The Relationship among Transformational Leadership, Job Satisfaction and Service Quality in Public Institutions of Amhara Regional State, Ethiopia
Destaw Amare Lakew, Mateb Tafere Gedifew
The intent of the study was to examine the interactions among service quality, job satisfaction and transformational leadership in the public sectors of Amara regional state, Ethiopia. The mixed research approach and explanatory sequential design were used in this study. In the study, 354resondents for survey and 12 interviewees for qualitative data were involved. To collect data, close-ended questionnaires and semi-structured interviews were employed. The quantitative data was analyzed by employing Partial Least Squares Structural Equation Modeling (PLS-SEM). whereas, to the qualitative data, thematic analysis was employed. The path analysis result demonstrated that transformational leadership had a positive and significant influence on both job satisfaction and service quality directly. Job satisfaction also exhibited positive relationship with service quality. Besides, job satisfaction mediates the link between transformational leadership and service quality partially. While, the findings of the thematic analysis indicated ‘poor’ practice of transformational leadership that resulted in low practice of job satisfaction and service quality. Based on this, the more transformational leadership is used, the greater will be job satisfaction and service quality practice in public institutions. Thus, the research suggests conceptually that transformational leadership has a good link with both job satisfaction and service quality. The results also have important practical contributions for leaders and practitioners, who should take note of them and endeavor to improve the application of the research variables in their own setting. Hence, leaders in public sectors are advised to apply transformational leadership effectively in order to become fruitful in service quality practice either directly or through job satisfaction.
Keywords: Job satisfaction, Public sector, Service quality, Transformational leadership
