Proceedings of the 1st Annual Management, Business and Economic Conference (AMBEC 2019)

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

Authors
Renanda Nia Rachmadita, Putri Rahmatul Isti’anah, Nur Fitriana Arumita, Nurvita Arumsari, Imam Mahfudzi
Corresponding Author
Renanda Nia Rachmadita
Available Online 17 April 2020.
DOI
10.2991/aebmr.k.200415.003How to use a DOI?
Keywords
CARTER, gap analysis, satisfaction level
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.

Copyright
© 2020, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the 1st Annual Management, Business and Economic Conference (AMBEC 2019)
Series
Advances in Economics, Business and Management Research
Publication Date
17 April 2020
ISBN
978-94-6252-955-7
ISSN
2352-5428
DOI
10.2991/aebmr.k.200415.003How to use a DOI?
Copyright
© 2020, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

risenwbib
TY  - CONF
AU  - Renanda Nia Rachmadita
AU  - Putri Rahmatul Isti’anah
AU  - Nur Fitriana Arumita
AU  - Nurvita Arumsari
AU  - Imam Mahfudzi
PY  - 2020
DA  - 2020/04/17
TI  - The Measurement of Member Satisfaction Level Toward Koperasi Ships Jawa Timur Service
BT  - Proceedings of the 1st Annual Management, Business and Economic Conference (AMBEC 2019)
PB  - Atlantis Press
SP  - 11
EP  - 15
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.200415.003
DO  - 10.2991/aebmr.k.200415.003
ID  - Rachmadita2020
ER  -