THE INFLUENCE OF SERVANT LEADERSHIP ON SERVICE INNOVATION BEHAVIOR THROUGH TRUST AND JOB CRAFTING AS A MEDIATOR AT BANK MANDIRI IN THE SOLO CITY AREA

Abstract

This research aims to examine the influence of servant leadership on service innovation behavior through trust and job crafting as mediators. This research involved Bank Mandiri employees in the Solo City area. A population of 435 employees and a research sample of 385 were used as the research sample. Data analysis uses Partial Least Squares-Structural Equation Modeling (PLS-SEM) to determine the relationship between variables. The research results show that: 1) Servant leadership significant positive effect on SIB; 2) Servant leadership significant positive effect on trust; 3) Servant leadership significant positive effect on job crafting;4) Servant leadership through trusthas no effect on SIB; 5) Servant leadership through job crafting significant positive effect on SIB; and 6) Servant leadership through trust andjob crafting positive effect on SIB. R2 value for the variable job craftingas big as0.139, on variables confidence of 0.258,and the SIB variable is 0.447. As for value Q2 in this research show that the variable value of job crafting, trust, and service innovation behavior is Q2> 0 so that the accuracy of the path model prediction is acceptable. Mark SRMR 0.092 in this study shows well-fitting modelso it is suitable for use in hypothesis testing.