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DAFTAR ISI

Halaman

HALAMAN SAMPUL .............................................................................. i

HALAMAN JUDUL ................................................................................. ii

HALAMAN PERSETUJUAN ................................................................. iii

HALAMAN PENGESAHAN .................................................................... iv

HALAMAN PERNYATAAN KEASLIAN TESIS ....................................... v

PRAKATA .............................................................................................. vi

ABSTRAK .............................................................................................. ix

ABSTRACT ........................................................................................... x

DAFTAR ISI ........................................................................................... xi

DAFTAR TABEL ................................................................................... xvi

DAFTAR GAMBAR ............................................................................... xviii

DAFTAR LAMPIRAN ............................................................................. xix

BAB I PENDAHULUAN.......................................................................... 1

1.1. Latar Belakang .................................................................... 1

1.2. Rumusan Masalah .............................................................. 9

1.3. Tujuan Penelitian ................................................................ 10

1.4. Kegunaan Penelitian ........................................................... 11

1.4.1 Kegunaan Teoritis....................................................... 11

1.4.2 Kegunaan Praktis ....................................................... 11

1.5. Sistematika Penulisan ......................................................... 12

BAB II TINJAUAN PUSTAKA................................................................. 13

2.1. Tinjauan Teori dan Konsep .................................................. 13

2.1.1 Teori Transaksional (Transactional Theory) ................ 13

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2.1.2 Teori Tranformasional (Transformational Theory) ....... 13

2.1.3 Teori Kualitas Pelayanan ............................................ 15

2.1.4 Pelayanan Publik ........................................................ 16

2.1.4.1 Tujuan Pelayanan Publik .............................. 17

2.1.4.2 Kunci Sukses Pelayanan yang Baik .............. 18

2.1.5 Kualitas Pelayanan ..................................................... 19

2.1.6 Pengertian Kepemimpinan .......................................... 24

2.1.6.1 Tipe Kepemimpinan ...................................... 25

2.1.6.2 Gaya Kepemimpinan Transaksional dan

Transformasional .......................................... 29

2.1.7 Pengertian Disiplin Kerja............................................. 34

2.1.7.1 Faktor-Faktor Yang Mempengaruhi Disiplin

Kerja ............................................................. 35

2.1.7.2 Indikator Disiplin Kerja .................................. 37

2.1.7.3 Disiplin Kerja Pada Ruang Lingkup Pegawai

Negeri Sipil ................................................... 39

2.2. Tinjauan Empiris ................................................................. 39

BAB III KERANGKA KONSEPTUAL DAN HIPOTESIS .......................... 45

3.1. Kerangka Konseptual ......................................................... 45

3.2. Hipotesis Penelitian ............................................................ 46

3.2.1 Pengaruh Gaya kepemimpinan Transaksional

terhadap Disiplin Kerja ............................................... 46

3.2.2 Pengaruh Gaya kepemimpinan Transformasional

terhadap Disiplin Kerja ............................................... 47

3.2.3 Pengaruh Langsung Gaya kepemimpinan

Transaksional terhadap Kualitas Pelayanan ............... 47

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3.2.4 Pengaruh Langsung Gaya kepemimpinan

Transformasional terhadap Kualitas Pelayanan.......... 48

3.2.5 Pengaruh Disiplin Kerja terhadap Kualitas Pelayanan 49

BAB IV METODE PENELITIAN ............................................................. 51

4.1 Rancangan Penelitian.......................................................... 51

4.2 Situs dan Waktu Penelitian ................................................. 51

4.2.1 Situs Penelitian .......................................................... 51

4.2.2 Waktu Penelitian ........................................................ 51

4.3 Populasi, Sampel dan Teknik Pengambilan Sampel ............ 52

4.3.1 Populasi ..................................................................... 52

4.3.2 Sampel ...................................................................... 52

4.3.3 Teknik Pengambilan Sampel ..................................... 52

4.4 Jenis dan Sumber data ....................................................... 52

4.5 Metode Pengumpulan Data ............................................... 53

4.5.1 Interview (wawancara) ............................................... 53

4.5.2 Observasi (pengamatan) ........................................... 54

4.5.3 Kuesioner .................................................................. 54

4.5.4 Dokumentasi .............................................................. 54

4.6 Variabel Penelitian dan Definisi Operasional ....................... 54

4.6.1 Variabel Penelitian ..................................................... 54

4.6.2 Definisi Operasional ................................................... 55

4.7 Instrumen Penelitian ............................................................ 56

4.8 Teknik Analisa Data ............................................................. 60

4.8.1 Statistik Deskriptif ...................................................... 61

4.8.2 Uji Hipotesis ............................................................... 61

4.8.2.1 Model Pengukuran (Outer Model) ................. 61

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4.8.2.2 Model Struktural (Inner Model) ...................... 62

BAB V HASIL PENELITIAN ................................................................... 64

5.1 Deskripsi Data .................................................................... 64

5.1.1 Karakteristik Responden ............................................ 64

5.2 Deskriptif Hasil Penelitian .................................................... 67

5.2.1 Statistik Deskriptif ................................................... 67

5.3 Mengevaluasi Model Pengukuran atau Outer Model ........... 70

5.3.1 Validitas Konstruk (Construct Validity) ....................... 70

5.3.2 Convergent Validity .................................................... 76

5.3.3 Discriminant Validity .................................................. 76

5.3.4 Reliabilitas Konstruk (Reliability Construct) ................ 78

5.4 Evaluasi Model Struktural atau Inner model......................... 81

5.4.1 Pengujian Hipotesis ................................................... 83

BAB VI PEMBAHASAN ......................................................................... 86

6.1 Pengaruh Gaya Kepemimpinan Transaksional terhadap

Disiplin Kerja ...................................................................... 86

6.2 Pengaruh Gaya Kepemimpinan Transformasional terhadap

Disiplin Kerja ....................................................................... 86

6.3 Pengaruh Langsung Gaya Kepemimpinan Transaksional

terhadap Kualitas Pelayanan .............................................. 87

6.4 Pengaruh Langsung Gaya Kepemimpinan Transformasional

terhadap Kualitas Pelayanan ............................................... 88

6.5 Pengaruh Disiplin Kerja terhadap Kualitas Pelayanan ......... 89

BAB VII PENUTUP ................................................................................ 91

7.1 Kesimpulan ......................................................................... 91

7.2 Implikasi .............................................................................. 93

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7.3 Keterbatasan Penelitian....................................................... 94

7.4 Saran-Saran ........................................................................ 94

DAFTAR PUSTAKA .............................................................................. 96

LAMPIRAN ........................................................................................... 103

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DAFTAR TABEL

Nomor Halaman

1.1 Target dan Realisasi Penerimaan PKB dan BBNKB di Kantor

SAMSAT UPTD Pendapatan Daerah Provinsi Sulawesi Tengah

Wilayah VII Tolitoli Tahun 2011-2015 ............................................. 6

2.1 Studi Empiris .................................................................................. 40

3.1 Kisi-kisi Instrumen Persepsi terhadap Gaya Kepemimpinan

Transaksional ................................................................................. 55

3.2 Kisi-kisi Instrumen Persepsi terhadap Gaya Kepemimpinan

Transformasional ............................................................................ 56

3.3 Kisi-kisi Instrumen Persepsi terhadap Disiplin Kerja........................ 57

3.4 Kisi-kisi Instrumen Persepsi terhadap Kualitas Pelayanan .............. 58

4.1 Parameter Uji Validitas dalam Model Pengukuran PLS ................... 60

5.1 Umur Responden ............................................................................ 62

5.2 Jenis Kelamin Responden .............................................................. 63

5.3 Gol./ Honorer Responden ............................................................... 63

5.4 Jabatan Responden ........................................................................ 63

5.5 Pendidikan Terakhir Responden ..................................................... 64

5.6 Status Responden .......................................................................... 64

5.7 Masa Kerja Responden .................................................................. 65

5.8 Gaya Kepemimpinan Transaksional (X1) ........................................ 66

5.9 Gaya Kepemimpinan Transformasional (X2)................................... 67

5.10 Disiplin Kerja (Y1) .......................................................................... 67

5.11 Kualitas Pelayanan (Y2)................................................................. 68

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5.12 Outer Loading, AVE dan Communality........................................... 69

5.13 Cross Loadings .............................................................................. 75

5.14 Composite Reliability ..................................................................... 77

5.15 Cronbachs Alpha .......................................................................... 78

5.16 Laten Variabel Correlations............................................................ 79

5.17 AVE dan Akar AVE ........................................................................ 79

5.18 R Square ....................................................................................... 80

5.19 Path Coefficients ............................................................................ 81

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DAFTAR GAMBAR

Nomor Halaman

3.1 Kerangka Konseptual...................................................................... 45

5.1 Tampilan Hasil PLS Algorthm ......................................................... 74

5.2 Tampilan Diagram Average Varian Extracted (AVE) ....................... 74

5.3 Tampilan Diagram Composite Reliability ........................................ 77

5.4 Tampilan Diagram Cronbachs Alpha ............................................. 78

5.5 Tampilan Diagram R Square ........................................................... 80

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DAFTAR LAMPIRAN

Lampiran Halaman

1. Surat Izin Penelitian ......................................................................... 97

2. Surat Keterangan/Izin ....................................................................... 98

3. Kuesioner ......................................................................................... 99

4. PLS Algoritmh-Outer Model............................................................... 105

5. PLS Bootstrapping- Inner Model ....................................................... 109

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