ANALISIS PENGARUH KEPEMIMPINAN KEPALA UNIT KERJA TERHADAP PENINGKATAN KUALITAS LAYANAN CABANG BANK MANDIRI

• Main Authors: , Puri Ranti Minasti Nansulat, , Ertambang Nahartyo, Phd.
• Format: Theses and Dissertations NonPeerReviewed
• Published: [Yogyakarta] : Universitas Gadjah Mada 2012
• Subjects: ETD
• Online Access: https://repository.ugm.ac.id/99760/; http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=55828
• Institution: Universitas Gadjah Mada

Service quality is one important factor for the success of the bank as a service company today. It is because, at present, customer satisfaction and loyalty problem through the service has become a commitment for banks in the running the business. The results of the optimal service with effective ways would be achieved if accompanied by an appropriate style of leadership and management that has been agreed, such as exemplary, providing encouragement, and giving responsibility, suggesting and appealing not ordering. Thus the employees can measure their ability then followed by combining it with work, so it will produce better service performance. This study aimed to determine whether there is influence between the effectiveness of leadership style with the service quality at Bank Mandiri Jakarta Regional Office IV. The method used in this research is survey method with the correlation approach. The sampling technique used was convenience sampling or selected sample with consideration of simplicity or selected front liner deemed to have a necessary information for this study. Techniques of data analysis is done by simple linear regression test, the coefficient of determination, and the hypothesis t test. The data test is done with the help of SPSS statistical software. Based on multiple linear regression test results, it can be seen that the leadership style variables have a positive effect on quality service variables, this is indicated by the value of beta (regression coefficient) of 0,045 dan 0,038. This means the better style of leadership will increasingly affect the service quality improvement. Based on the value of these coefficients, regression equations can be formed as follows: Service Quality = 64,053 + 0,045Task Behavior + 0,038Behavior of employment of Leadership Style. Furthermore, the determination coefficient based on test results can be seen that the value of the resulting coefficient of determination is equal to 0.183 or 18.3%. This explains that the influence of leadership style variables to quality of service is 10%, while the rest (100% - 18.3% = 81.7%) is explained by factors other than the model in this study. Furthermore, based on the hypothesis, t test results can be seen that the leadership style variables give the figure a significance of 0.000 or below 0.05, this means that the leadership style variables significantly influence the service quality variables.