The purpose of this study are to determine the extent of the gap between expectations and perceptions of Koperasi SHIPS Jawa Timur (KSJ) members, in this case KSJ is a Cooperative that both established and run using the Islamic Sharia. Besides, it aims to identify the service quality attributes that need to be considered in order to improve the quality of KSJ services. Questionnaire distribution was carried out based on the CARTER's dimensions (Compliance, Assurance, Reliability, Tangibles, Empathy, and Responsiveness). It was addressed to the KSJ members both employees and lecturers, resulting 67 respondents to be participated. Reliability and validity tests were conducted to validate the key constructs. The results indicated that the services provided to the KSJ members were still below the respondents' expectations. The biggest gap value was -1.67 in item P15 (Attractive appearance of the KSJ office and physical facilities). This means that the appearance of the office and supporting equipment of the KSJ was very much needed by the respondents, but in reality the KSJ has not been able to provide the appearance of the KSJ office in accordance with the respondents 'wishes and is still far from respondents' expectation.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.
customersupport@researchsolutions.com
10624 S. Eastern Ave., Ste. A-614
Henderson, NV 89052, USA
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Copyright © 2024 scite LLC. All rights reserved.
Made with 💙 for researchers
Part of the Research Solutions Family.