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PENGARUH ORGANIZATIONAL CULTURE, JOB SATISFACTION DAN SERVANT LEADERSHIP TERHADAP SERVICE QUALITY DIMEDIASI OLEH AFFECTIVE COMMITMENT DI PERUSAHAAN FREIGHT FORWARDING
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The purpose of this research to analyze empirically the effect of organizational culture, job satisfaction and servant leadership on service quality through the affective commitment of employees of freight forwarding companies in Jakarta.
The research method used in this research is descriptive quantitative. Determination of the number of samples in this study using purposive sampling technique as many as 262 respondents as research objects who are employees of freight forwarding companies in the Jakarta area. The data used is primary data collected by distributing online questionnaires through Google Form. The collected data were analyzed by SEM method using Smart PLS 3.0 and SPSS Ver 25 software.
The results of the study show that the indirect effect on Affective commitment provides full mediating between job satisfaction on service quality improvement and partial mediating occurs on affective commitment between organizational culture on service quality and servant leadership on service quality. There is a direct influence between organizational culture on service quality; servant leadership on service quality; organizational culture on affective commitment; job satisfaction on affective commitment; and servant leadership on affective commitment; as well as affective commitment to service quality. There is no direct effect between job satisfaction on service quality.
Managerial implications contribute to managers in the freight forwarding service industry to pay attention to job satisfaction by opening up opportunities for promotions, giving bonuses and sufficient salaries so as to foster emotional attachment of employees and improve service quality.
Novelty from the results of this study found that affective commitment acts as a mediating variable in building service quality and becomes full mediating between job satisfaction and service quality.
Keywords: Organizational Culture, Job Satisfaction, Servant Leadership, Service Quality, Affective Commitment.
Rohana Sitanggang - Personal Name
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NONE
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Universitas Trisakti
2023
Jakarta
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