Relationship Between Leadership Style with Service Quality

Case Study: Food and Beverage Service Industry in Pagar Alam City

DOI

10.2991/aebmr.k.211223.015How to use a DOI?

Keywords

leadership style; service quality; restaurant; city of Pagar Alam

Abstract

This study links transformational and transactional leadership variables with service quality, this study measures the level of service performance of the quality of service provided to consumers. The study also analyzed how employees of the food and beverage service industry received between transformational leadership styles and transactional leadership styles, ultimately this research relationship between the indicator of service quality and leadership style. In managing service quality, a leadership style is needed that can encourage all service instruments to be carried out optimally. This study aims to analyze the relationship between the leadership style of restaurant managers in the city of Pagar Alam and the quality of service produced. Data were collected through questionnaire answers from 125 respondents and analyzed using correlation test. The results showed that transformational leadership style and transactional leadership style had a significant relationship with service quality, but the empathy dimension did not have a significant relationship with the dimensions of charisma and intellectual stimulation.

Copyright

© 2021 The Authors. Published by Atlantis Press International B.V.

Open Access

This is an open access article under the CC BY-NC license.

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TY  - CONF
AU  - Samuel Hamonangan
AU  - Pelliyezer Karo Karo
AU  - Zulkifli Harahap
PY  - 2021
DA  - 2021/12/24
TI  - Relationship Between Leadership Style with Service Quality
BT  - Proceedings of the Palembang Tourism Forum 2021 (PTF 2021)
PB  - Atlantis Press
SP  - 107
EP  - 113
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.211223.015
DO  - 10.2991/aebmr.k.211223.015
ID  - Hamonangan2021
ER  -