The Influence of Organizational Culture, Job Satisfaction, and Servant Leadership on Service Quality Mediated by Affective Commitment in Freight Forwarding Companies

Abstract

The purpose of this research is to analyze empirically effect of organizational culture, job satisfaction, and servant leadership on service quality through the affective commitment of employee from freight forwarding companies in Jakarta. e 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. The data used are primary data collected by distributing online questionnaires through Google forms. 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 of affective commitment provides full mediating between job satisfaction and service quality improvement; and partial mediating occurs on the effect on affective commitment between organizational culture and service quality, as well as servant leadership and service quality. There is a direct effect 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 an affective commitment to service quality. There is no direct effect between job satisfaction on service quality. Managerial implications contribute to managers in freight forwarding service industry should pay attention to job satisfaction by opening opportunities for promotions, giving bonuses, and sufficient salaries to foster the emotional attachment of employees and improve service quality. Novelty from the results of this study is affective commitment acts as a mediating variable in building service quality and becomes a full mediating between job satisfaction and service quality.