Pengaruh Kepercayaan dan Kualitas Pelayanan Terhadap Kepuasan Anggota Pada Koperasi Artha Wiguna Utama di Desa Kelating, Kerambitan, Tabanan

Abstract

Member satisfaction has an important role in the sustainability of the Cooperative. The satisfaction felt by consumers can be a benchmark for post-purchase customer behavior that has been made. Factors that influence member satisfaction are trust and quality of service in an institution. The purpose of this study was to determine the effect of trust and service quality on member satisfaction at the Artha Wiguna Utama Cooperative. The research was conducted at the Artha Wiguna Utama Cooperative located in Kelating Village, Kerambitan, Tabanan. The number of samples in this study were 193 respondents. Methods of data collection by observation, interviews The analysis technique used is multiple linear regression analysis. The results of this study indicate that trust partially has a positive and significant effect on member satisfaction in the Artha Wiguna Utama Cooperative with a significant value of 0.002 and a t-count of 3,201. Service quality partially has a positive and significant effect on member satisfaction at the Artha Wiguna Utama Cooperative with a significant value of 0.000 and a t-count of 7,022. Trust and Service Quality simultaneously have a positive and significant effect on Member Satisfaction in the Artha Wiguna Utama Cooperative with an F value of 52,603 ??with a significant value of 0.000.