OKTAVIANI, ASTRI (2026) ANALISIS GAYA KEPEMIMPINAN DALAM MENINGKATKAN KUALITAS LAYANAN MELALUI PENGUATAN KEDISIPLINAN KERJA SEBAGAI INTERVENING (Studi kasus Pada Karyawan AHASS PT Astra Siliwangi Semarang). Sarjana (S1) thesis, UNIVERSITAS BPD.
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Abstract
This study aims to analyze the effect of Leadership Style on Service Quality, both directly and indirectly through Work Discipline as an intervening variable at AHASS PT Astra Siliwangi Semarang. The background of the study is based on the phenomenon of inconsistent employee discipline and a CSI score of 82, which is still below the AHM target of 85.This study uses a quantitative approach with a survey method. The population consists of all employees of AHASS PT Astra Siliwangi Semarang, totaling 46 people, with a saturated sampling technique. Data were collected using a 1-5 Likert scale questionnaire and analyzed using SEM-PLS with SmartPLS 4.The results show that: 1) Leadership Style has a positive and significant effect on Work Discipline; 2) Work Discipline has a positive and significant effect on Service Quality; 3) Leadership Style has no direct and insignificant effect on Service Quality. Based on these results, it can be concluded that Work Discipline acts as a full mediator between Leadership Style and Service Quality.
Keywords: Leadership Style, Work Discipline, Service Quality, Full Mediation.
| Item Type: | Thesis (Sarjana (S1)) |
|---|---|
| Additional Information: | Penelitian ini bertujuan untuk menganalisis pengaruh Gaya Kepemimpinan terhadap Kualitas Layanan, baik secara langsung maupun tidak langsung melalui Kedisiplinan Kerja sebagai variable intervening pada AHASS PT. Astra Siliwangi Semarang. Latar belakang penelitian ini di dasari oleh fenomena Kedisiplinan Karyawan dan Skor CSI 82 yang masih di bawah target AHM 85.Penelitian ini menggunakan pendekatan Kuantitatif dengan metode observasi. Populasi adalah seluruh karyawan AHASS PT. Astra Siliwangi Semarang sebanyak 46 orang dengan tekning sampling jenuh. Pengumpulan data menggunakan kuesioner skala Likert 1-5 dan dianalisis menggunakan SmartPLS 4.Hasil penelitian menunjukkan bahwa : 1) Gaya kepemimpinan berpengaruh positif dan signifikan terhadap Kedisiplinan Kerja, 2) Kedisiplinan Kerja berpengaruh positif dan signifikan terhadap Kualitas Layanan, 3) Gaya Kepemimpinan tidak berpengaruh langsung dan tidak signifikan terhadap Kualitas Layanan. Berdasarkan hasil tersebut, dapat disimpulkan bahwa Kedisiplinan Kerja berperan sebagai mediasi penuh antara Gaya Kepemimpinan dan Kualitas Layanan. Kata Kunci : Gaya Kepemimpinan, Kedisiplinan Kerja, Kualitas Layanan, Mediasi Penuh |
| Uncontrolled Keywords: | Keywords: Leadership Style, Work Discipline, Service Quality, Full Mediation. |
| Subjects: | H Social Sciences > HA Statistics H Social Sciences > HB Economic Theory H Social Sciences > HC Economic History and Conditions H Social Sciences > HN Social history and conditions. Social problems. Social reform |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Management |
| Depositing User: | Wisudawan S1 |
| Date Deposited: | 19 Aug 2026 02:01 |
| Last Modified: | 19 Aug 2026 02:01 |
| URI: | https://eprints.ubpd.ac.id/id/eprint/29 |
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