Improving member loyalty through service quality: A case study of Citra Abadi Savings and Loan Cooperative

Nanda Rahayu; Leonard Adrie Manafe; Dodit Cahyo  Nugroho

doi:10.55942/pssj.v5i5.433

Authors

Nanda Rahayu Sekolah Tinggi Ilmu Ekonomi Mahardhika
Leonard Adrie Manafe Sekolah Tinggi Ilmu Ekonomi Mahardhika https://orcid.org/0000-0003-3045-6810
Dodit Cahyo Nugroho Sekolah Tinggi Ilmu Ekonomi Mahardhika

DOI:

https://doi.org/10.55942/pssj.v5i5.433

Keywords:

Tangibles, Reliability, Responsiveness, Assurance, Empathy

Abstract

This study aims to analyze the effect of service quality on member satisfaction at the Citra Abadi Savings and Loan Cooperative (KSP). Service quality was assessed using five main elements: tangibles (physical evidence), Reliability, Responsiveness, Assurance, and Empathy. A qualitative approach, specifically a case study, was employed for data collection involving in-depth interviews with cooperative members and direct observation of the service process. Qualitative data analysis employed thematic coding to identify key patterns and insights. The results indicate that each service quality element significantly influences members’ satisfaction. Comfortable physical facilities, reliable services, high responsiveness, transaction security assurance, and empathy in member interactions play crucial roles in fostering member trust and loyalty. Despite the study's focus on a single cooperative, the findings suggest that improvements in facility quality, service reliability, staff responsiveness, transaction transparency, and empathy are essential for strengthening member relationships and enhancing satisfaction. The study also acknowledges limitations such as the focus on a single cooperative, which may limit the generalizability of the results. This study contributes to improving service management in savings and loan cooperatives and provides insights for enhancing their competitiveness in supporting members' welfare and local economies.

Author Biographies

Nanda Rahayu, Sekolah Tinggi Ilmu Ekonomi Mahardhika

Nanda Rahayu is currently a student in the Management Study Programme at Sekolah Tinggi Ilmu Ekonomi Mahardhika, Surabaya. Her academic interests center on business law, fiscal and monetary policy, and organizational management practices in the Indonesian context. She has contributed to several academic projects and coursework focusing on legal and economic aspects of business management, demonstrating an emerging research interest in the intersection of regulatory frameworks and corporate strategy.

Leonard Adrie Manafe, Sekolah Tinggi Ilmu Ekonomi Mahardhika

Leonard Adrie Manafe, SE, MM is a lecturer in the Management Study Programme at Sekolah Tinggi Ilmu Ekonomi Mahardhika, Surabaya, Indonesia. His teaching and research expertise lie in human resource management, organizational behavior, and quality management systems. He has published empirical studies examining the effects of compensation, job stress, and work environment on employee satisfaction, reflecting his commitment to addressing contemporary challenges in workplace management. He is actively involved in supervising undergraduate research and fostering student engagement with evidence-based managerial practices.

Dodit Cahyo Nugroho, Sekolah Tinggi Ilmu Ekonomi Mahardhika

Dodit Cahyo Nugroho, SE, MM is a faculty member of the Management Study Programme at Sekolah Tinggi Ilmu Ekonomi Mahardhika, Surabaya. His academic focus includes organizational behavior, marketing management, and the implementation of quality systems in corporate settings. He has co-authored peer-reviewed research on employee job satisfaction and workplace conditions, contributing to the discourse on improving organizational performance through human-centered approaches. He is dedicated to integrating research findings into his teaching to enhance student understanding of real-world management dynamics.

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