAN

Abstract

This research aimed to find out and analyze the effect of transformational leadership, work discipline, and work motivation on the service quality of teachers and employees at SMA Dharma Wanita Surabaya. Moreover, transformational leadership was measured by idealized influence, inspirational motivation, intellectual motivation, and individualized consideration. The work discipline was measured by achievement/attendance, obedience to work rules, obedience to work standards, high awareness level, and ethical work. Furthermore, work motivation was measured by the need for achievement, and the need for power. The need for affiliation. The service quality was measured by tangible, reliability. responsiveness, assurance, and empathy. The research was quantitative. The population was 40 teachers and employees at SMA Dharma Wanita Surabaya. Additionally, the data collection technique used saturated sampling. In line with that, there were 40 respondents as the sample. The instrument in the data collection technique was a questionnaire. The questionnaires were distributed to the respondents through Goggle-form. In addition, the data analysis technique used multiple regression with SPSS. The result showed that transformational leadership, work discipline, and work motivation had a positive and significant effect on the service quality of teachers and employees at SMA Dharma Wanita Surabaya.