Analisis Sequential Explanatory Kualitas Layanan ditinjau dari Kepemimpinan Melayani, Efikasi Diri, dan Organizational Citizenship Behavior (OCB) (Studi Empiris pada Guru PNS SMP Negeri di Kota Cilegon)

Ismatullah and Hardhienata, Soewarto and Retnowati, Rita (2019) Analisis Sequential Explanatory Kualitas Layanan ditinjau dari Kepemimpinan Melayani, Efikasi Diri, dan Organizational Citizenship Behavior (OCB) (Studi Empiris pada Guru PNS SMP Negeri di Kota Cilegon). disertasi thesis, Universitas Pakuan.

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Abstract

The teachers’ service quality is an important aspect that impactful to achieve educational goals. Teachers with good service quality will show reliability in their product and service, they tend to more empathize with students, more responsive, and capable to make comfort relationship with all stakeholders. Unfortunately, the innitial study showed that service quality of public junior high school teachers are still low, therefore its interesting to study. The purpose of this study was to discover some effective efforts to improve the teachers’ service quality by researching its relationship with several variable related, which are servant leadership, self-efficacy, and organizational citizenship behavior (OCB). This research uses sequential explanatory design. The population of this study was 323, with a sample of 178 teachers from public junior highschool at Cilegon City, Banten Province. Quantitative data were collected by questionnaires and statistical analysis were used was regression correlation. The SITOREM analysis method is used to make recommendations and determine the priority sequence of improvements that need to be made. Qualitative data were collected by observation, in-depth interview, documents analysis and focus group discussion. The results of quantitative research found that all variables significantly have a positive relationship with Service Quality, in a row according to the strongest correlation were self-efficacy (ry2 = 0.626, ρ

Item Type: Thesis (disertasi)
Divisions: Pascasarjana > Manajemen Pendidikan (S3)
Depositing User: PERPUSTAKAAN PASCASARJANA UNPAK
Date Deposited: 24 Aug 2022 03:45
Last Modified: 24 Aug 2022 03:45
URI: http://eprints.unpak.ac.id/id/eprint/83

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