Analisis Indeks Kepuasan Pelanggan dan Tingkat Kepentingan untuk Peningkatan Kinerja Koperasi Karyawan Republika

Analisis Indeks Kepuasan Pelanggan dan Tingkat Kepentingan untuk Peningkatan Kinerja Koperasi Karyawan Republika

• By Sucipto, Rakhmat Hadi;
• Jurnal Nasional Terakreditasi
• 159
• 857-878

Republika Employee Cooperative as a business entity is obliged to provide the best service to all its members. Satisfaction is one of the keys for cooperatives in designing strategies and still being able to operate in the midst of very tight competition. The purpose of this study was to identify the characteristics of the members of Kopkar Republika, to determine the members' responses to the attributes of Kopkar Republika, and to analyze the level of satisfaction of members of Kopkar Republika. Data collection techniques using a questionnaire method. Data analysis uses Important Performance Analysis (IPA) and Customer Satisfaction Index (CSI). The results show that the majority of members have been with the cooperative for more than 12 years and the amount of their regular monthly expenditures is mostly below IDR 1.0 million. The average level of member satisfaction is still below the level of importance. The dimension of empathy which is represented by the friendliness of the management in serving members gives the best performance with an average level of 3.81, while the level of importance is 4.22. The overall level of member satisfaction is at a fairly satisfying level with a Consumer Satisfaction Index (CSI) score of 65.54%. 

• Katakunci kopkar republika, tingkat kepentingan, tingkat kepuasan, indeks kepuasan
• URL https://ejournal.unsrat.ac.id/index.php/jmbi/article/view/38628/35245
• Penerbit ,

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