GAYA KEPEMIMPINAN TRANSFORMASIONAL, ORIENTASI PASAR DAN KUALITAS PELAYANAN TERHADAP KINERJA PDAM TIRTA KHATULISTIWA PONTIANAK KALIMANTAN BARAT

Nur Afifah

Sari

The public sector operates in an open system with a complex environment and turbulence as well as customers are increasingly demanding. Understanding customer needs and creating value for the customer is very important for the public sector organizations including for the PDAM. The leadership has an important role in determining the future of the organization and creating public value. Therefore, management must be able to develop a strategy based on the vision and mission as well as its implementation in order to achieve the objectives of the company. The purpose of this study is to explore the effect of transformational leadership style towards market orientation, service quality and its impact on the performance of PDAM Tirta Khatulistiwa Pontianak. Total respondents are 100 employees represented by each department which corresponding to the tasks of customer service by using purposive sampling method. The analytical tool used is Structural Equation Modeling (SEM). The results showed that transformational leadership style affects the performance of PDAM Tirta Khatulistiwa Pontianak, transformational leadership style effect on market orientation, but the leadership style has no effect on the service quality. Furthermore, market orientation has no effect on the service quality while market orientation has affects on the performance of PDAM Tirta Khatulistiwa Pontianak. Then the service quality affects the performance of PDAM Tirta Khatulistiwa Pontianak.

Kata Kunci

transformational leadership style; market oriented; the service quality effects and the performance of the public sectorn (PDAM)

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