Research Paper
Year: 2020 | Month: September | Volume: 7 | Issue: 9 | Pages: 225-230
The Effect of Service Quality on Member Satisfaction and Member Loyalty of Cooperative [Credit Union] Mandiri – Medan
Kepler Hasundungan Manik1, Darwin Sitompul2, Nazaruddin Matondang2
1,2Master of Management Study Program, Postgraduate School of University of Sumatera Utara
Corresponding Author: Kepler Hasundungan Manik
ABSTRACT
A cooperative is people's economic movement business entity based on the principle of kinship where each member is aware and has the spirit to always work together and be responsible for the common interest that is protected by the Indonesian Government through law. In this case, the cooperative's customers are also members of the cooperative itself. So that today's, cooperatives must continue to improve their services in addition to improving the performance of cooperatives as well as for member satisfaction and loyalty as benchmarks for healthy non-banking financial institutions. In the midst of global competition between financial institutions today, the authors consider it necessary to conduct research on the effect of service quality on member satisfaction and member loyalty of cooperatives. The research was conducted at the Koperasi [Credit Union] Mandiri Medan using a sample of 150 respondents from cooperative members with a survey method approach and using a questionnaire instrument technique. The results of the study are service quality has a significant effect on member satisfaction, service quality has a significant effect on member loyalty and member satisfaction has a significant effect on member loyalty.
Keywords: Service Quality, Member Satisfaction, Member Loyalty
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