GAYA KEPEMIMPINAN TRANSFORMASIONAL, ORIENTASI PASAR DAN KUALITAS PELAYANAN TERHADAP KINERJA PDAM TIRTA KHATULISTIWA PONTIANAK KALIMANTAN BARAT
DOI:
https://doi.org/10.24034/j25485024.y2017.v1.i1.2053Keywords:
gaya kepemimpinan transformasional, orientasi pasar, kualitas layanan dan kinerja PDAMAbstract
Structural Equation Modeling (SEM). Hasil penelitian menunjukkan bahwa, gaya kepemimpinan transformasional berpengaruh pada kinerja PDAM Tirta Khatulistiwa Pontianak, gaya kepemimpinan transformasional berpengaruh pada orientasi pasar, akan tetapi gaya kepemimpinan tidak berpengaruh pada kualitas pelayanan. Selanjutnya orientasi pasar tidak berpengaruh pada Sektor publik beroperasi pada sistem yang terbuka dengan lingkungan yang komplek dan turbulence serta pelanggan yang semakin demanding. Memahami kebutuhan pelanggan dan menciptakan nilai bagi pelanggan sangat penting bagi organisasi sektor publik termasuk Perusahaan Daerah Air Minum (PDAM). Kepemimpinan memiliki peran penting dalam menentukan masa depan organisasi dan menciptakan publik value, oleh karena itu pimpinan harus mampu mengembangkan strategi berdasarkan visi dan misi serta implementasinya untuk mencapai sasaran perusahaan. Tujuan penelitian ini untuk mengeksplorasi pengaruh gaya kepemimpinan transformasional terhadap orientasi pasar, kualitas pelayanan serta dampaknya terhadap kinerja PDAM Tirta Khatulistiwa Pontianak. Jumlah responden 100 karyawan yang diwakili oleh masing-masing bagian yang berhubungan dengan tugas melayani pelanggan, dengan menggunakan metode purposive sampling. Alat analisis yang digunakan kualitas pelayanan sedangkan orientasi pasar berpengaruh pada kinerja PDAM Tirta Khatulistiwa Pontianak. Kemudian kualitas pelayanan berpengaruh pada kinerja PDAM Tirta Khatulistiwa PontianakReferences
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