Abstract
The purpose of this research is to study the effect of leadership, organizational support and organizational citizenship behavior on service quality of the Chairman of the study program at the State University of Jakarta. This research used a quantitative approach with a survey method. The research population was Chairmen of the study program of Universities Jakarta. The research sample was 64 Chairmen of the study program selected randomly. Data were obtained from questionnaires and, then, analyzed using descriptive statistics, path analysis and inferential statistics. These results indicate that the Leadership has a direct positive effect on Service Quality, Organizational Support has a direct positive effect on Service Quality, Organizational Citizenship Behavior (OCB) has a direct positive effect on Service Quality, Leadership has a direct positive effect on Organizational Citizenship Behavior (OCB), Organizational Support has a direct positive effect on Organizational Citizenship Behavior (OCB) and the Leadership has a direct positive effect on Organizational Support. Thus, to improve the service quality, the Leadership, as well as the Organizational Support and OCB, should be improved.
Highlights
Head of the program study is a part of the higher education institution and managed by the specific unit
These results indicate that the Leadership has a direct positive effect on Service Quality, Organizational Support has a direct positive effect on Service Quality, Organizational Citizenship Behavior (OCB) has a direct positive effect on Service Quality, Leadership has a direct positive effect on Organizational Citizenship Behavior (OCB), Organizational Support has a direct positive effect on Organizational Citizenship Behavior (OCB) and the Leadership has a direct positive effect on Organizational Support
Based on the results of the research and discussion, it is concluded as follows: first, the leadership of the head of the faculty have a direct positive effect on service quality of head of study program at State University of Jakarta. It means that the effective head of faculty leadership will improve the service quality of head of study program at UNJ
Summary
Head of the program study is a part of the higher education institution and managed by the specific unit. The higher education institution is a provider of services in the field of education, which can not be separated from the conditions of tight competition. Competition requires the improvement of service quality management strategy. In the field of education, quality of services covering all processes that can continue to ensure the continuous improvement of services to meet the expectations of the client groups becomes more and more necessary (Charles Hoy & Colin Bayne Jardine, 2000). Experts agree that quality is a Problems and Perspectives in Management, Volume 15, Issue 2, 2017 dynamic state, that is, associated with the products, services, people, processes, and the environment that meets or exceeds expectations (Goetsch & Davis, 2002)
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
