PENGARUH KUALITAS PELAYANAN DAN CITRA KOPERASI TERHADAP LOYALITAS ANGGOTA DI KOPERASI PEGAWAI KEMENTERIAN SEKRETARIAT NEGARA REPUBLIK INDONESIA
Daftar Isi:
- Andri Hermawan, Influence of service quality and image of cooperative to member loyalty in employee cooperative Ministry of State Secretariat of Republic Indonesia. This study aims to determine how much influence the quality of service and image of the cooperative on the loyalty of members and how much influence direct and indirect service quality and image of cooperatives to loyalty members. The sample in this study is a member of the cooperative employees of the Ministry of State Secretariat of the Republic of Indonesia amounting 96 people using Slovin techniques. Technically variable data collection using questionnaire method with Lingkert scale. Prior to the use of questionnaires tested by taking samples of 30 members of the cooperative. Quantitative analysis includes validity and reliability test, path analysis, hypothesis testing through t test and F test and coefficient of determination (R2) data processing done by using SPSS for Windows 2.0. Based on the results of the research data obtained using t test showed that both independent variables (service quality and cooperative image) studied proved to significantly influence partially to dependent variable of member loyalty. Simultaneously variable quality of service and image of cooperative have significant influence to member loyalty, this matter proved by value of F that is equal to 48,961 with significance level 0,000 < 0,05. While Adjusted R Square (R2) of 0,513 means the percentage of contribution of independent variable (service quality and cooperative image) to the dependent variable (member loyalty) of 51.3%. While the remaining 48.7% influenced or explained by other variables that are not included in this research model. Keywords: Service Quality, Cooperative Image, Member Loyalty