Research Article
Effect of Service Quality on the Member Satisfaction of Cooperative BMT Trans Mekar Sari Mandiri at Tanjung Lago District Banyuasin Regency South Sumatera
@INPROCEEDINGS{10.4108/eai.23-10-2019.2293070, author={Sriati Sriati and Ari Siswanto and Mulyanto Mulyanto and Yuniarti Yuniarti}, title={Effect of Service Quality on the Member Satisfaction of Cooperative BMT Trans Mekar Sari Mandiri at Tanjung Lago District Banyuasin Regency South Sumatera}, proceedings={Proceedings of the 13th International Interdisciplinary Studies Seminar, IISS 2019, 30-31 October 2019, Malang, Indonesia}, publisher={EAI}, proceedings_a={IISS}, year={2020}, month={3}, keywords={cooperative member satisfaction service quality}, doi={10.4108/eai.23-10-2019.2293070} }- Sriati Sriati
Ari Siswanto
Mulyanto Mulyanto
Yuniarti Yuniarti
Year: 2020
Effect of Service Quality on the Member Satisfaction of Cooperative BMT Trans Mekar Sari Mandiri at Tanjung Lago District Banyuasin Regency South Sumatera
IISS
EAI
DOI: 10.4108/eai.23-10-2019.2293070
Abstract
Cooperative is a business entity that based on kindship and providers services to the members. Service quality of a cooperative affects the members’ satisfaction. The existence of good service quality is one of the reasons for members to join and contribute to cooperative. Cooperative of BMT Trans Mekar Sari Mandiri is the best cooperative at Tanjung Lago District Banyuasin Regency. The results showed that: (1) service quality of BMT Trans Mekar Sari Mandiri (with five dimension that is tangible, reliabitily, responsiveness, assurance, and emphaty), was in high catagory with average score 70.09 (93.33% from ideal score), and member satisfaction of Cooperative BMT Trans Mekar Sari Mandiri was in high catagory with average core 46,33 (96,52% from ideal score), (2) there is positive influence between service quality on member satisfaction of cooperative BMT Trans Mekar Sari Mandiri. Member satisfaction can be explained by the service quality as much as 73,9 percent. (3) Based on each quality service dimension, the member statisfaction was significantly inflluenced by the dimensions of tangible, responsiveness, and empathy, but not significantly influenced by reliability and assurence.