PENGARUH SERVANT LEADERSHIP, TRUSTIN LEADERSHIP DAN KUALITAS PELAYANAN TERHADAP KEPUASAN ANGGOTA KOPERASI PADA KSP “KOPDIT MARSUDI MULYO†PUTAT PATUK GUNUNGKIDUL
DOI:
https://doi.org/10.56606/albama.v14i1.10Keywords:
Servant Leadership, Trust in Leadership, Service Quality, Member SatisfactionAbstract
The purpose of this study was to determine the effect of Sarvent Leadership, trust in leadership and service quality on the satisfaction of members of the Marsudi Mulyo Patut Gunungkidul Savings and Loan Cooperative (KSP). The population taken was the members of the cooperative savings and loan cooperative (KSP) Kopdit Marsudi Mulyo totaling 73 as samples. Data collection was carried out by distributing questionnaires to respondents. The collection technique used SPSS 17. Based on the results of the study, it was stated that the sarvent leadership variable had a positive and significant effect on member satisfaction because it had a significance value of 0.000 <0.05. The trust in leadership variable has a positive and significant effect on the Member Satisfaction variable because it has a significant value of 0.000 <0.05. And the variable service quality has a positive and significant effect on the variable member satisfaction. This can be seen from the significant quality of service because it has a significant value of 0.086 <0.05.
Downloads
References
Alma, Buchari. 2012. Manajemen Pemasaran dan Pemasaran Jasa. Bandung: Alfabeta
Caldwell & Hayes, 2007 dalam Burke, Sims, Lazzara, & Salas, 2007). Burke Trust in leadership: A multi-level review and integration. The Leadership Quarterly, 18, 606±632.
Dennis, R.2004. Development of the Servant Leadership Assesment Instrumen. Leadership & Organization Develepoment Journal.
Dennis (2004), Robbins SP., dan Judge. 2011. Perilaku Organisasi, Salemba Empat, Jakarta. Hal.97) Spears. 2010. dalam Heider et al. 2015. Practicing Servant Leadership. Greenleaf Center.
Greenleaf, R. K. 1998. Servant leadership: A journey into the nature of legitimate power and greatness. New York: Paulist Press.
Heider, Abid Raza, Amir Gulzar., and Waqar Hussain. 2015. The impact of servant leadership on organizational citizenship behaviors with the mediating role of trust and moderating role of group cohesivenessA Study of public Sector of Pakistan. International Journal of Academic Research in Business and Social Sciences. 5(3):234-242.
Kreitner, R., & Kinicki, A. (2008). Organizational Behavior (10th Edition). New York: McGraw Hill. Hal.299.
Mayer, R. C., & Davis, J. H. (1999). The effect of the performance appraisal system on trust for management: A field quasi-experiment. Journal of Applied Psychology, 84, 123±136.
Ningsih, Fitriani Puspa., Rakhmat., dan Tuti Bahfiarti. 2016. Pengaruh Efektivitas Komunikasi Interpersonal Terhadap Promosi Jabatana pada Dinas Social Daerah Provinsi Sulawesi Tengah. Tesis Ilmu Sosial dan Ilmu Politik Universitas Hasanuddin. pp:1-15.Trompenaars & Voerman (2010:3)
Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry. 1988. “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Qualityâ€. Journal of Retailing. Vol 64(1) pp 12- 37
Kotler. 2014. Principle Of Marketing. 15th edition. New Jersey: Pearson Prentice Hall.
Northouse, P. G. (2013). Kepemimpinan (6th ed.). California : Sage, Inc. Organ. (2006). Organizational citizenship behavior: Its nature, antecendents, and consequences. California: Sage Publications, Inc Pardede dan Manurung 2014. “Analisis Jalurâ€. Jakarta: Rineka Cipta. Hal.27.
Popescu, Manoela. 2013. Interpersonal Communication Relevance to Professional Development, in Social Systems. International Journal of Academic Research in Business and Social Sciences. 3(4):370-375.
Robbins (2011:99 Putrantoro, Syahfarnas Adi. 2014. Pengaruh kepemimpinan, komitmen organisasi dan komunikasi interpersonal terhadap Organizational Citizenship Behavior (OCB) Anggota Rotaract Club Semarang. Skripsi Ekonomika dan Bisnis Universitas Diponegoro. pp:1-61.
Sugiyono, 2016 Metode Penelitian Pendidikan (pendekatan kuantitatif, kualitatif, dan R&D. Bandung: Alfabeta.:60
Tjiptono, Fandy. 2008. Strategi Pemasaran. Edisi Ketiga. Penerbit ANDI. Yogyakarta. Riset Pemasaran. Edisi Sepuluh.
Wiyono, Gendro. 2011. Merancang Penelitian Bisnis Dengan Alat Analisis SPSS & SmartPLS. Yogyakarta: UPP STIM YKPN. Ghozali, 2011:52).
.jpg)
