THE MEASUREMENT OF MEMBER SATISFACTION LEVEL TOWARDS KOPERASI SHIPS JAWA TIMUR (KSJ) SERVICE
Renanda Nia Rachmadita (a*), Nurvita Arumsari (b), Imam Mahfudzi (c), Putri Rahmatul Isti-anah (d), Nurfitriana Arumita (e)
a) Jurusan Teknik Bangunan Kapal, Politeknik Perkapalan Negeri Surabaya (PPNS)
Jl. Teknik Kimia, Sukolilo, Surabaya 60111
* renanda_nia[at]yahoo.com
b) Jurusan Teknik Permesinan Kapal, Politeknik Perkapalan Negeri Surabaya (PPNS)
Jl. Teknik Kimia, Sukolilo, Surabaya 60111
c) Jurusan Teknik Permesinan Kapal, Politeknik Perkapalan Negeri Surabaya (PPNS)
Jl. Teknik Kimia, Sukolilo, Surabaya 60111
d) Jurusan Teknik Bangunan Kapal, Politeknik Perkapalan Negeri Surabaya (PPNS)
Jl. Teknik Kimia, Sukolilo, Surabaya 60111
e) Jurusan Teknik Bangunan Kapal, Politeknik Perkapalan Negeri Surabaya (PPNS)
Jl. Teknik Kimia, Sukolilo, Surabaya 60111
Abstract
The presence of the Islamic Financial Services Cooperative (KJKS) in Indonesia is very helpful in improving the national economy, with its aim to strengthen the sharia economy as a basis for strength and resilience of the national economy with cooperatives as the principal factor, to construct and develop the citizen-s economic potential, increase economic also social welfare, and to provide the capital for the small traders. In conditions of intense competition, marked by the emergence of various types of Islamic financial institutions, the main thing that must be prioritized is the satisfaction of customers or members in receiving services in order to survive and ultimately will attract the interest of both customers and prospective customers to buy the products offered. The purpose of this study are to determine the extent of the gap between expectations and perceptions of Koperasi SHIPS Jawa Timur (KSJ) members also to identify the service quality attributes that need to be considered in order to improve the quality of KSJ services. The method used is by distributing questionnaires to the KSJ members, where in this case, the questionnaire is arranged based on the dimensions of CARTER (Compliance, Assurance, Reliability, Tangibles, Emphaty, and Responsiveness)
Keywords: CARTER, Gap Analysis, Satisfaction Level
Topic: Business