PENGARUH KEPEMIMPINAN TRANSFORMASIONAL, KEPERCAYAAN PADA SUPERVISOR, DAN PERILAKU IDEAL KEWARGAAN ORGANISASI TERHADAP KUALITAS LAYANAN PERAWAT

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ABSTRACT: The purpose of this research  was to analyze the effect of transformational leadership, trust in supervisor, individual-focused rganizational citizenship behavior, and organization-focused  organizational citizenship behavior on nurse service quality. Service quality serves as endogenous variable, transformational leadership as exogenous variable, and trust in supervisor, indi-vidual-focused organizational citizenship behavior, and organization-focused organizational citizenship behav-ior as mediator variables.Three hundred fifty-three nurses as respondents from five private hospital in Surakarta had comprehensively filled in the given questionnaires. Based on the analysis of structural equation modeling, it was discovered that the model of the research met the model‘s test criteria based on the indexes of properness test: RMSEA. CMIN, GFI, AGFI, TLI, CFI and NFI. This research also revealed several results. First, transformational leadership has positive influences on nurse’s trust to the leader, OCBI, OCBO and service quality. Second, trust in supervisor influences OCBI and OCBO. Third, OCBO influences service quality, while OCBI does not. Fourth, trust in the leader partially mediates the influence of transformational leadership  to  both OCBO  and OCBI. Fifth, OCBO mediates, while OCBI does not mediate the in fluence of transformational leadership to service quality.
Keywords: transformational leadership, trust in supervisor, ideal organizational citizenship behavior, service quality
Penulis: Muhammad Cholil
Kode Jurnal: jpmanajemendd110173
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Jp Manajemen dd 2011