Analisis Pengaruh Kualitas Pelayanan Dan Nilai Pelanggan Terhadap Kepuasan Anggota Dan Calon Anggota Koperasi Simpan Pinjam Jasa Cabang Purwokerto

Management Analysis Journal
Vol 2 No 1 (2013): Management Analysis Journal

Tujuan penelitian ini adalah untuk mengetahui pengaruh kualitas pelayanan dan nilai pelanggan terhadap kepuasan anggota dan calon anggota Kospin JASA Cabang Purwokerto baik secara parsial maupun secara simultan. Populasi dalam penelitian ini adalah anggota dan calon anggota Kospin JASA Cabang Purwokerto. Jumlah sampel yang digunakan dalam penelitian sebanyak 96 anggota dan calon anggota, menggunakan teknik pengambilan sampling non probability sampling dengan pen- dekatan  purposive sampling. Metode pengumpulan data menggunakan kuesioner. Analisis data menggunakan analisis deskriptif presentase dan analisis regresi linear berganda. Berdasarkan hasil penelitian, diketahui terdapat pengaruh kualitas pe- layanan dan nilai pelanggan terhadap kepuasan anggota dan calon anggota baik secara parsial maupun simultan. Berdasarkan uji t, pengaruh kualitas pelayanan terhadap kepuasan anggota dan calon anggota secara parsial diperoleh nilai 3,662, sedangkan pengaruh nilai pelanggan terhadap kepuasan anggota dan calon anggota secara parsial diperoleh nilai 5,781. Secara simultan pengaruh kualitas pelayanan dan nilai pelanggan terhadap kepuasan anggota dan calon anggota berdasarkan uji F diperoleh nilai 44,681. Penelitian ini menyimpulkan kualitas pelayanan dan nilai pelanggan berpengaruh positif dan signifikan terhadap kepuasan anggota dan calon anggota Kospin JASA Cabang Purwokerto baik secara parsial maupun simultan.   Abstract   The purpose of this research was to know the inf luence of service quality and customer value to members and member candidates satisfaction of the Kospin JASA in Purwokerto,  either partially or simultaneously. The population in this study was a member and member candi- date of Kospin JASA in Purwokerto. The number of samples used in research were as much as 96 members and member candidates, used the taking technique using a non probability sampling with purposive sampling approach. Data collection method using the questionnaire. Analysis data using a descriptive percentage analysis and multiple linear regression analysis. Based on the research results, there are known the inf luence of service quality and customer value to members and members candidates satisfaction either partially or simultaneously. Based on the t test, the inf luence of service quality to members and member candidates sat- isfaction obtained partially 3,662, while the inf luence of  customer value to members and member candidates satisfaction obtained partialy 5,781. Based on the F test, the inf luence of service quality and customer value to members and members candidates satisfaction values ob- tained simultaneously 44,681. This research concluded that the service quality and customer value had positive and significant effect to the members and members candidate satisfication of the Kospin JASA in Purwokerto, either partially or simultaneously.