The Measurement of Member Satisfaction Level Toward Koperasi Ships Jawa Timur Service
- 10.2991/aebmr.k.200415.003How to use a DOI?
- CARTER, gap analysis, satisfaction level
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.
- © 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
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 -