THE EFFECT OF SERVICE QUALITY IN THE BHUANA ARTHA MULIA SAVINGS AND LOAN COOPERATIVE ON THE LEVEL OF MEMBER SATISFACTION
I Gde Agung Wira Pertama , I Gusti Ayu Ratih Permata Dewi

Universitas Warmadewa

Abstract

This study aims to analyze the effect of service quality on the Bhuana Arta Mulia Savings and Loan Cooperative on the level of member satisfaction. Service quality is measured using the dimensions of Service Quality namely Tangibles, Reliability, Responsiveness, Assurance and Empathy. The population in this study were customers of the Cooperative Savings and Loans Bhuana Arta Mulia with a total of 243 customers. Determination of sample size in this study uses the Slovin formula so that the total sample size is 70 customers. The data used are primary data. Primary data were obtained from a questionnaire distributed to members of the Bhuana ArtaMulia Savings and Loan Cooperative. The data analysis technique used is multiple linear regression analysis. The software used is SPSS. The results in this study are Tangible variables (X1), reliability variables (X2), responsiveness variables (X3), assurance variables (X4) and empathy variables (X5) affect the satisfaction of cooperative members.

Keywords: Service Quality, Member Satisfaction, Cooperatives

Topic: Menggali Potensi Lokasi Sebagai Keunggulan Daya Saing Masyarakat