PENGARUH CITRA KOPERASI DAN KUALITAS PELAYANAN TERHADAP KEPUASAN ANGGOTA KOPERASI PEGAWAI REPUBLIK INDONESIA SETIA KECAMATAN MOJOTENGAH KABUPATEN WONOSOBO

Abstract

Abstrak

Penelitian ini bertujuan untuk mengetahui 1) pengaruh citra koperasi terhadap kepuasan anggota  KPRI Setia, 2) pengaruh kualitas pelayanan terhadap kepuasan anggota KPRI Setia, 3) pengaruh citra koperasi dan kualitas pelayanan secara bersama-sama terhadap kepuasan anggota KPRI Setia. Penelitian ini merupakan penelitian asosiatif kausal dengan populasi anggota KPRI Setia yang berjumlah 166. Sampel penelitian ini sebanyak 62 orang yang diambil dengan teknik purposive sampling. Metode pengumpulan data menggunakan angket. Teknik analisis data menggunakan regresi berganda. Hasil penelitian ini menunjukan: 1) terdapat pengaruh positif dan signifikan citra koperasi terhadap kepuasan anggota KPRI Setia dibuktikan dengan nilai koefisien regresi (r) sebesar 0,132, nilai t sebesar 2,133 pada signifikansi 0,000; 2) terdapat pengaruh positif dan signifikan kualitas pelayanan terhadap kepuasan anggota KPRI Setia dibuktikan dengan nilai koefisien regresi (r) sebesar 0,476, nilai t sebesar 6,284 pada signifikansi 0,000; 3) terdapat pengaruh positif dan signifikan citra koperasi dan kualitas pelayanan secara bersama-sama terhadap kepuasan anggota KPRI Setia dibuktikan dengan nilai F sebesar 24,412 pada signifikansi 0,000. Sumbangan efektif variabel citra koperasi  sebesar 6,1%, dan kualitas pelayanan sebesar 39,2%  terhadap kepuasan anggota KPRI Setia.

Kata kunci : Citra Koperasi, Kualitas Pelayanan, Kepuasan Anggota

Abstract

This study aims to find out: 1) the effect of the cooperative image on the satisfaction of the members of Setia Employee Cooperative of Republic of Indonesia (ECRI), 2) the effect of the service quality on the satisfaction of the members of Setia ECRI, and 3) the effect of the cooperative image and service quality as an aggregate on the satisfaction of the members of Setia ECRI. This was a causal associative study with the population comprising the members of Setia ECRI with a total of 166 people. The research sample, consisting of 62 people, was selected by means of the purposive sampling technique. The data were collected by a questionnaire. They were analyzed using multiple regression. The results of the study show that: 1) there is a significant positive effect of the cooperative image on the satisfaction of the members of Setia ECRI, indicated by a regression coefficient (r) of 0.132 and a t-value of 2.133 at a significance of 0.000; 2) there is a significant positive effect of the service quality on the satisfaction of the members of Setia ECRI, indicated by a regression coefficient (r) of 0.476 and a t-value of 6.284 at a significance of 0 ,000; and 3) there is a significant positive effect of the cooperative image and service quality as an aggregate on the satisfaction of the members of Setia ECRI, indicated by an F-value of 24.412 at a significance of 0.000. The effective contribution of the variable of the cooperative image is 6.1% and that of the service quality is 39.2% to the satisfaction of the members of Setia ECRI.

Keywords: Cooperative Image, Quality Service, Members’ Satisfaction