JEFMS Journal

ABSTRACT:

The purpose of this research is to analyze empirically effect of organizational culture, job satisfaction, and servant leadership on service quality through the affective commitment of employee from freight forwarding companies in Jakarta.
e research method used in this research is descriptive quantitative. Determination of the number of samples in this study using purposive sampling technique as many as 262 respondents as research objects who are employees of freight forwarding companies in the Jakarta. The data used are primary data collected by distributing online questionnaires through Google forms. The collected data were analyzed by SEM method using Smart PLS 3.0 and SPSS Ver 25 software.
The results of the study show that the indirect effect of affective commitment provides full mediating between job satisfaction and service quality improvement; and partial mediating occurs on the effect on affective commitment between organizational culture and service quality, as well as servant leadership and service quality. There is a direct effect between organizational culture on service quality; servant leadership on service quality; organizational culture on affective commitment; job satisfaction on affective commitment; and servant leadership on affective commitment; as well as an affective commitment to service quality. There is no direct effect between job satisfaction on service quality. Managerial implications contribute to managers in freight forwarding service industry should pay attention to job satisfaction by opening opportunities for promotions, giving bonuses, and sufficient salaries to foster the emotional attachment of employees and improve service quality.
Novelty from the results of this study is affective commitment acts as a mediating variable in building service quality and becomes a full mediating between job satisfaction and service quality.

KEYWORDS:

Organizational Culture, Job Satisfaction, Servant Leadership, Service Quality, Affective Commitment.

REFERENCES:

1) Barbuto, J. E., & Wheeler, D. W. (2006). Scale development and construct clarification of servant leadership. Group and Organization Management, 31(3), 300–326. https://doi.org/10.1177/1059601106287091

2) Castro-Casal, C., Vila-Vázquez, G., & Pardo-Gayoso, Á. (2019). Sustaining affective commitment and extra-role service among hospitality employees: Interactive effect of empowerment and service training. Sustainability (Switzerland), 11(15). https://doi.org/10.3390/su11154092

3) Chordiya, R., Sabharwal, M., & Goodman, D. (2017). Affective Organizational Commitment and Job Satisfaction: a Cross-National Comparative Study. Public Administration, 95(1), 178–195. https://doi.org/10.1111/padm.12306

4) Esmaeilpour, M., & Ranjbar, M. (2018). Investigating the impact of commitment, satisfaction, and loyalty of employees on providing high-quality service to customer. Studies in Business and Economics, 13(1), 41–57. https://doi.org/10.2478/sbe-2018-0004

5) Eva, N., Robin, M., Sendjaya, S., van Dierendonck, D., & Liden, R. C. (2019). Servant Leadership: A systematic review and call for future research. Leadership Quarterly, 30(1), 111–132. https://doi.org/10.1016/j.leaqua.2018.07.004

6) Fandi, T. (2012). Straregi Meningkatkan Kualitas layanan. Straregi Menngkatkan Kualitas Layanan, 53(9), 182–189.

7) Gautam, T., Van Dick, R., & Wagner, U. (2004). Organizational identification and organizational commitment: Distinct aspects of two related concepts Thaneswor Gautam Rolf Van Dick. Asian Journal of Social Psychology, 7(May 2003), 301–315.

8) Gibson, James L, John.M.Ivancevich, J. H. D. (2005). Organization Perilaku, Struktur, Proses (1st ed.). Binaruppa Aksara.

9) Giovanni, J., Sitorus, T., Manajemen, M., Mulia, U. B., & Utara, P. J. (2020). Organisasi Di Pt . Tata Mandiri Daerah ( Lippo Group ). 13(1), 91–101.

10) Griffin, R. W. G. M. (2012). Organizational Behavior (7th ed.). South-Western Cengage Learning.

11) Hadian, D. (2017). International Review of Management and Marketing The Relationship Organizational Culture and Organizational Commitment on Public Service Quality; Perspective Local Government in Bandung, Indonesia. International Review of Management and Marketing, 7(1), 230–237. http:www.econjournals.com

12) Hair, J. F., Sarstedt, M., Ringle, C. M., & Gudergan, S. P. (2018). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (3rd ed.). SAGE Publications, Inc.

13) Haris, H. (2017). Pengaruh Kepuasan Kerja Dan Komitmen Organisasi Terhadap Kualitas Layanan Di Pt. Asuransi Jasindo (Persero) Kantor Cabang Korporasi Dan Ritel Bandung. Jurnal Manajemen Dayasaing, 19(2), 135–151. https://doi.org/10.23917/dayasaing.v19i2.5513

14) He, P. (2008). An Investigation of the Antecedents and Consequences of Affective Commitment in a U.S. Hospitality Organization. In Virginia Polytechnic Institute and State University. Faculty of the Virginia Polytechnic Institute and State University.

15) Imam, G. (2016). Aplikasi Analisis Multivariete SPSS 23 (8th ed.). Universitas Diponegoro.

16) Irving, J. A., & Berndt, J. (2017). Leader purposefulness within servant leadership: Examining the effect of servant leadership, leader follower-focus, leader goal-orientation, and leader purposefulness in a large u.s. healthcare organization. Administrative Sciences, 7(2). https://doi.org/10.3390/admsci7020010

17) Izogo, E. E., & Ogba, I. E. (2015). Service quality, customer satisfaction and loyalty in automobile repair services sector. International Journal of Quality and Reliability Management, 32(3), 250–269. https://doi.org/10.1108/IJQRM-05-2013-0075

18) Joreskog, K. . dan D. S. (1996). Lisrel 8: User’s Reterence Quide. Scientific Software International. Inc.

19) Karakasnaki, M., Psomas, E., & Bouranta, N. (2019). The interrelationships among organizational culture and service quality under different levels of competitive intensity: An application in the shipping industry. International Journal of Quality and Service Sciences, 11(2), 217–234. https://doi.org/10.1108/IJQSS-10-2017-0096

20) Kloutsiniotis, P. V., & Mihail, D. M. (2018). The link between perceived high-performance work practices, employee attitudes and service quality: The mediating and moderating role of trust. Employee Relations, 40(5), 801–821. https://doi.org/10.1108/ER-08-2017-0201

21) Kotler, P. (2008). Managemen Pemasaran (12th, Jilid ed.). Jakarta, Erlangga.

22) Kreitner, R., & Angelo, K. (2014). Perilaku Organisasi (9th ed.). Salemba Empat.

23) Kwak, W. J., & Kim, H. K. (2015). Servant leadership and customer service quality at Korean hotels: Multilevel organizational citizenship behavior as a mediator. Social Behavior and Personality, 43(8), 1287–1298. https://doi.org/10.2224/sbp.2015.43.8.1287

24) Lacroix, M., & Verdorfer, A. P. (2017). Can servant leaders fuel the leadership fire? The relationship between servant leadership and followers’ leadership avoidance. Administrative Sciences, 7(1), 1–12. https://doi.org/10.3390/admsci7010006

25) Lapointe, É., & Vandenberghe, C. (2018). Examination of the Relationships Between Servant Leadership, Organizational Commitment, and Voice and Antisocial Behaviors. Journal of Business Ethics, 148(1), 99–115. https://doi.org/10.1007/s10551-015-3002-9

26) Lee, A., Lyubovnikova, J., Tian, A. W., & Knight, C. (2020). Servant leadership: A meta-analytic examination of incremental contribution, moderation, and mediation. Journal of Occupational and Organizational Psychology, 93(1), 1–44. https://doi.org/10.1111/joop.12265

27) Liden, R. C., Wayne, S. J., Zhao, H., & Henderson, D. (2008). Servant leadership: Development of a multidimensional measure and multi-level assessment. Leadership Quarterly, 19(2), 161–177. https://doi.org/10.1016/j.leaqua.2008.01.006

28) Luthans, F. (2011). Organizational Behavior. In Organizational Behavior (12th ed.). McGraw-Hill/Irwin.

29) Makmuri Muchlas. (2012). Perilaku Organisasi. Gadjah Mada University Press.

30) Mauleny, A. T., Alhusain, A. S., Harefa, M., Permana, S. H., Adhiem, M. A., Sayekti, N. W., & Lisnawati. (2020). Memajukan Logistik Indonesia yang Berdaya Saing (C. F. Mulya (ed.)). Yayasan Pustaka Obor Indonesia. https://berkas.dpr.go.id/puslit/files/buku_tim/buku-tim-public-128.pdf

31) Megheirkouni, M. (2018). Insights on practicing of servant leadership in the events sector. Sport, Business and Management: An International Journal, 8(2), 134–152. https://doi.org/10.1108/SBM-01-2017-0001

32) Milana, E. (2018). Impact of job satisfaction on public service quality: Evidence from Syria. Serbian Journal of Management, 13(2), 233–250. https://doi.org/10.5937/sjm13-14734

33) Nikpour, A. (2017). The impact of organizational culture on organizational performance: The mediating role of employee’s organizational commitment. International Journal of Organizational Leadership, 6(1), 65–72. https://doi.org/10.33844/ijol.2017.60432

34) Parasuraman, a, Zeithaml, V. a, & Berry, L. L. (1988). SERQUAL: A Multiple-Item scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(September 2014), 28. https://doi.org/10.1016/S0148-2963(99)00084-3

35) Park, S., & Doo, M. Y. (2020). The effect of organizational culture and HR practices on female managers’ commitment and job satisfaction. European Journal of Training and Development, 44(2–3), 105–120. https://doi.org/10.1108/EJTD-03-2019-0045

36) Qiu, S., Dooley, L. M., & Xie, L. (2020). How servant leadership and self-efficacy interact to affect service quality in the hospitality industry: A polynomial regression with response surface analysis. Tourism Management, 78(August 2019), 104051. https://doi.org/10.1016/j.tourman.2019.104051

37) Ramseook-munhurrun, P., Naidoo, P., & Lukea-bhiwajee, S. D. (2010). MEASURING SERVICE QUALITY: PERCEPTIONS OF. 4(1), 47–58.

38) Robbins, S. P., & Judge, T. A. (2017). Organizational Behavior Seventeenth Edition. In Fortune.

39) Saleem, F., Zhang, Y. Z., Gopinath, C., & Adeel, A. (2020). Impact of Servant Leadership on Performance: The Mediating Role of Affective and Cognitive Trust. SAGE Open, 10(1). https://doi.org/10.1177/2158244019900562

40) Sekaran U, R. B. (2016). Research methods for business: a skill-building approach (7th ed.). Chichester, West Sussex, United Kingdom: John Wiley & Sons.

41) Sihombing, S., Astuti, E. S., Mussadieq, M., Hamied, D., & Rahardjo, K. (2018). The Effect of Servant Leadership to Rewards, Organizational Culture, and its Implication to Employee’s Performance (Case Study on the Employees of PT. Bank Tabungan Negara (Persero) Tbk. Indonesia). International Journal of Law and Management-Emerald Insight, 7(5), 781–796.

42) Su, W., Lyu, B., Chen, H., & Zhang, Y. (2020). How does servant leadership influence employees’ service innovative behavior? The roles of intrinsic motivation and identification with the leader. Baltic Journal of Management, 15(4), 571–586. https://doi.org/10.1108/BJM-09-2019-0335

43) Suwatno, D. J. P. (2014). Manajemen SDM dalam Organisasi Publik dan Bisnis. Afabeta, Bandung.

44) Suwibawa, A., Agung, A. A. P., & Sapta, I. K. S. (2018). Effect of Organizational Culture and Organizational Commitment to Employee Performance through Organizational Citizenship Behavior (OCB) as Intervening Variables (Study on Bappeda Litbang Provinsi Bali). International Journal of Contemporary Research and Review, 9(08), 20997–21013. https://doi.org/10.15520/ijcrr/2018/9/08/582

45) Szamosfalvi, B., Frinak, S., & Yee, J. (2010). Automated regional citrate anticoagulation: Technological barriers and possible solutions. Blood Purification, 29(2), 204–209. https://doi.org/10.1159/000245648

46) Trivellas, P., & Dargenidou, D. (2009). Organisational culture, job satisfaction and higher education service quality: The case of Technological Educational Institute of Larissa. TQM Journal, 21(4), 382–399. https://doi.org/10.1108/17542730910965083

47) Williams, W. A., Brandon, R. S., Hayek, M., Haden, S. P., & Atinc, G. (2017). Servant leadership and followership creativity: The influence of workplace spirituality and political skill. Leadership and Organization Development Journal, 38(2), 178–193. https://doi.org/10.1108/LODJ-02-2015-0019

48) Ximenes, M., Supartha, W. G., Manuati Dewi, I. G. A., & Sintaasih, D. K. (2019). Entrepreneurial leadership moderating high performance work system and employee creativity on employee performance. Cogent Business and Management, 6(1), 1–13. https://doi.org/10.1080/23311975.2019.1697512

49) Yohana, C. (2017). The effect of leadership, organizational support and organizational citizenship behavior on service quality. Problems and Perspectives in Management, 15(2Continue1), 197–203. https://doi.org/10.21511/ppm.15(2-1).2017.03