International Journal of Management (IJM)

Source ID:00000011
Volume 12, Issue 5,May 2021, Pages 117-125, Page Count - 9

EFFECT OF SERVICE QUALITY, ORGANIZATIONAL IMAGE AND MEMBER SATISFACTION ON LOYALTY OF CREDIT UNION MEMBERS IN CENTRAL KALIMANTAN

Lelo Sintani (1) Stepanus S.Hut MP (2)

(1) Lecturer, Faculty of Economics and Business, University of Palangka Raya, Palangka Raya, Indonesia.
(2) Lecturer, Human Resource Development Agency, Central Kalimantan Provincial, Indonesia.

Manuscript ID:- 00000-55165
Access Type : Open Access
Read Full Article


Cite this article:Lelo Sintani,Stepanus S.Hut MP,  Effect Of Service Quality, Organizational Image And Member Satisfaction On Loyalty Of Credit Union Members In Central Kalimantan, International Journal of Management(IJM), 2021, 12(5), PP.117-125

Manuscript Level Metrics (MLM)

Views Downloads Citations Cited References Social Shares
18 14 0 0

Abstract

The goal of development in Indonesia is to achieve prosperity and prosperity for the community so that the government is required to create a conducive business climate. So that people can be free of economic problems such as poverty, unemployment, income inequality, low productivity to high-cost economy. Micro, Small and Medium Enterprises (MSMEs) have an important and strategic role in national economic development and overcome economic problems. However, there are 60 - 70% of MSMEs who do not have access to banking financing. In order to facilitate capital access to MSMEs, Credit Cooperatives including Kopdit CU Betang Asi as Non-Bank Financial Institutions play an important role. Good Quality of Service, Organization Image, Satisfaction and customer loyalty are indicators that the organization plays a role in economic development.

      This paper aims to measure and analyze the influence of service quality, organizational image, member satisfaction to the loyalty of cu Betang Asi Credit Cooperative members in Central Kalimanatan.

      The research method uses quantitative method with the population of all CU Betang Asi members in Central Kalimanatan as many as 39,294 people with a sample number of 405 people with the technique of determination of the number of samples 15 times the number of indicators. The analysis tool uses descriptive analysis and analysis PLS.

       The results of the analysis prove that quality services are measured from the dimensions of physical evidence, reliability, response, assurance, and empathy, good organizational image, satisfied members and loyal evidenced from the value of mean 4 and above from all variable indicators. Based on the result PLS analysis it is proven that citra organization has a significant effect on member satisfaction and member loyalty. Quality Service has a significant effect on the satisfaction of members but has no significant effect on the loyalty of members. Likewise, member satisfaction has no effect on member loyalty


Author Keywords
Service Quality Organizational Image Satisfaction and Loyalty 

ISSN Print: 0976-6502 ISSN Online: 0976-6510
Source Type: Journals Document Type: Journal Article
Publication Language: English DOI: 10.34218/IJM.12.5.2021.011
Abbreviated Journal Title: IJM Access Type: Open Access
Publisher Name: IAEME Publication Resource Licence: CC BY-NC
Major Subject:Social Sciences and Humanities Subject Area classification: Business, Management and Accounting
Subject area: Strategy and Management Source: SCOPEDATABASE

References (21)
  1. Alma, Buchari
    Marketing Management and Service Marketing
    (2014),
  2. Anatan, Lina
    Service Excellence - Competing Through Competitiveness
    (2008),
  3. Assauri, Sofjan
    Marketing Management
    (2014),
  4. Cahyani, Komang Indah Gita dan Gede Bayu Ranatha
    The Effect of Service Quality on Satisfaction and Its Impact on Trust and Loyalty
    (2015)Faculty of Economics and Business, Udayana University,
  5. Devi, Ratih., Andi Sularso dan Arie Subagio
    Effect of Marketing Mix on Decisions and Customer Satisfaction in Making Credit PT
    (2014),
  6. Erwina Safitri, Mintarti Rahayu, Nur Khusniyah Indrawati
    The Influence of Service Quality and Company Image on Customer Satisfaction and Customer Loyalty
    (2014),
  7. Ferdinand, Augusty
    Management Research Methods
    (2014),
  8. Foster, Bob
    The Influence of Service Marketing Mix Performance on Savers Customer Loyalty (A Survey at Bank Central Asia Soekarno-Hatta Bandung Branch)
    (2010)Journal of Business Management Education, Volume 9, Issue 17, Page No 26-38,
  9. Gardenia, Yulisa
    The Effect of Satisfaction on Bank Customer Loyalty
    (2009)Universitas Gunadarma,
  10. Jonathan, Sarwono
    Path Analysis for Business Research with SPSS
    (2007),
  11. Koestanto, Tri Hari
    The Effect of Service Quality on Customer Satisfaction at Bank Jatim Klampis Surabaya Branch
    (2014)Journal of Management Science and Research, Volume 3, Issue 10,
  12. Kotler, Philip, dan Kevin Lane Keller
    Marketing Management
    (2009), Volume 1,
  13. Lupiyoadi, Rambat dan Hamdani
    Service Marketing Management
    (2006),
  14. Mohammad, Haruna Isa
    7ps Marketing Mix And Retail Bank Customer Satisfaction In Northeast Nigeria British
    (2015)Journal of Marketing Studies, Volume 3, Issue 3, Page No 71-88,
  15. Mosahab, Rahim
    Service Quality, Customer Satisfaction and Loyalty: A Test of Mediation
    (2010)International Business Research, Volume 3, Issue 4,
  16. Nasution
    Total Service Management
    (2004),
  17. Saravanakumar
    Effect Of Service Quality On Customer Loyalty: Empirical Evidence From Co-Operative Bank
    (2014)International Journal of Business and Administration Research Review, Volume 2, Issue 4,
  18. Siamat, Dahlan
    Financial Institution Management
    (1999)University of Indonesia,
  19. Subagyo, dkk
    Banks and Other Financial Institutions
    (2005),
  20. Tjiptono, Fandy
    Service Management - ​​Realizing Excellent Service
    (2012),
  21. Tjiptono, Fandy., Gregorius Chandra, dan Dadi Adriana
    Strategic Marketing
    (2008),