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All Journal Dinasti International Journal of Economics, Finance & Accounting (DIJEFA)
Nur Endah Sabarini
Universitas Bhayangkara Jakarta Raya, Jakarta, Indonesia.
Economics, Econometrics & Finance

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The Influence of Leadership Style, Employee Engagement, and Work Environment on Service Quality: A Systematic Literature Review Nur Endah Sabarini; Supardi Supardi
Dinasti International Journal of Economics, Finance & Accounting Vol. 7 No. 2 (2026): Dinasti International Journal of Economics, Finance & Accounting (May-June 2026
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijefa.v7i2.6889

Abstract

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.
Co-Authors Supardi Supardi