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Abstract
Quality of service is the superiority of services provided by a person or service provider to meet the needs and expectations of service users. Service quality indicators used to measure it are Manifestation, reliability, responsiveness, assurance, and empathy. This research uses a quantitative design approach to answer the problem formulation and proof of the research hypothesis. The study aims to analyze the influence of exogenous variables, namely transformational leadership, competence, and work environment on endogenous variables, namely service quality through intervening variables, namely work motivation. The conceptual framework of the research underlies the submission of the research hypotheses. Measurement instruments are given to the sample to obtain research variable data. Research data were analyzed using Structural Equation Modeling (SEM) to test hypotheses. This study uses a correlational research survey design. This study's population is the apparatus (employees) in the Regional Government of Tuban Regency as many as 155. The results of this study are as follows: Transformational Leadership, Competence, and Work Environment have a significant effect on the Work Motivation of the Tuban Regency Regional Government Apparatus. Transformational Leadership, Competence, and Work Environment have a significant effect on the Service Quality of the Tuban District Government Apparatus Services. Work Motivation has a significant effect on the Service Quality of the Tuban Regency Regional Government Apparatus. Transformational Leadership, Competence, and Work Environment have a significant effect on the Service Quality of the Tuban Regency Government Apparatus through Work Motivation.
Highlights
Regional autonomy, which is a requirement with government apparatus so that there is a good relationship strategic issues in the form of institutions, human resources in between the people who need services from the local the form of implementing apparatuses, networks, and government officials so that the community is satisfied with conducive environment that continues to change, is a challenge the services of the apparatus received
All research variables is more significant than 0.6. It can be Description of the Transformational Leadership concluded that the measurement is reliable or consistent
The mean value of Work Motivation is 4,201, mean value of Transformational Leadership is 3,942, meaning meaning that the variable of Work Motivation in the Tuban that the Transformational Leadership variable in the Tuban District Government strongly agrees explained by indicators of District Government agrees that it is explained by indicators of Achievement Needs, Power Needs, and Affiliated Needs
Summary
Regional autonomy, which is a requirement with government apparatus so that there is a good relationship strategic issues in the form of institutions, human resources in between the people who need services from the local the form of implementing apparatuses, networks, and government officials so that the community is satisfied with conducive environment that continues to change, is a challenge the services of the apparatus received. Transformational leadership, competence, work environment, Transformational leadership is a leader who inspires service quality, and work motivation of the Tuban district followers or subordinates to transcend self-interest and can government apparatus. We are analyzing the effect of transformational According to Yukl (2010:296), transformational leadership leadership, competence, and work environment, on the work creates success in achieving an organization's goals, increasing motivation of the Tuban district government apparatus. Transformational leadership, competence and work environment Sashkin and Sashkin (2011:24) say that on service quality through the work motivation of the Tuban transformational leadership, in principle, motivates subordinates to district government apparatus
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