Meningkatkan Kualitas Layanan dan Kepuasan Kerja: Kerangka Kerja Kepemimpinan Transformasional dalam Konteks Pendidikan Tinggi
##plugins.themes.bootstrap3.article.main##
Abstract
Pemimpin yang menerapkan gaya kepemimpinan transformasional cenderung memiliki karyawan yang lebih berkomitmen dan puas dalam bekerja, karena pemimpin dapat memotivasi karyawan untuk bekerja lebih keras dan mendukung pengembangan pribadi mereka. Namun, masih terbatas yang diketahui tentang hubungan antara kepemimpinan transformasional, kepuasan kerja, dan kualitas layanan dalam konteks Pendidikan Tinggi. Tujuan dari makalah ini adalah untuk mengusulkan kerangka kerja konseptual tentang pengaruh mediasi kepuasan kerja terhadap hubungan antara kepemimpinan transformasional dan kualitas layanan yang didasarkan pada penelitian terdahulu, khususnya dalam konteks Pendidikan Tinggi. Kerangka kerja konseptual yang diusulkan dikembangkan berdasarkan tinjauan pustaka tentang kepemimpinan transformasional, kepuasan kerja, dan kualitas layanan. Beberapa kajian teori dan penelitian terdahulu diperoleh hasil bahwa kepemimpinan transformasional berpengaruh positif terhadap kualitas layanan secara langsung serta melalui efek mediasi kepuasan kerja dalam konteks Pendidikan Tinggi. Dengan mengusulkan bahwa kepemimpinan transformasional memengaruhi kualitas layanan melalui kepuasan kerja, kerangka kerja yang diusulkan dalam studi ini meletakkan fondasi yang kuat untuk perluasan basis pengetahuan kepemimpinan transformasional serta untuk pengembangan dan perdebatan teori di masa mendatang.
##plugins.themes.bootstrap3.article.details##
How to Cite
-, W. R. A., S. Anugrahini Irawati, & Pribanus Wantara. (2025). Meningkatkan Kualitas Layanan dan Kepuasan Kerja: Kerangka Kerja Kepemimpinan Transformasional dalam Konteks Pendidikan Tinggi. ProBisnis : Jurnal Manajemen, 16(5), 1045–1050. Retrieved from https://ejournal.joninstitute.org/index.php/ProBisnis/article/view/1187
References
Abdullah, F. (2005). HEdPERF versus SERVPERF: The quest for ideal measuring instrument of service quality in higher education sector. Quality Assurance in Education, 13(4), 305–328.
Adams, D. (2018). Mastering theories of educational leadership and management. University of Malaya Press.
Adams, D. (2023). Educational leadership. Springer.
Adams, D., Piaw, C. Y., Lee, K. C. S., & Sumintono, B. (2020). Transformational and distributed leadership: Research and evidence. University of Malaya Press.
Ahmad, M. F., Razaki, N. A. M., & Ahmad, A. N. A. (2021). The impact of quality indicators towards student satisfaction in higher education. Research in Management of Technology and Business, 2(1), 542–551.
Akdere, M., & Egan, T. (2020). Transformational leadership and human resource development: Linking employee learning, job satisfaction, and organizational performance. Human Resource Development Quarterly, 31(4), 393–421.
Al-Ali, W., Ameen, A., Isaac, O., Khalifa, G. S. A., & Shibami, A. H. (2019). The mediating effect of job happiness on the relationship between job satisfaction and employee performance and turnover intentions: A case study on the oil and gas industry in the United Arab Emirates. Journal of Business and Retail Management Research, 13(04).
Al-Refaei, A. A.-A., Ali, H. B. M., Ateeq, A. A., & Alzoraiki, M. (2023). An integrated mediating and moderating model to improve service quality through job involvement, job satisfaction, and organizational commitment. Sustainability, 15(10), 7978.
Andersen, L. B., Bjørnholt, B., Bro, L. L., & Holm-Petersen, C. (2018). Leadership and motivation: A qualitative study of transformational leadership and public service motivation. International Review of Administrative Sciences, 84(4), 675–691.
Angriani, M. R., Eliyana, A., Fitrah, H., & Sembodo, P. (2020). The effect of transactional and transformational leadership on lecturer performance with job satisfaction as the mediation. Systematic Reviews in Pharmacy, 11(11), 1263–1272.
Arokiasamy, A. R. A., & Tat, H. H. (2019). Organizational culture, job satisfaction and leadership style influence on organizational commitment of employees in private higher education institutions (PHEI) in Malaysia. Amazonia Investiga, 8(19), 191–206.
Avolio, J., & Bass, M. (2012). Multifactor leadership questionnaire: Manual and sample set. Mind Garden.
Bass, B. M., & Bass Bernard, M. (1985). Leadership and performance beyond expectations (Vol. 25, Issue 3). Free press New York.
Batugal, M. L. C., & Tindowen, D. J. C. (2019). Influence of organizational culture on teachers’ organizational commitment and job satisfaction: The case of catholic higher education institutions in the Philippines. Universal Journal of Educational Research, 7(11), 2432–2443.
Berrío-Ríos, L. V., Osorio-Barreto, D., & Díaz-Jurado, N. (2021). Factores asociados a la satisfacción laboral del personal administrativo de una universidad pública en la ciudad de Manizales: un análisis preliminar. Revista Eleuthera, 23(2), 101–123.
Bolton, R. N., & Drew, J. H. (1991). A longitudinal analysis of the impact of service changes on customer attitudes. Journal of Marketing, 55(1), 1–9.
Calma, A., & Dickson-Deane, C. (2020). The student as customer and quality in higher education. International Journal of Educational Management, 34(8), 1221–1235.
Chan, S. (2018). A review of twenty-first century higher education. Journal of Further and Higher Education, 42(3), 327–338.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of Marketing, 56(3), 55–68.
Dahleez, K., & Aboramadan, M. (2025). Servant leadership and job satisfaction in higher education: the mediating roles of organizational justice and organizational trust. International Journal of Leadership in Education, 28(4), 853–874.
Dutta, V., & Sahney, S. (2016). School leadership and its impact on student achievement: The mediating role of school climate and teacher job satisfaction. International Journal of Educational Management, 30(6), 941–958.
Dwivedi, P., Chaturvedi, V., & Vashist, J. K. (2020). Transformational leadership and employee efficiency: knowledge sharing as mediator. Benchmarking: An International Journal, 27(4), 1571–1590.
Eroje, E. I., Appiah, E. K., Eroje, A. B. I., ZAKIRULLA, M., Kunjappu, J. J., & AlShahrani, I. (2019). The relationship between transformational leadership and job satisfaction in selected colleges at King Khalid University, Abha, Saudi Arabia.
Givens, R. J. (2008). Transformational leadership: The impact on organizational and personal outcomes. Emerging Leadership Journeys, 1(1), 4–24.
Jameel, A. S., & Ahmad, A. R. (2019). The effect of transformational leadership on job satisfaction among academic staff. The 34th International Business Information Management Association (IBIMA) Conference, 13–14.
Jiatong, W., Wang, Z., Alam, M., Murad, M., Gul, F., & Gill, S. A. (2022). The impact of transformational leadership on affective organizational commitment and job performance: the mediating role of employee engagement. Frontiers in Psychology, 13, 831060.
Juhro, S. M., & Aulia, A. (2017). Transformational leadership through applied neuroscience: Transmission mechanism of the thinking process.
Karacabey, M. F., Bellibaş, M. Ş., & Adams, D. (2022). Principal leadership and teacher professional learning in Turkish schools: Examining the mediating effects of collective teacher efficacy and teacher trust. Educational Studies, 48(2), 253–272.
Kuwaiti, A. Al, Bicak, H. A., & Wahass, S. (2020). Factors predicting job satisfaction among faculty members of a Saudi higher education institution. Journal of Applied Research in Higher Education, 12(2), 296–310.
Latif, K. F., Latif, I., Farooq Sahibzada, U., & Ullah, M. (2019). In search of quality: measuring higher education service quality (HiEduQual). Total Quality Management & Business Excellence, 30(7–8), 768–791.
Li, Y., & Karanxha, Z. (2024). Literature review of transformational school leadership: Models and effects on student achievement (2006–2019). Educational Management Administration & Leadership, 52(1), 52–74.
Locke, E. A. (1969). What is job satisfaction? Organizational Behavior and Human Performance, 4(4), 309–336.
Mahzan, F. A. (2021). The relationship between transformational leadership practiced and the level of job satisfaction among lecturers in MARA professional college, Malaysia. Asian Journal of University Education (AJUE), 17(3), 154–161.
Malik, M. E., & Naeem, B. (2013). Towards understanding controversy on Herzberg theory of motivation. World Applied Sciences Journal, 24(8), 1031–1036.
Manurung, E. F. (2020). The effects of transformational leadership, competence and compensation on work motivation and implications on the performance of lecturers of Maritime College in DKI Jakarta. International Journal of Multicultural and Multireligious Understanding, 7(6), 112.
Mgaiwa, S. J. (2023). Leadership styles of academic deans and department heads: university dons’ perspectives on how they affect their job satisfaction. International Journal of Educational Management, 37(5), 1088–1103.
Nguyen, D. L. (2020). Mediating the role of psychological empowerment between transformational leadership and employee engagement. Management Science Letters, 10(16), 4039–4044.
Nguyen, D., Pietsch, M., & Gümüş, S. (2021). Collective teacher innovativeness in 48 countries: Effects of teacher autonomy, collaborative culture, and professional learning. Teaching and Teacher Education, 106, 103463.
Omar, R. C., Arshad, K. N. M., Daud, P., & Rani, R. M. (2019). Investigating the predominance of academic superior on officer’s commitment towards service quality in Malaysian private universities. International Journal of Innovation, Creativity and Change, 6(4).
Papanthymou, A., & Darra, M. (2017). Quality management in higher education: Review and perspectives. Higher Education Studies, 7(3), 132–147.
Pfister, I. B., Jacobshagen, N., Kälin, W., & Semmer, N. K. (2020). How does appreciation lead to higher job satisfaction? Journal of Managerial Psychology, 35(6), 465–479.
Purnomo, A. K., & Novalia, N. (2019). The effects of transformational leadership and job satisfaction on organizational commitment. 1st International Conference on Economics, Business, Entrepreneurship, and Finance (ICEBEF 2018), 432–436.
Raaper, R., & Brown, C. (2020). The Covid-19 pandemic and the dissolution of the university campus: Implications for student support practice. Journal of Professional Capital and Community, 5(3/4), 343–349.
Samad, A., Muchiri, M., & Shahid, S. (2022). Investigating leadership and employee well-being in higher education. Personnel Review, 51(1), 57–76.
Sathiyaseelan, S. (2023). Transformational leaders in higher education administration: understanding their profile through phenomenology. Asia Pacific Journal of Education, 43(4), 1091–1106.
Spector, P. E. (1997). Job satisfaction: Application, assessment, causes, and consequences (Vol. 3). Sage.
Spector, P. E. (2022). Job satisfaction: From assessment to intervention. Routledge.
Staempfli, S., & Lamarche, K. (2020). Top ten: A model of dominating factors influencing job satisfaction of emergency nurses. International Emergency Nursing, 49, 100814.
Teeroovengadum, V., Kamalanabhan, T. J., & Seebaluck, A. K. (2016). Measuring service quality in higher education: Development of a hierarchical model (HESQUAL). Quality Assurance in Education, 24(2), 244–258.
Tremblay, M., Vandenberghe, C., & Doucet, O. (2013). Relationships between leader-contingent and non-contingent reward and punishment behaviors and subordinates’ perceptions of justice and satisfaction, and evaluation of the moderating influence of trust propensity, pay level, and role ambiguity. Journal of Business and Psychology, 28(2), 233–249.
Wijaya, A. F., Prastyari, C. A., & Armanu, A. (2019). The influence of leadership style on service quality in higher education: A study at a social science faculty. Jurnal Aplikasi Manajemen, 17(3), 426–433.
Yang, M., Luu, T. T., & Qian, D. (2021). Dual-focused transformational leadership and service innovation in hospitality organisations: A multilevel investigation. International Journal of Hospitality Management, 98, 103035.
Zhang, C., Lv, T., Yuan, C., Ren, Y., & Wang, S. (2020). The influence of demographic characteristics on employee promotion: research based on data mining and game theory. Wireless Communications and Mobile Computing, 2020(1), 8814733.
Adams, D. (2018). Mastering theories of educational leadership and management. University of Malaya Press.
Adams, D. (2023). Educational leadership. Springer.
Adams, D., Piaw, C. Y., Lee, K. C. S., & Sumintono, B. (2020). Transformational and distributed leadership: Research and evidence. University of Malaya Press.
Ahmad, M. F., Razaki, N. A. M., & Ahmad, A. N. A. (2021). The impact of quality indicators towards student satisfaction in higher education. Research in Management of Technology and Business, 2(1), 542–551.
Akdere, M., & Egan, T. (2020). Transformational leadership and human resource development: Linking employee learning, job satisfaction, and organizational performance. Human Resource Development Quarterly, 31(4), 393–421.
Al-Ali, W., Ameen, A., Isaac, O., Khalifa, G. S. A., & Shibami, A. H. (2019). The mediating effect of job happiness on the relationship between job satisfaction and employee performance and turnover intentions: A case study on the oil and gas industry in the United Arab Emirates. Journal of Business and Retail Management Research, 13(04).
Al-Refaei, A. A.-A., Ali, H. B. M., Ateeq, A. A., & Alzoraiki, M. (2023). An integrated mediating and moderating model to improve service quality through job involvement, job satisfaction, and organizational commitment. Sustainability, 15(10), 7978.
Andersen, L. B., Bjørnholt, B., Bro, L. L., & Holm-Petersen, C. (2018). Leadership and motivation: A qualitative study of transformational leadership and public service motivation. International Review of Administrative Sciences, 84(4), 675–691.
Angriani, M. R., Eliyana, A., Fitrah, H., & Sembodo, P. (2020). The effect of transactional and transformational leadership on lecturer performance with job satisfaction as the mediation. Systematic Reviews in Pharmacy, 11(11), 1263–1272.
Arokiasamy, A. R. A., & Tat, H. H. (2019). Organizational culture, job satisfaction and leadership style influence on organizational commitment of employees in private higher education institutions (PHEI) in Malaysia. Amazonia Investiga, 8(19), 191–206.
Avolio, J., & Bass, M. (2012). Multifactor leadership questionnaire: Manual and sample set. Mind Garden.
Bass, B. M., & Bass Bernard, M. (1985). Leadership and performance beyond expectations (Vol. 25, Issue 3). Free press New York.
Batugal, M. L. C., & Tindowen, D. J. C. (2019). Influence of organizational culture on teachers’ organizational commitment and job satisfaction: The case of catholic higher education institutions in the Philippines. Universal Journal of Educational Research, 7(11), 2432–2443.
Berrío-Ríos, L. V., Osorio-Barreto, D., & Díaz-Jurado, N. (2021). Factores asociados a la satisfacción laboral del personal administrativo de una universidad pública en la ciudad de Manizales: un análisis preliminar. Revista Eleuthera, 23(2), 101–123.
Bolton, R. N., & Drew, J. H. (1991). A longitudinal analysis of the impact of service changes on customer attitudes. Journal of Marketing, 55(1), 1–9.
Calma, A., & Dickson-Deane, C. (2020). The student as customer and quality in higher education. International Journal of Educational Management, 34(8), 1221–1235.
Chan, S. (2018). A review of twenty-first century higher education. Journal of Further and Higher Education, 42(3), 327–338.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of Marketing, 56(3), 55–68.
Dahleez, K., & Aboramadan, M. (2025). Servant leadership and job satisfaction in higher education: the mediating roles of organizational justice and organizational trust. International Journal of Leadership in Education, 28(4), 853–874.
Dutta, V., & Sahney, S. (2016). School leadership and its impact on student achievement: The mediating role of school climate and teacher job satisfaction. International Journal of Educational Management, 30(6), 941–958.
Dwivedi, P., Chaturvedi, V., & Vashist, J. K. (2020). Transformational leadership and employee efficiency: knowledge sharing as mediator. Benchmarking: An International Journal, 27(4), 1571–1590.
Eroje, E. I., Appiah, E. K., Eroje, A. B. I., ZAKIRULLA, M., Kunjappu, J. J., & AlShahrani, I. (2019). The relationship between transformational leadership and job satisfaction in selected colleges at King Khalid University, Abha, Saudi Arabia.
Givens, R. J. (2008). Transformational leadership: The impact on organizational and personal outcomes. Emerging Leadership Journeys, 1(1), 4–24.
Jameel, A. S., & Ahmad, A. R. (2019). The effect of transformational leadership on job satisfaction among academic staff. The 34th International Business Information Management Association (IBIMA) Conference, 13–14.
Jiatong, W., Wang, Z., Alam, M., Murad, M., Gul, F., & Gill, S. A. (2022). The impact of transformational leadership on affective organizational commitment and job performance: the mediating role of employee engagement. Frontiers in Psychology, 13, 831060.
Juhro, S. M., & Aulia, A. (2017). Transformational leadership through applied neuroscience: Transmission mechanism of the thinking process.
Karacabey, M. F., Bellibaş, M. Ş., & Adams, D. (2022). Principal leadership and teacher professional learning in Turkish schools: Examining the mediating effects of collective teacher efficacy and teacher trust. Educational Studies, 48(2), 253–272.
Kuwaiti, A. Al, Bicak, H. A., & Wahass, S. (2020). Factors predicting job satisfaction among faculty members of a Saudi higher education institution. Journal of Applied Research in Higher Education, 12(2), 296–310.
Latif, K. F., Latif, I., Farooq Sahibzada, U., & Ullah, M. (2019). In search of quality: measuring higher education service quality (HiEduQual). Total Quality Management & Business Excellence, 30(7–8), 768–791.
Li, Y., & Karanxha, Z. (2024). Literature review of transformational school leadership: Models and effects on student achievement (2006–2019). Educational Management Administration & Leadership, 52(1), 52–74.
Locke, E. A. (1969). What is job satisfaction? Organizational Behavior and Human Performance, 4(4), 309–336.
Mahzan, F. A. (2021). The relationship between transformational leadership practiced and the level of job satisfaction among lecturers in MARA professional college, Malaysia. Asian Journal of University Education (AJUE), 17(3), 154–161.
Malik, M. E., & Naeem, B. (2013). Towards understanding controversy on Herzberg theory of motivation. World Applied Sciences Journal, 24(8), 1031–1036.
Manurung, E. F. (2020). The effects of transformational leadership, competence and compensation on work motivation and implications on the performance of lecturers of Maritime College in DKI Jakarta. International Journal of Multicultural and Multireligious Understanding, 7(6), 112.
Mgaiwa, S. J. (2023). Leadership styles of academic deans and department heads: university dons’ perspectives on how they affect their job satisfaction. International Journal of Educational Management, 37(5), 1088–1103.
Nguyen, D. L. (2020). Mediating the role of psychological empowerment between transformational leadership and employee engagement. Management Science Letters, 10(16), 4039–4044.
Nguyen, D., Pietsch, M., & Gümüş, S. (2021). Collective teacher innovativeness in 48 countries: Effects of teacher autonomy, collaborative culture, and professional learning. Teaching and Teacher Education, 106, 103463.
Omar, R. C., Arshad, K. N. M., Daud, P., & Rani, R. M. (2019). Investigating the predominance of academic superior on officer’s commitment towards service quality in Malaysian private universities. International Journal of Innovation, Creativity and Change, 6(4).
Papanthymou, A., & Darra, M. (2017). Quality management in higher education: Review and perspectives. Higher Education Studies, 7(3), 132–147.
Pfister, I. B., Jacobshagen, N., Kälin, W., & Semmer, N. K. (2020). How does appreciation lead to higher job satisfaction? Journal of Managerial Psychology, 35(6), 465–479.
Purnomo, A. K., & Novalia, N. (2019). The effects of transformational leadership and job satisfaction on organizational commitment. 1st International Conference on Economics, Business, Entrepreneurship, and Finance (ICEBEF 2018), 432–436.
Raaper, R., & Brown, C. (2020). The Covid-19 pandemic and the dissolution of the university campus: Implications for student support practice. Journal of Professional Capital and Community, 5(3/4), 343–349.
Samad, A., Muchiri, M., & Shahid, S. (2022). Investigating leadership and employee well-being in higher education. Personnel Review, 51(1), 57–76.
Sathiyaseelan, S. (2023). Transformational leaders in higher education administration: understanding their profile through phenomenology. Asia Pacific Journal of Education, 43(4), 1091–1106.
Spector, P. E. (1997). Job satisfaction: Application, assessment, causes, and consequences (Vol. 3). Sage.
Spector, P. E. (2022). Job satisfaction: From assessment to intervention. Routledge.
Staempfli, S., & Lamarche, K. (2020). Top ten: A model of dominating factors influencing job satisfaction of emergency nurses. International Emergency Nursing, 49, 100814.
Teeroovengadum, V., Kamalanabhan, T. J., & Seebaluck, A. K. (2016). Measuring service quality in higher education: Development of a hierarchical model (HESQUAL). Quality Assurance in Education, 24(2), 244–258.
Tremblay, M., Vandenberghe, C., & Doucet, O. (2013). Relationships between leader-contingent and non-contingent reward and punishment behaviors and subordinates’ perceptions of justice and satisfaction, and evaluation of the moderating influence of trust propensity, pay level, and role ambiguity. Journal of Business and Psychology, 28(2), 233–249.
Wijaya, A. F., Prastyari, C. A., & Armanu, A. (2019). The influence of leadership style on service quality in higher education: A study at a social science faculty. Jurnal Aplikasi Manajemen, 17(3), 426–433.
Yang, M., Luu, T. T., & Qian, D. (2021). Dual-focused transformational leadership and service innovation in hospitality organisations: A multilevel investigation. International Journal of Hospitality Management, 98, 103035.
Zhang, C., Lv, T., Yuan, C., Ren, Y., & Wang, S. (2020). The influence of demographic characteristics on employee promotion: research based on data mining and game theory. Wireless Communications and Mobile Computing, 2020(1), 8814733.