Pengaruh Kualitas Pelayanan terhadap Loyalitas Anggota melalui Kepuasan Anggota Koperasi Konsumen Lingga Sri Amertha di Sanur

Abstract

Growing the loyalty of cooperative members is closely related to how to provide quality service, therefore the quality of service is very influential for members to feel satisfaction with service so that it can grow member loyalty. The purpose of this study is to determine the effect of service quality on member loyalty through the satisfaction of members of the Lingga Sri Amertha Consumer Cooperative in Sanur. The population in this study was 322 people with a total sample of 77 respondents and a sample determination method using purposive sampling. Data collection uses observation, documentation, interviews, literature studies and questionnaires. The analytical techniques used are validity and reliability instrument tests, path analysis. The results of this study were found that the quality of service was positive and significant to member loyalty, the quality of service was positive and significant to member satisfaction, member satisfaction was positive and significant to member loyalty and the results of the path test found that member satisfaction was able to mediate the influence between service quality on the loyalty of members of the Lingga Sri Amertha Consumer Cooperative in Sanur. The advice for this study is to add financial products that are attractive to members, provide security guarantees for funds raised in cooperatives and maintain member trust.