TITLE:               

Improving the Quality Services of Lecturers through Strengthening Organizational Support, Service Leadership, Personality, and Job Satisfaction for Health Polytechnic Lecturers at the Ministry of Health in Bandung

 AUTHORS:     

Subandi, Didik Notosudjono, Widodo Sunaryo

DOI:  10.5110/77. 1087               Page:   162-193            Vol: 18    Issue: 10   Year: 2023

ABSTRACT

This research aims to produce strategies and ways to improve the quality of lecturer services through strengthening organizational support, service leadership, personality, and job satisfaction among lecturers at the Ministry of Health’s Health Polytechnic in Bandung. The samples selected based on the Yamane formula from a population of 216 resulted in a total of 154 samples taken using stratified proportional random sampling in seven sub-districts. This research uses a survey method with a path analysis approach and is followed by SITOREM analysis. The results of this research can be concluded: 1). There is a direct positive effect of organizational support on service quality. 2). There is a direct positive effect between servant leadership and service quality. 3). There is a direct positive effect between personality and service quality. 4). There is a direct positive effect between job satisfaction and service quality. 5). There is a direct positive effect between organizational support and job satisfaction. 6). There is a direct positive effect between servant leadership and job satisfaction. 7). There is a positive effect of personality on job satisfaction. 8). There is an indirect effect of organizational support on service quality through Job Satisfaction. 9). There is an indirect effect of personality on service quality through Job Satisfaction. 10). There is a direct effect of personality on service quality which is greater than the indirect effect of personality on service quality through job satisfaction. This means that job satisfaction is not effective as an intervening variable that mediates the effect of personality on service quality. Based on the SITOREM analysis, in the servant leadership variable, there are findings, namely the indicators that are classified as strong are openness to experience; emotional stability; concioueness, and agreeableness, while indicators that are classified as weak are comfort in interacting with other people. By maintaining strong indicators and improving weak indicators on personality variables, it can be predicted that job satisfaction will increase.

Keywords:

Organizational Support, Servant Leadership, Personality, Job Satisfaction, Service Quality

Received: 13 November 2023

Accepted: 10 December 2023

Published: 18 December 2023