Service Performance Model Through Work Motivation: Analysis of Transformational Leadership, Managerial Coaching, and Organizational Commitments (At the Regional Development Bank of South Kalimantan)

Abstract

Ary Bastari, Hapzi Ali, Hamidah.

As a provider of quality banking services, South Kalimantan Bank employees always maintain service performance by working in accordance with Standard Operating Procedures (SOP). However, the problem faced in this study is about the quality of service performance of South Kalimantan Bank during the 2016- 2018 period, during which the service performance did not match the standards set by the company and inconsistencies occurred in the delivery of services to its work units, even though the company had complete the policy regarding South Kalimantan Bank service standards. This study aims to examine and analyze the effect of transformational leadership, managerial coaching, and organizational commitment to service performance through work motivation. This research is quantitative using multivariate analysis with SEM LISREL 8.8. Population withdrawal using census techniques, the sample of respondents is 220 permanent employees. The results of this study indicate a positive and significant influence of transformational leadership on motivation, a positive and significant influence of transformational leadership on motivation, a positive and significant effect of managerial coaching on motivation, the positive and significant influence of managerial coaching variables on service performance, the positive and significant influence of organizational commitment variables on motivation, the positive and significant influence of organizational commitment variables on service performance, and the existence of a positive and significant influence of the motivational variables on service performance.