Pengaruh Kualitas Pelayanan, Kemampuan Manajerial, Dan Citra Terhadap Kepuasan Anggota Koperasi Simpan Pinjam Bintang Mandiri Lumajang

Abstract

This study aims to overcome the problem of service quality variables, managerial abilities, and cooperative image whether it affects the satisfaction of members of the Bintang Mandiri
Lumajang savings and loan cooperative. The research method uses quantitative research (Siregar, 2013) by looking for causal associative relationships (Sugiyono, 2015). The population in this study were members of the Bintang Mandiri Lumajang savings and loan cooperative with a sample of 80 respondents. The results of the research conducted on the savings and loan cooperatives Bintang Mandiri Lumajang with data analysis that has been carried out and through various tests it can be concluded that: (1) member satisfaction in the savings and loan cooperatives Bintang Mandiri Lumajang. Service quality has a significant effect on member satisfaction in the Bintang Mandiri Lumajang savings and loan cooperative, (2) managerial ability has a significant effect on member satisfaction in the Bintang Mandiri Lumajang savings and loan cooperative, (3) image has a significant effect on member satisfaction in the Bintang Mandiri Lumajang savings and loan cooperative.