The Influence of Transformational Leadership on Service Quality in Public Institutions of the Amhara Region, Ethiopia

Abstract

The study examined the effects of transformational leadership on service quality. It used a mixed-methods research approach of an explanatory sequential design. Data were collected from124 and 8 individuals for quantitative and qualitative strands, respectively. Closed-ended questionnaires and semi-structured interviews were used to gather data.  In the quantitative analysis, one-sample T-test, Pearson correlation and stepwise regression were used. Thematic analysis was used for the qualitative strand. Hence, the computed mean values showed ‘poor’ practices for the variables of transformational leadership and service quality. Pearson’s Correlation result indicated statistically significant and strong positive relationships between transformational leadership components and service quality. The coefficient of determination result showed a statistically significant explaining power of transformational leadership on the variance of service quality. Therefore, theoretically, the study implies that all transformational leadership dimensions have significant relationships with service quality. Practically, the outputs of this research can be utilized as a guide by organizational leaders to enhance the effectiveness of their leadership practice. To become effective in practice and to act as a role model, leaders in public organizations are recommended to utilize transformational leadership.  This is to equip them with the intended knowledge and skills of such leadership philosophy and to enforce practices of service quality.