Baizura, Loly (2023) Analisis Tingkat Kepuasan Anggota terhadap Pelayanan Koperasi Unit Desa (KUD) Merbau Sakti di Kelurahan Sorek Satu Kecamatan Pangkalan Kuras Kabupaten Pelalawan Provinsi Riau. Other thesis, Universitas Islam Riau.

Text 184210246.pdf - Submitted Version Restricted to Registered users only Download (3MB) | Request a copy

Abstract

Member satisfaction is the key to success for an organization, especially for KUD. Therefore, satisfaction with the services provided by cooperatives really needs to be studied. This study aims to analyze: (1). Characteristics of members, management, employees and profiles of KUD Merbau Sakti, (2). The level of quality of service performance KUD Merbau Sakti, (3). The level of member satisfaction with KUD Merbau Sakti services. The research was conducted by case studies at the Merbau Sakti Village Unit Cooperative (KUD) in Sorek Satu Village, Pangkalan Kuras District, Pelalawan Regency, Riau Province. This research was conducted for 6 months starting in July-December 2022. 67 members were taken as samples by random sampling. Data analysis of the characteristics of members, administrators and employees used by descriptive qualitative, analysis of the level of quality of service performance of the Merbau Sakti Village Unit Cooperative (KUD) used IPA analysis, while analysis of members satisfaction level with services used CSI and SERVQUAL analysis. The results showed that the age of KUD Merbau Sakti members was 36.66%, male sex was 83.33%. High school education level with as much as 61.66%. The number of family dependents is 1-2 people is 50%. KUD management is classified as productive age with an age with an age range of 26-35 years with an average of 57.14%. 100% gender with high school education level of 66.66%, number of family dependents with 2 people 66.66%. while employees are classified as productive age with an age range of 26-35 years with an a verage of 57.14%. Gender with as much as 100%. The level of education is classified as high, namely of family dependents is 2-3 people at 42.85%. The quality of the service performance of the Merbau Sakti Village Unit Cooperative (KUD) using the 5 dimensions of Tangible, Reliability, Responsiveness, Assurance, Emphaty found that average level of importance was 4.14 and the average level of expectation was 4.42 which means the quality of service performance was very high satisfied. The level of member service quality of the Merbau Sakti Village Unit Cooperative (KUD) found by using CSI analysis based on 5 dimensions, the weight score (WS) was 82.25. which means that satisfaction index criteria of 0.81-100 the assessment obtained was very satisfied. SERVQUAL by comparing the average level of expectation, expectation and performance in the 5 dimensions Tangible, Reliability, Responsiveness, Assurance, Emphaty a gap was obtained with a value of 0.31 which means that members are very satisfied with the services provided.

Actions (login required)

View Item