The Mediating Effect of Service Quality on the Relationship Between Transformational Leadership and Student Satisfaction (Study at Jambi University)

Dira Meilina; Zulfina Adriani; Moh. Ihsan

doi:10.63922/ijebir.v4i03.1858

Dira Meilina Magister Management, Faculty of Economics and Business, Universitas Jambi
Zulfina Adriani Magister Management, Faculty of Economics and Business, Universitas Jambi
Moh. Ihsan Magister Management, Faculty of Economics and Business, Universitas Jambi

DOI: https://doi.org/10.63922/ijebir.v4i03.1858

Keywords: Transformational Leadership, Service Quality, Student Satisfaction, Partial Least Square (PLS).

Abstract

This study aims to analyze the effect of transformational leadership on student satisfaction, mediated by service quality at the University of Jambi. Transformational leadership is considered capable of inspiring and motivating improvements in service quality, ultimately contributing to student satisfaction. This research employs a quantitative approach using a survey method, involving 380 students selected through stratified random sampling. Data were collected through structured questionnaires and analyzed using Partial Least Squares (PLS) technique. The results indicate that transformational leadership has a positive and significant effect on both service quality and student satisfaction. Furthermore, service quality is found to significantly mediate the relationship between transformational leadership and student satisfaction. These findings highlight the importance of transformational leadership in enhancing academic and administrative service quality in alignment with student expectations, thereby reinforcing their satisfaction with the higher education institution. This study is also expected to serve as a reference for further research in the field of higher education management.

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