The Role of Transformational Leadership in Organizational Citizenship Behavior Through Work Itself as a Mediator at the Semarang Medium Tax Service Office

Abstract

The results of the survey on Service Satisfaction and Effectiveness of DGT Counseling and Public Relations from 2021 - 2023 have fluctuated. This phenomenon is a challenge for DGT to be able to improve organizational performance and service quality again. Important components that support the performance of an organization are satisfaction with the work itself (Work Itself), Transformational Leadership and also extra behavior which is often referred to as Organizational Citizenship Behavior. This research is an explanatory research with a quantitative approach. The population of the study were employees of work units in the KPP Madya Semarang environment with a total population of 118 employees. The sample was taken using the census method, obtaining a sample size of 118 respondents. The data collection technique using a questionnaire was carried out online by filling in a google form. In this study, data analysis used the SEM-PLS method with SmartPLS (Partial Least Square) software. Research results: 1) Transformational leadership has a positive and significant effect on Work Itself, this shows that leaders who are able to encourage their subordinates to give their best can increase the sense of satisfaction with the work done by the employees themselves. 2) Transformational leadership has a positive and significant effect on Organizational Citizenship Behavior, thus leaders who can implement transformational leadership well will lead to changes in employee behavior, where employees will try to maintain good relationships by using polite words in communicating with colleagues and leaders. 3) Work Itself has a positive and significant effect on Organizational Citizenship Behavior, this shows that employees feel responsible for the final results of their work will always be disciplined in working and try to make the best use of work time to complete the work. 4) Work Itself is able to mediate the positive and significant effect of transformational leadership on Organizational Citizenship Behavior, this shows that leaders who support employees' innovative thinking, spend more time training and teaching, consider personal feelings and help develop their employees' skills will have an impact on employees' Work Itself.