LECTURER PERFORMANCE MEDIATES THE INFLUENCE OF SERVANT LEADERSHIP AND ORGANIZATIONAL CULTURE ON SERVICE QUALITY

Abstract

This study investigates the influence of servant leadership and organizational culture on service quality in higher education, with lecturer performance examined as a mediating variable. Employing a quantitative design, the research was conducted among lecturers and students in private universities. Data were obtained through Likert scale questionnaires and analyzed using structural equation modelling with a partial least squares. The findings indicate that servant leadership positively and significantly influences lecturer performance, whereas organizational culture has a negative effect. However, neither servant leadership nor organizational culture directly contributes to service quality. Moreover, lecturer performance does not significantly influence service quality and fails to mediate the relationship between servant leadership, organizational culture, and service quality. These results suggest that service quality in private higher education institutions is influenced by other factors outside the examined model. This study contributes theoretically to understanding the interplay of leadership, organizational culture, and lecturer performance in higher education, while also offering practical insights for university management in efforts to enhance service quality.