STRATEGI PRIORITAS PERBAIKAN KUALITAS PELAYANAN BERDASARKAN PERSEPSI, HARAPAN DAN KEPENTINGAN ANGGOTA KOPERASI SERBA USAHA ASLI MURNI ARTA DI KABUPATEN LUMAJANG

Abstract

This study aims to determine the advantages and priorities of service quality improvement based on the perceptions, expectations and interests of members of the Asian Lumajang Central Cooperative by using the concept of Lean Six Sigma. The sampling technique used in this research is purposive sampling. Purposive sampling is a technique of sampling with certain considerations. Analysis of data used is to test the validity and reliability of the questionnaire used to capture data from respondents. The research data collecting was done by giving questionnaire to 30 respondents. The result of research there are advantages that the excellence on Koperasi Serba Usaha Asli Murni Arta is the Employee prioritizes the best wishes for the members of the cooperative, besides the Multifunctional Business Cooperative Pure Arta Lumajang is also always polite, honest and friendly, and the third employees pay attention to the members of the cooperative . The priority result of improvement is that the facilities used do not have visual dance power, the condition of the building is not clean and comfortable and employees are not quick to respond to the needs of members.