BUILDING PERFORMANCE SERVICE THROUGH TRANSFORMATIONAL LEADERSHIP ANALYSIS, WORK STRESS AND WORK MOTIVATION (EMPIRICAL CASE STUDY IN STATIONERY DISTRIBUTOR COMPANIES)

This study aims to analyze: 1) Transformational leadership influences work motivation on employees of PT Meritindo Sejahtera Jakarta. 2) Job stress influences work motivation on PT Meritindo Sejahtera Jakarta employees. 3) Transformational leadership influencesperformance service of PT Meritindo Sejahtera Jakarta employees. 4) work stress affects theperformance service of PTemployees Merintido Sejahtera Jakarta. 5) work motivation has an effect onperformance service of PT Meritindo Sejahtera Jakarta employees. The research method is: quantitative research that uses the survey method in question is to explain the causal relationships or correlations commonly referred to as path analysis tools with analytical tools using the Lisrel SEM Program 8.8. Respondents were 199 employees at PT Meritindo Sejahtera Jakarta. The results of the study are: 1) the influence of transformational leadership on work motivation of PT Meritindo Sejahtera Jakarta employees. 2) the insignificant influence of work stress on work motivation on employees of PT Meritindo Sejahtera Jakarta. 3) the influence of transformational leadership onperformance service on PT Meritindo Sejahtera employees 4) the influence of work stress onperformance service employeeon PT Meritindo Sejahtera Jakarta employees. 5) the influence of motivation onperformance service on PT Meritindo Sejahtera employees.


INTRODUCTION
This research was conducted at PT. Meritindo Sejahtera Jakarta as a Stationery distributor, located in ITC Cempaka Mas, Central Jakarta. Based on preliminary data obtained, it is known that the level of customer activation as a source of company turnover continues to decline every year. The following customer activation data per year PT. Meritindo Sejahtera Jakarta: Data above is a graph of active customer development PT. Meritindo Sejahtera Jakarta. Based on the table, it appears that customers who actively shop at PT. Meritindo Sejahtera Jakarta has decreased significantly each year, from the total customers in 2013 which reached 3742 customers in the form of resellers of PT. Merintindo Sejahtera Jakarta continues to decline to 2221 in 2018. This is allegedly because the performance of employee services to customers is still not optimal. Maintaining key customers requires hard work from all elements in the company so that the company's service performance can be maintained. In addition to increasingly fierce business competition, of course the transformational leadership factor and stress due to work must be considered by the company so that employee motivation becomes triggered.
Many factors cause the company's service performance to customers to decline, resulting in many key customers turning to competing companies. But in this study, researchers are interested in examining and observing 3 main factors as research material, namely transformational leadership factors, work stress, employee motivation at work. These three factors are possible or suspected to cause the company's service performance factors to customers to decline.
Transformational leadership factor is the use of power and influence to direct the activities of flowers or subordinates towards the achievement of goals. That direction can influence the interpretation of followers of events, the organization of their work activities, their commitment to important goals, relationships with other followers, or their access to cooperation and support from other work units. While work stress is a factor caused when employees are not able to meet what are the demands of the job, and unclear what is the responsibility of the job. Stress is a condition of tension that creates a physical and psychological imbalance that affects the emotions, thought processes and conditions of an employee.
Another variable that is thought to influence the decline in the company's service performance is work motivation. Motivation as something that gives encouragement to individuals to do something desired work in accordance with the inspiration or desired individual. Individuals who have motivation such as getting energy to do the work while for individuals who do not do something work are considered to have no motivation. Based on the empirical background and literature described above, I am interested in conducting research under the title "BUILDING SERVICE PERFORMANCE THROUGH TRANSFORMATIONAL LEADERSHIP ANALYSIS, WORK STRESS AND WORK MOTIVATION(Empirical Case Study in Stationery Distributor Companies)".

Formulation of the problem
Based on this background, the problem to be investigated is how the influence of transformational leadership on performance, how the effect of work stress on employee performance at PT.Meritindo Sejahtera Jakarta, How does the influence of work motivation on employee performance of PT. Meritindo Jakarta, how the influence of transformational leadership on the motivation of the employees of PT. Merintindo Sejahtera Jakarta and how the effect of work stress on the work motivation of PT.Meritindo Sejahtera Jakarta employees.

Research Objectives
The purpose of this study is to determine the effect of transformational leadership, work stress on work motivation and service performance and the effect of work motivation on service performance of PT. Meritindo Sejahtera Jakarta.

Benefits of research
The expected benefits of this study are as follows:

1) Theoretical Benefits
This research is expected to broaden the knowledge of science, especially in the field of Human Resources management, especially in studies related to work stress and employee performance. In addition, this research is expected to be useful for other studies.

2) Practical Benefits
From the practical aspects of the use of this study to determine the effect of transformational leadership, work stress on work motivation and service performance as well as the effect of work motivation on service performance of PT. Meritindo Sejahtera Jakarta.
freely as possible. To surpass challenges and try new standards. To surpass yourself. To rival and surpass the others. To increase self-esteem by training the success of talent. According to Siswanto (2009) [8], motivation is every feeling or will and desire that greatly influences the individual's will so that the individual is encouraged to behave and act; the influence of forces that give rise to individual behavior; every action or event that causes a change in someone's behavior; and the process that determines the movement or behavior of individuals towards the goal.
Based on the explanation above, it can be synthesized that work motivation is an impulse that is in a person to do a job with indicators such as instilling idealism, providing inspiration, providing intellectual support and wisdom.

Transformational
Leadership Leadership is an important aspect in moving an organization. Graffeo (2019) [9] states that the essence of leadership is the ability to change an idea into a result that has a significant impact, so that from this statement the organization can move forward while experiencing setbacks caused by various factors where one of them is leadership. The leader is like a captain for ships that try to sail across the vast ocean, so as a leader must know where the goals of the organization will go.
According to Banks (2016) [10] transformational leadership has 4 dimensions, namely idealized influence, which is the tendency of individuals to encourage others to be similar or in accordance with themselves, inspirational motivation is a condition where individuals provide an idea or inspiration so that others follow it, intellectual stimulation characterizes namely behavior where individuals provide challenges to argue or take other risks to their employees and individual consideration is behavior where individuals try to meet and understand the needs of their employees.
According to Mickahail (2019) [11] transformational leadership is a creative leader who will continue to look for ways to build a more diverse and inclusive workforce that supports innovation and creativity. Leaders need to demonstrate insight, agility, integrity, and courage to build the respect of their followers and develop an organizational culture that is enhanced by a diverse workforce. " Referring to the understanding of transformational leaders above, it can be explained that creative leaders will continue to look for ways to build a workforce that has a variety of different and inclusive backgrounds and supports innovation and creativity. This is in line with research conducted by Suharyono and Ali H entitled, " The Effect of Motivation, Discipline and Leadership Style on Work Performance of the Social Workers and Transmigration Offices of Batang Hari Regency".
Based on the description above, it can be synthesized that transformational leadership is a leader who can encourage others to be similar or in accordance with him, inspirational motivation is a situation where individuals give an idea or inspiration so that others follow it, intellectual stimulation characterizes the behavior in which individuals give the challenge to argue or take other risks to employees and individual consideration is the behavior in which individuals try to meet and understand the needs of their employees. Transformational leaders must have insight, agility, integrity, and courage to build respect from their employees and develop an organizational culture that is enhanced by a workforce with diverse backgrounds. Indicators of a transformational leader such as instilling idealism, providing inspiration, providing intellectual support, and wisdom inherent in him.

Work Stress (Work Stress)
Opinions of experts related to the definition of work stress is very diverse. According to Gibson et al. [12], "work stress is an adjustment response mediated by individual differences and / or psychological processes that are a consequence of any external (environmental) action, situation, or event that establishes psychological and physical demands. excessive to someone ".
Meanwhile, Eriyanto [13], explained that "work stress is a status experienced when there is a mismatch between the demands faced and the capabilities possessed". Then, Rivai [14] argues that "work stress is a condition of tension that creates a physical and psychological imbalance that affects the emotional thinking patterns and conditions of an employee".
According to Robbins [15], "work stress is a dynamic condition in which an individual is confronted with an opportunity, obstacle, or demand that is associated with what is very desirable and the results are perceived as uncertain and important". Meanwhile, according to Hasibuan [16], "stress is a condition of tension that affects one's emotions, thought processes, and conditions. People who experience stress become nervous and feel chronic worries. They often become angry, aggressive, unable to relax, or show uncooperative attitudes ".
Based on the description above, it can be synthesized that work stress is where a condition of an employee experiencing psychological or physical disorders in dealing with a problem or job. A condition where employees experience a mental or physical pressure that cannot keep up with the demands of the company. Job stress can be seen from symptoms such as unstable emotions, feeling uneasy, like to be alone, insomnia, anxiety, tension, nervousness, increased blood pressure, and experiencing indigestion (Semaksiani A, Et.al: 2019) [17]

Conceptual Framework The influence of transformational leadership on work motivation
Transformational leadership is a leader who can encourage others to be similar or in accordance with him, inspirational motivation is a situation where individuals give an idea or inspiration so that others follow it, intellectual stimulation characterizes the behavior where individuals provide challenges to the opinion or take other risks to their employees and individual consideration that is the behavior in which individuals try to meet and understand the needs of their employees. This is supported by previous research conducted by Tucunan et al. (2014) [18] that influential Transformational leadership can inspire and motivate subordinates to show better performance for individual employees. Likewise research conducted by Pradita (2017) [19] with the title "The effect of compensation, leadership style and characteristics of marketers on the motivation and performance of marketers in pt. Bank Rakyat Indonesia (Persero) tbk. Jombang Branch". Found a correlation between the positive influence of transformational leadership on employee work motivation.
Research conducted by Zareen et al. (2015) [20] with the title "Impact of transactional, transformational and laissez-faire leadership styles on motivation: A quantitative study of banking employees in Pakistan". States that transformational leadership transformational leadership has a positive effect on motivation. Carl Deschamps.et.al(2016) [21] with the title " Transformational Leadership and Change: How Leaders Influence Their Followers Motivation Through Organizational Justice". That Transformational leadership can influence followers to act and act in influencing organizational goals. It is said in the results of his research that Transformational Leadership positively influences the motivation of individual followers.

Effect of work stress on work motivation
According to Rivai (2004) [22], work stress is a condition of tension which affects one's emotions, thoughts, and physical condition. The level of stress that occurs in a company can cause a lack of employee motivation at work, as the main actors in an organization the human element needs to be maintained through various means. This is supported by Amela's research, Loghan [23] suggested that work stress is an undesirable reaction where he experiences great pressure or workload given to him. Thus, the work pressure of employees at PT. Surya Raya Lestari II in Central Mamuju Regency must be in accordance with work motivation so that employees can work well.

The Effect of Transformational Leadership on Service Performance
Transformational leadership style can improve the performance of its employees. This influence is very central to the performance of an employee. Good and bad performance of an employee one of the factors is the attitude and behavior of a leader. This is in accordance with the results of research conducted by Kharis (2015) [24] with the title, " The influence of transformational leadership style on employee performance with work motivation as an intervening variable (study on employees of the Malang branch of Bank Jatim)". In his research results, Kharis found the relationship or influence of a leader's leadership style on employee performance both directly and through the inspiration or motivation of individual employees to emulate the work ethic of superiors. Tampi (2014) [25] with the title "The Effect of Leadership Style and Motivation on Employee Performance at PT. Bank Negara Indonesia, tbk (regional sales of Manado). "In his research he proved the analysis of the influence of transformational leadership styles on service performance through individual employee motivation. But in the results of his research explained that the results of his analysis proved significantly that transformational leadership has a positive effect on employee performance.

Effect of work stress on Employee Performance
Job stress is an important aspect for an organization or company, especially its relation to employee performance. The problem of stress, basically, is often associated with understanding work stress that occurs in the work environment, namely in the process of interaction between an employee and his work, because the impact of stress at work can affect life, health, productivity, performance and income. This is supported by the results of research conducted by Masie.Rachel,et.al(2018) [26] with the title of the study, " The Effect  [29] confirm that work stress has a positive and significant effect on employee performance.

The influence of work motivation on Employee Performance
Research results Tindow et al. (2014) [30] with the title " Work Discipline, Motivation and Compensation for Influence on Employee Performance at PT. Bank Sulut Calaca Branch". said that motivation has a positive effect on performance. Further research conducted by Hanafi & Yohana (2017) [32] with the title "The influence of motivation, and work environment, on employee performance, with job satisfaction as a mediating variable at PT BNI Life Insurance". Found that motivation has a positive effect on performance.
Based on the explanation above about the flow of thought between research variables by referring to the results of previous research and expert opinion, it can be illustrated through the framework of the research model as follows:

RESEARCH METHODS
This research is a quantitative study using survey methods. The intended survey research is to explain causal relationships or correlations which are commonly referred to as path analysis.
The affordable population of this research is all employees of PT. Meritindo Sejahtera Jakarta as many as 199 employees having their address at ITC Cempaka Mas, Central Jakarta. The sampling technique used is saturated sample, this technique was chosen based on the consideration that the researcher will use data analysis techniques using Lisrel which requires a lot of research samples. Data analysis tool used in this study is to use SEM (structural equation modeling).  (2019) In the first order construct the Transformational Leadership (LTRAN) variable has 6 manifest variables and one factor variable. After testing the validity of the variable, there is a manifest variable on the leadership latent variable, namely the LD1 indicator variable with a factor loading value below the required value of ≥ 0.50 so it must be dropped from the model because it does not represent the statement of the respondent. While the five other manifest variables meet the criteria for goodness of fit with a score loading factor ≥ 0.50 so that it is declared valid in the results of the variable validity test. Similarly, the requirements must meet the specified reliability value that is with avalue critical reliability of 0.5 to 0.70. In this reliability test all manifest variables or observed variables in the latent variable Transformational Leadership outside the observedvariable LD1dropped from the model have a Construct Reliability(CR) value between 0.5 to 0.70 or between the values above are acceptable to Considered Very Good.

FINDINGS AND DISCUSSION
In the process of testing the validity and reliability of the first order construct the Work Stress(WorST) variable has 7 Observed variables, it is known that of the seven observed variables , two manifest variables namely WK5 and WK7 have a Loading Factor value ≤ 0.5 so that they must be eliminated from the model because the researchers consider the statements in these variables do not represent the statements of the respondents. While the five other manifest variables such as WK1, WK2, WK3, WK4, and WK6 meet the required factor loading value standards between 0.5 and 0.7 so that the five manifest variables are valid. Furthermore, in testing the reliability of the five manifest variables has a Construct Reliability(CR) value between 0.5 to 0.7 in accordance with what was said by Hair et.al(2010) Testing the validity and reliability of the first order construct Motivation variable shows that the manifest variable of Motivation namely MT4 must be eliminated from the model because it does not meet the standard factor loading value that is recommended at 0.05. While the four observed variables of latent variables Motivation meets the standard loading factor value ≥ 0.05 so that the four manifest variables such as MT1, MT2, MT3 and MT5 can be said to be valid. Likewise in the reliability test the four manifest variables have Construct Reliability (CR) values ≥ 0.5 and 0.7 so that they can be considered acceptable and considered very good, because the values of the four manifest variables are included in acceptable and considered very good groups, it can be concluded that the manifest variable is reliable .
Furthermore, from the results of testing the validity and reliability of the first order construct Service Performance variable (SERPER) with 7 manifest variables namely SP1, SP2, SP3, SP4, SP5, SP6, and SP7 it is known that all manifest variables have the loading factor values above the required or the same with a critical loading factor value so that all variables can be said to meet the requirements to be categorized valid. Construct Reliability (CR) value on the seven manifest variables of the Service Performance (latent variableSERPER)shows above the Critical Value that is 0.5 to 0.7 or between acceptable value with considered very good.
The following are the Fit Model Indicators which are illustrated in the

Second Order CFA (2ndCFA) Model Match Test
After the first stage produces a CFA model with good validity and reliability, the second stage is carried out. Second Order CFA (2ndCFA) shows the relationship between latent variables at the first level as indicators of a second level latent variable. In this second stage, researchers add the original structural model to the first CFA model to produce a hybrid model. Furthermore, the hybrid model will be analyzed and evaluated for the overall suitability of the model using Goodness of Fit (GOF).
To find out whether the research model is fit or not, the results of the model fitness test (carried outgoodness of fit test) areby looking at the values on the predetermined criteria. To find out whether the full SEM model is fit or not it is necessary to test values such as RMSEA, GFI, CFI, CMIN / DF, Std RMR, NFI, NFI RFI and AGFI values.

Source: Processed by researchers (2019)
Based on the results of the above analysis, it is obtained that the overallestimation results GOF ( goodness of fit) are categorized as Fit, so it can be concluded that the model is fit . That is, the sample covariance matrix is not very different from the estimated covariance matrix. This test is conducted to evaluate whether the model produced is amodel fit or not. From the printed output generated by the estimation of themeasurement 2ndCFA in theprogram Lisrel, analysis of the suitability of the whole model can be seen from the statistical figures as follows: a.Chi-square value is 478.82, with a df value of 300 while a p value =

Hypothesis testing
To test the hypothesis it is necessary to look at the structural equation of the SEM model of the study contained in Figure 1 and To test the significance of the coefficient of influence between latent variables, it can consult the Z value of the two tailed test table at α = 0.05 then the probability value Z = 1-(α / 2) = 1-(0.05 / 2) = 0.975. Judging from the Z table the value of 0.975 obtained a score of 1.96. A Z score of 1.96 is set as a critical value for significance testing.

Direct Influence (DCE), Indirect (ICE) and Total Influence (TCE)
Direct and indirect influence tests are performed to determine whether there are direct or indirect effects (DCE) of independent variables that affect the dependent variable.

The positive influence of Transformational Leadership on Employee Motivation of PT. Meritindo Sejahtera Jakarta
The results of this study prove that Transformational Leadership (LTRAN) has a positive and significant effect on motivation on employees of PT Meritindo Sejahtera Jakarta. The relationship between the influence of transformational leadership and motivation has a standardized total effects of 0.46, which states that there is a positive and significant influence of Transformational Leadership (LTRAN) on Motivation (MOTIV). The results of this study are confirmed by the results of the research conducted by Tucunan et al. (2014), Transformational leadership is a style of a leader that can encourage others to be similar or in accordance with him, inspirational motivation is a situation where individuals give an idea or inspiration for others to follow it, intellectual stimulation characterizes the behavior where individuals give challenges to argue or take other risks to employees and individual consideration, namely behavior where individuals try to meet and understand the needs of their employees. An individual's motivation to achieve something or achieve the goals he wants is closely related to the model that he accepts or likes. When an individual finds the right raw model according to himself and inspires himself, the hard work and behavior of an individual will try to be similar to what inspires an individual employee so that everything will be sacrificed to follow in the footsteps of his raw model. Just like an employee who is inspired by a leader and makes his leader a raw model, that employee will observe, imitate and even modify in order to get better results. The results of research at PT. Meritindo Sejahtera Jakarta proves that the theory put forward by experts and previous researchers about the relationship of transformational leadership with employee motivation can be accepted. Where if we see from the results of the study confirm that the leadership at PT. Meritindo Sejahtera Jakarta can inspire its employees. A decrease in the number of customers at PT. The significant Meritindo Sejahtera Jakarta was theoretically not in line with the findings of this discovery. Significant customer decline that occurred at PT. Meritindo Sejahtera Jakarta needs to be re-examined with broader factors and other variables.

Positive Influence of Transformational Leadership on Employee Service Performance of PT.Meritindo Sejahtera Jakarta
The results of the study prove that transformational leadership has only a positive but not significant effect as seen from the results of the coefficient of the direct influence of transformational leadership (LTRAN) on service performance (SERPER) of only 0.30, and the value of T <1.96. These results confirm to us that the transformational leadership style does not always have a significant effect on service performance. As the opinion that states that "transformational leadership style can improve the performance of its employees. This influence is very central to the performance of an employee. Good and bad performance of an employee one of the factors is the attitude and behavior of a leader ". Kharis (2015), Tampi (2014). This insignificance is because there are several factors that affect the performance of employee services, the skills of an individual employee in carrying out their duties, the knowledge of an individual employee in performing his duties and the workload he receives as opinions expressed (Dhar, 2015), "service performance is a result of differences between expectations and the results obtained by the company as a result of employee performance ".
Based on that service performance is the result of various factors that influence employees to get results / achieve shared goals that are influenced by the skills, knowledge of individual employees and skills in carrying out their duties. Therefore the case that occurred at PT. Meritindo Sejahtera Jakarta, where the results of the study show the insignificance of the effect of performance on service must be seen to what extent the company has improved the skills, knowledge of employees about their work. A decrease in customers at PT. Meritindo Sejahtera Jakarta within a certain period should be suspected that the lack of appearance of employees in carrying out tasks as one of the causes.

The effect of work stress has an effect on motivation on the employees of PT. Meritindo Sejahtera Jakarta
The results of the study the coefficient of direct influence Work Stress (WorkST) on Work Motivation (MOTIV) of 0.30, with a T value of 1.57. Because the value of T <1.96, it can be concluded that the coefficient of direct influence of Work Stress variables on motivation workis not significant. Thus, the results of a study stating the existence of a positive and significant effect of Work Stress (WorkST) on Motivation (MOTIV) cannot be accepted. These results also reject the results of research conducted by (Loghan : 2015) and Rivai (2016). work stress is a condition of tension that creates physical and psychological imbalances, which affect emotions, thought processes, the condition of an employee ". Istijanto argues that, "stress arises when employees are unable to meet the demands of the job. Lack of clarity about what is the responsibility of the job, lack of time to complete the task, there is no support facilities to carry out the work, conflicting work tasks, is a stress trigger but there is also an individual employee will be increasingly triggered by this condition. The existence of tension, pressure for an individual employee is a separate challenge that must be overcome and motivates the emergence of motivation to move forward better. Like the results of this study can be interpreted that the work press or work disability may not necessarily encourage the loss of motivation to work better for an employee but motivation will arise if a company leader provides support and opportunities for growth for all individual employees in the company. Like the results of research at PT. Meritindo Sejahtera Jakarta that work stress might encourage motivated employees to improve better performance.

Job Stress negatively affects service performance on the employees of PT Meritindo Sejahtera Jakarta
The results of this study prove that there is a significant negative effect of work stress on the work productivity of the employees of PT Meritindo Sejahtera Jakarta,. The results showed that work stress as one of the factors that can reduce the quality of employee service performance at the company. For companies the consequences arising from stress are increased absenteeism, decreased productivity, and can psychologically reduce organizational commitment, trigger feelings of alienation, and turnover ". This is supported by the results of research conducted by Tanjung & Hutagalung [24] and in accordance with the opinion of Cooper & Straw [25] assuming stress symptoms can affect work productivity, because factors that are the source of work stress include physical, behavioral, character, personality, emotional, intellectual, and interpersonal.

Motivation has a positive effect on service performance of PT Meritindo Sejahtera Jakarta employees
The results of this study prove that there is a significant positive effect of motivation on productivity on employees of PT Meritindo Sejahtera Jakarta. The results of this study are in line with Tindow et al. (2014), Hanafi & Yohana (2017) which shows that the motivation variable has a positive and significant effect on the Service Performance variable of PT Meritindo Sejahtera Jakarta employees.

CONCLUSION AND SUGESTION Conclusions
The results of this study reinforce the theory that: 1) There is a positive and significant effect of service performance on motivation where these results are confirmed by theory and the results of previous studies. 2) There is no significant effect of work stress on work motivation on PT Meritindo Sejahtera Jakarta employees 3) There is a significant influence of work motivation on the service performance of employees of PT Meritindo Sejahtera Jakarta 4) There is a significant effect of work stress on the performance of service of employees of PT Meritindo Sejahtera Jakarta 5) There is no significant influence of transformational leadership on the service performance of PT Meritindo Sejahtera Jakarta Suggestion 1) To get a comparison and strengthen the theory of influencing among the variables studied, it is necessary to do a research or review using different research objects or in the same industry with different locations as in other areas in Jakarta. 2) Future studies can use a wider and wider number of samples, and add references and more recent research reviews so that research results are accurate. 3) In future studies, research variables can be added such as job satisfaction, career development, compensation that can be investigated as well as whether these variables can affect motivation and performance.