Tingkat Kepuasan Anggota Terhadap Kualitas Pelayanan KUD Rukun Makmur Di Desa Sei Simpang Dua Kecamatan Kampar Kiri Hilir Kabupaten Kampar Provinsi Riau

Ramayani, Suci (2022) Tingkat Kepuasan Anggota Terhadap Kualitas Pelayanan KUD Rukun Makmur Di Desa Sei Simpang Dua Kecamatan Kampar Kiri Hilir Kabupaten Kampar Provinsi Riau. Other thesis, Universitas Islam Riau.

Text 174210235.pdf - Submitted Version Restricted to Repository staff only Download (1MB) | Request a copy

Abstract

Measuring the level of member satisfaction is used to see how far the role given by the cooperative is in providing the best service to its members. This study aims to analyze: 1) Characteristics of KUD members, administrators, employees and profiles; 2) The level of member satisfaction with the quality of KUD services; 3) Strategies to increase satisfaction with the quality of KUD Rukun Makmur services in Sei Simpang Dua Village, Kampar Kiri Hilir District, Kampar Regency, Riau Province. The research method is a survey method at KUD Rukun Makmur, Sei Simpang Dua Village, Kampar Kiri Hilir District, Kampar Regency. The research was carried out for 6 months starting from January to May 2022. The data used in this study were primary data and secondary data. The data analysis used included qualitative descriptive analysis, Important Performance Analysis (IPA), and Customer Satisfaction Index (CSI). The results showed that: (1) The characteristics of KUD Rukun Makmur members were dominated by the age group 36-50 years, the age group of administrators was dominated by the age group 51-65 years and KUD Rukun Makmur employees were dominated by the age group 36-50 years. The highest level of education for KUD members is elementary school. The educational level of administrators is junior high school and the highest number of employees is high school. Members of KUD Rukun Makmur are male, namely 80% and 20% female. The number of KUD Rukun Makmur management and employees who are male is 66.67% and female employee managers are 33.33%. (2) KUD Rukun Makmur profile was founded on March 4, 1996, has 3 business units, namely: Savings and Loans Business Unit (Swamitra), FFB Sales Unit and Saprotan Study Program Unit with the resulting SHU of 125,337,708.00. (3) Based on the results of the IPA analysis, to increase member satisfaction with KUD Rukun Makmur services that need to be improved, namely: the tidiness of the administrators/employees' clothing, the existence of sanctions for administrators, employees and members, providing information to members, administrators and employees know the names of members. Meanwhile the results of the CSI analysis showed a value of 80.57%, which means that members are satisfied with KUD services as a whole. (4) Strategies that can be implemented in improving the quality of KUD services are: a. physical evidence: by making uniforms for KUD management/employees so they look more professional; b) reliability: providing computers to support the performance of the management and preparing work plans; c) responsiveness: by increasing the number of existing employees in order to provide optimal service; d) guarantee: the participation of management and employees in cooperative management training activities, e) empathy: always maintaining good relations with KUD members by being friendly, polite and having good speech.

Actions (login required)

View Item