KEPEMIMPINAN DAN BUDAYA ORGANISASI TERHADAP KUALITAS PELAYANAN PUBLIK DALAM BIDANG PENDIDIKAN DI SMKS TELEKOMUNIKASI SANDHY PUTRA

Abstract

The study aims to evaluate the impact of leadership and organizational culture on the quality of public services at Sandhy Putra Purwokerto Telecommunications SMK. The method used is a quantitative approach with data collection using a questionnaire. The data was then analyzed through Structural Equation Modeling (SEM) using the Smart-PLS 3.0 software to test the proposed hypothesis. The results of the analysis show that leadership has a significant influence on the quality of service, with leaders who have attention to members, ability to cope with obstacles, and making constructive criticism of public service. Moreover, a well-organized organizational culture also has a positive impact on the quality of service, affirming that a strong framework of values and norms within the organization makes a major contribution to superior service. This approach shows that about 82.7% of the variability in service quality can be explained by leadership and organizational culture. These results support previous findings that affirm the vital role of caring leadership and structured organizational culture in improving the quality of public services. This research provides a deeper understanding of the importance of organizational leadership and culture factors in achieving superior service quality in educational institutions. Implications of these findings could be the basis for similar institutions to consider the importancy of developing qualified leaders and a strong organizational culture to improve the quality of public services.