The Influence of Leadership Style, Employee Engagement, and Work Environment on Service Quality: A Systematic Literature Review
DOI:
https://doi.org/10.38035/dijefa.v7i2.6889Keywords:
Leadership Style, Employee Involvement, Work Environment, Service Quality, Systematic Literature ReviewAbstract
This study aims to examine the influence of leadership style, employee engagement, and work environment on service quality through a Systematic Literature Review (SLR) approach. Data were collected from scientific articles systematically selected using the PRISMA procedure from Scopus-indexed databases and reputable international journals (2018–2024), resulting in 20 high-quality articles. Findings reveal that transformational leadership style demonstrates the strongest influence on service quality (r = 0.58), followed by servant leadership (r = 0.52). Employee engagement acts as a significant partial mediator in the relationship between leadership and service quality, with an indirect effect contribution of 35–60%. The work environment significantly contributes to service quality (r = 0.52), with the socio-psychological dimension exerting a stronger influence (60%) than the physical dimension (40%). A strong synergistic effect exists among the three variables, where integrated optimization yields a 35–45% improvement in service quality. This study provides a theoretical contribution in the form of a holistic conceptual framework for comprehensively understanding the determinants of service quality.
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