Dari Keteladanan Ke Empati Pelayanan: Model Kepemimpinan Transformasional Dalam Meningkatkan Kualitas Pelayanan Publik di DPM-PTSP Kabupaten Gorontalo
DOI:
https://doi.org/10.71153/wathan.v3i2.556Keywords:
Kepemimpinan Transformasional, Kualitas Pelayanan Publik, Empati PelayananAbstract
Kualitas pelayanan publik masih menjadi tantangan utama dalam administrasi publik, khususnya dalam memahami bagaimana kepemimpinan memengaruhi hasil pelayanan di luar prosedur formal dan mekanisme pengendalian administratif. Penelitian ini bertujuan menganalisis bagaimana kepemimpinan transformasional membentuk kualitas pelayanan publik di Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu (DPM-PTSP) Kabupaten Gorontalo. Penelitian menggunakan desain studi kasus kualitatif interpretif dengan data yang diperoleh melalui wawancara mendalam, observasi, dan analisis dokumen, kemudian dianalisis menggunakan pengkodean tematik. Hasil penelitian menunjukkan bahwa kepemimpinan transformasional bekerja melalui empat mekanisme utama. Keteladanan membentuk akuntabilitas melalui internalisasi integritas dan tanggung jawab; motivasi inspiratif memperkuat responsivitas melalui komitmen pelayanan; inovasi meningkatkan efisiensi melalui pembelajaran organisasi dan perbaikan proses kerja; serta perhatian personal membangun empati melalui hubungan interpersonal yang suportif. Penelitian ini mengembangkan model kepemimpinan transformasional dalam pelayanan publik yang menjelaskan bagaimana dimensi kepemimpinan menghasilkan outcome pelayanan yang berbeda melalui mekanisme organisasi yang spesifik. Temuan ini memperluas literatur kepemimpinan transformasional dengan memberikan penjelasan yang lebih rinci mengenai bagaimana kepemimpinan diterjemahkan ke dalam akuntabilitas, responsivitas, efisiensi, dan empati dalam organisasi pelayanan publik.
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Copyright (c) 2026 Novi Pratiwi Usman, Yakob Noho Nani, Alexander Badjuka, Juriko Abdussamad, Abduls Muchlis Akuba (Author)
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