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