Mixing Digital Intelligent with Servant Leadership for Establishing Service Quality in the Service Industry

Service quality becomes strategic concern of every business, especially in the service industry. This paper is interested to examine the effect of digital intelligence and servant leadership toward the service quality. A survey-based study was conducted for testing the hypotheses by involving 236 employees of service industry in Palembang, Indonesia. The collected data was structured into PLS SEM and analyzed by SmartPLS version 4.0. The results reveal that servant leadership is a substantial predictor which affects directly and indirectly on the service quality. For establishing service quality at service industry, supervisor and/or manager are recommended to practice servant leadership and through the leadership will improve digital intelligent of employees for providing higher level of service quality.