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

Muhammad Cholil, Drs.,MM., Dr. Fathul Himam, M.Psi., MA.

2011 | Disertasi | S3 Psikologi

This research aims of this research was to analyze effect of transformational leadership, trust in supervisor, individual-focused organizational 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 and individual-focused organizational citizenship behavior, and organization-focused organizational citizenship behavior as mediator variable. The researcher combined the synergies of leader’s expectation, nurse’s expectation and patient’s expectation into one inter-variable correlation model. 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: First, the initial 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, could be fulfilled However, this research model could not be accepted because a negative value, namely z19, occurred in -.190. Second, a model modification was conducted by eliminating the correlation line between trust in supervisor variable and service quality, and it was found out that this research model fulfilled the model’s test criteria and was acceptable. Third, the result obtained from the research indicated that 10 out of 12 research hypotheses were proven and only 2 hypotheses, which were individual-focused organizational citizenship behavior that did not have any influence on service quality, and at the same time it also did not mediate between the influence of transformational leadership and service quality.

This research aims of this research was to analyze effect of transformational leadership, trust in supervisor, individual-focused organizational 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 and individual-focused organizational citizenship behavior, and organization-focused organizational citizenship behavior as mediator variable. The researcher combined the synergies of leader’s expectation, nurse’s expectation and patient’s expectation into one inter-variable correlation model. 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: First, the initial 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, could be fulfilled However, this research model could not be accepted because a negative value, namely z19, occurred in -.190. Second, a model modification was conducted by eliminating the correlation line between trust in supervisor variable and service quality, and it was found out that this research model fulfilled the model’s test criteria and was acceptable. Third, the result obtained from the research indicated that 10 out of 12 research hypotheses were proven and only 2 hypotheses, which were individual-focused organizational citizenship behavior that did not have any influence on service quality, and at the same time it also did not mediate between the influence of transformational leadership and service quality.

Kata Kunci : transformational leadership, trust in supervisor, ideal organizational citizenship behavior, service quality