The Measurement of Member Satisfaction Level Toward Koperasi Ships Jawa Timur Service

Abstract

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.