LEADERSHIP, EMPLOYEE COMPETENCE, AND FACILITIES AS DETERMINANTS OF SERVICE QUALITY: SELF-EFFICACY MEDIATION AT BATAM CUSTOMS PASSENGER TERMINALS

Abstract

This study examines the effects of leadership, employee competence, and facilities on service quality, with self-efficacy as a mediator, at passenger terminals supervised by the Main Service Office of Customs and Excise Type B Batam. A quantitative approach was employed. The population comprised 277 employees, and the sample size of 164 was determined using Slovin's formula with a 5% margin of error. Data were collected through a Likert-scale questionnaire and analyzed using partial least squares structural equation modeling (PLS-SEM). Leadership and employee competence had positive, significant effects on self-efficacy, whereas facilities had no significant effect. Leadership, employee competence, and facilities positively and significantly affected service quality, while self-efficacy had no significant direct effect. Self-efficacy did not mediate the effect of leadership on service quality but mediated the effects of employee competence and facilities. The adjusted R² values were 0.825 for self-efficacy and 0.879 for service quality, indicating strong explanatory power. The findings highlight the importance of strengthening leadership, developing employee competence, and optimizing service facilities to improve service quality.