The Effect of Service Quality on Member Satisfaction at KSP Olive Branch Palu
Keywords:
Physical Evidence, Reliability, Responsiveness, Assurance, Empathy, Member Satisfaction
Abstract
The purpose of this study was to determine the effect of service quality on member satisfaction of the Olive Savings and Loan Cooperative (KSP) Palu Branch, South Palu District, seen from the dimensions of service quality, which include; Physical Evidence (X1), Reliability (X2), Responsiveness (X3), Assurance (X4), and Empathy (X5). The type of research used is descriptive verification with a total sample of 95 people. To manage the data using multiple linear regression analysis. The results showed that the influence of the dimensions of Physical Evidence (X1), Reliability (X2), Responsiveness (X3), Assurance (X4), and Empathy (X5) simultaneously had a significant effect on the satisfaction of members of the Palu Branch Zaitun Savings and Loans Cooperative (KSP). The partial test shows that all variables significantly influence the joy of the Olive Savings and Loans Cooperative (KSP) Palu Branch members.
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2. Sodirin S. Pengaruh Mutu Pelayanan terhadap Kepuasan Pelanggan pada Koperasi Sepakat Jaya Mandiri di Bandar Lampung. J Manaj dan Keuang Darmajaya. 10(1):218907.
3. Putra IKR, Suwendra IW, Cipta W. Pengaruh Partisipasi Anggota Sebagai Pemilik Dan Partisipasi Anggota Sebagai Pelanggan Terhadap Perolehan Sisa Hasil Usaha Pada Koperasi Unit Desa Di Kabupaten Buleleng Tahun 2010-2013. J Manaj Indones. 2018;6(2):60–70.
4. UMMA R. PENGARUH PERSEPSI ANGGOTA TENTANG KUALITAS PELAYANAN DAN GAYA KEPEMIMPINAN PENGURUS TERHADAP KEPUASAN ANGGOTA KOPERASI MAHLIGAI SEJAHTERA KABUPATEN MUARO JAMBI. PENGARUH PERSEPSI ANGGOTA TENTANG KUALITAS PELAYANAN DAN GAYA Kepemimp PENGURUS TERHADAP KEPUASAN ANGGOTA Kop MAHLIGAI Sejah KABUPATEN MUARO JAMBI.
5. Hamzah A. Penelitian Berbasis Proyek Metode Kuantitatif, Kualitatif dan R & D Kajian Teoritik & Contoh-contoh Penerapannya. CV Literasi Nusantara Abadi; 2021.
6. Fadli MR. Memahami desain metode penelitian kualitatif. Humanika, Kaji Ilm Mata Kuliah Umum. 2021;21(1):33–54.
7. Apriliana Y. Analisis Kepuasan Mahasiswa Terhadap Poliklinik Institut Pertanian Bogor Darmaga. 2016;
8. Archakova A. Service quality and Customer satisfaction. Case study: Company X. 2013;
9. Ramseook-Munhurrun P, Lukea-Bhiwajee SD, Naidoo P. Service quality in the public service. Int J Manag Mark Res. 2010;3(1):37–50.
10. Meidutė-Kavaliauskienė I, Aranskis A, Litvinenko M. Consumer satisfaction with the quality of logistics services. Procedia-Social Behav Sci. 2014;110:330–40.
11. Mostafavi S-A, Akhondzadeh S, Mohammadi MR, Eshraghian MR, Hosseini S, Chamari M, et al. The reliability and validity of the persian version of three-factor eating questionnaire-R18 (TFEQ-R18) in overweight and obese females. Iran J Psychiatry. 2017;12(2):100.
12. Uzir MUH, Al Halbusi H, Thurasamy R, Hock RLT, Aljaberi MA, Hasan N, et al. The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country. J Retail Consum Serv. 2021;63:102721.
13. Triyani D, ayu belawanti Sarbina D, NSS LP. Analisis Pengaruh Kualitas Pelayanan Sub Bagian Akademik Terhadap Kepuasan Mahasiswa di Fakultas Kedokteran Universitas Diponegoro Semarang. Solusi. 2021;19(2).
14. Lupiyoadi R, Hamdani A. Manajemen pemasaran jasa. Language (Baltim). 2006;18(298p):26cm.
15. Kharouf H, J. Lund D, Sekhon H. Building trust by signaling trustworthiness in service retail. J Serv Mark. 2014;28(5):361–73.
16. Amalia A, RFS HT, Rusli Z. Daya Tanggap, Jaminan, Bukti Fisik, Empati, Kehandalan, Dan Kepuasan Pasien. JIANA (Jurnal Ilmu Adm Negara). 2017;15(2):356–63.
17. Goodman J. Strategic customer service: Managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits. Amacom; 2019.
18. Hartline MD, Maxham III JG, McKee DO. Corridors of influence in the dissemination of customer-oriented strategy to customer contact service employees. J Mark. 2000;64(2):35–50.
19. Yuliarmi NN, Riyasa P. Analisis faktor-faktor yang mempengaruhi kepuasan pelanggan terhadap pelayanan PDAM Kota Denpasar. Bul Stud Ekon. 2007;12(1):9–28.
20. Irma A. Pengaruh Tangible Dan Responsiveness Terhadap Kepuasan Pelanggan Pada Garuda Plaza Hotel Medan. Universitas Negeri Medan; 2020.
21. Apriliana V, Hidayat W. Pengaruh Kualitas Produk dan Kualitas Pelayanan terhadap Loyalitas Konsumen dengan Kepuasan Konsumen sebagai Variabel Intervening (Studi pada konsumen Waroeng Spesial Sambal Cabang Banyumanik)/98/bisnis/2020. Faculty of Social and Political Science; 2020.
Published
2023-04-15
How to Cite
Ni made Rosa Rosita, & Hariyanto R. Djatola. (2023). The Effect of Service Quality on Member Satisfaction at KSP Olive Branch Palu. International Journal of Health, Economics, and Social Sciences (IJHESS), 5(2), 120-125. https://doi.org/10.56338/ijhess.v5i2.3487
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