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All Journal Journal Research of Management Jurnal Pengabdian Kepada Masyarakat
Ni Putu Kusuma Widanti
Akademi Keuangan dan Perbankan Denpasar
Economics, Econometrics & Finance Education Engineering Public Health Social Sciences

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Analisis Kualitas Layanan Berbasis Servqual Dan Pengaruhnya Terhadap Kepercayaan Serta Kepuasan Nasabah: Studi Pada Ksp. Pondok Arta Sejahtera Ni Putu Kusuma Widanti; Adisti Maharani Krisna; Ni Kadek Pajar Kusumawati; Ida Ayu Agung Paramitaswari; Ni Wayan Septiawini
Journal Research of Management Vol. 7 No. 1 (2025): Desember
Publisher : Universitas Triatma Mulya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51713/jarma.2025.7175

Abstract

This study aims to analyze the influence of service quality and trust on customer satisfaction at Koperasi Simpan Pinjam (KSP) Pondok Arta Sejahtera, a member-based financial institution that plays an important role in promoting financial inclusion. Despite the social closeness among its members, KSP faces several challenges, including inconsistent service performance, suboptimal communication, and limited digitalization. This research is grounded in the SERVQUAL theory, which consists of five key dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. In addition, trust is understood as a fundamental factor for establishing long-term relationships between financial institutions and their customers. This study employs a descriptive quantitative method with a population of 575 customers. A sample of 86 respondents was obtained using a simple random sampling technique. Data were analyzed using multiple linear regression. The findings show that both service quality and trust have a positive and significant effect on customer satisfaction. The adjusted R² value of 0.620 indicates that the two variables explain 62% of the variation in customer satisfaction. However, the beta coefficients of the two variables suggest that their influence remains relatively weak. This implies that service quality and trust are already perceived as basic expectations by customers, so improvements in these areas do not substantially increase satisfaction levels. This study provides empirical contributions that have been relatively underexplored compared to the banking sector. Practically, KSP management needs to strengthen service innovation, improve communication quality, and consider additional variables such as customer value and service experience to enhance customer satisfaction.
Pelatihan Penyusunan Laporan Keuangan SAK EP bagi UMKM Kusuma Bali Mandiri Karangasem Adisti Maharani Krisna; Ni Putu Kusuma Widanti; Ni Wayan Septia Wini; Ida Ayu Agung Paramitaswari; Ni Kadek Pajar Kusumawati
Jurnal Pengabdian Kepada Masyarakat Vol. 1 No. 2 (2026): Edisi: Februari-April
Publisher : Pustaka Bangsa Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Usaha Mikro, Kecil, dan Menengah (UMKM) memiliki peran strategis dalam perekonomian daerah, termasuk di Kabupaten Karangasem, Bali. Namun, sebagian pelaku UMKM masih menghadapi kendala dalam penyusunan laporan keuangan yang sesuai dengan Standar Akuntansi Keuangan Entitas Tanpa Akuntabilitas Publik (SAK EP). UD. Kusuma Bali Mandiri Cabang Karangasem merupakan salah satu UMKM yang masih melakukan pencatatan transaksi secara manual, sehingga kualitas informasi keuangan belum optimal. Menanggapi permasalahan tersebut, tim dosen Akademi Keuangan dan Perbankan (AKABA) Denpasar melaksanakan kegiatan pengabdian kepada masyarakat melalui pelatihan penyusunan laporan keuangan berbasis SAK EP. Metode yang digunakan meliputi ceramah, tutorial praktik menggunakan spreadsheet, serta diskusi interaktif. Hasil kegiatan menunjukkan adanya peningkatan pemahaman dan keterampilan peserta dalam menyusun laporan keuangan yang sistematis dan sesuai standar. Kegiatan ini diharapkan mampu mendorong penerapan tata kelola keuangan yang lebih profesional dan berkelanjutan pada UMKM.
Co-Authors Adisti Maharani Krisna Ida Ayu Agung Paramitaswari Ni Kadek Pajar Kusumawati Ni Wayan Septia Wini Ni Wayan Septiawini