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Abstract
Cooperative is a business entity that based on kinship and provides services to its members. Service quality of a cooperative affects the members' satisfaction. The existence of service quality is one of the reasons for members to join and contribute to cooperative. KPKM (Cooperative Producer of Coffee Margamulya) as one of the producer cooperative in Bandung Regency provides services to its member who were coffee producers in Margamulya Village. The purpose of this researched (1) to analyze the influence of KPKM service quality toward its member satisfaction (2) to analyze the influence of each service quality dimension to satisfaction of KPKM members. This research uses quantitative method by using multiple linear regression analysis. The result of analysis shows that there was positive influence between service quality of the cooperative and satisfaction of the members. Members' satisfaction can be explained by the service quality as much as 74.9 percent. Based on each quality dimension, the satisfaction of the members was not influenced by the dimensions of responsiveness.
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References
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References
Agbor, Jenet Manyi. 2011. The Relationship between Customer Satisfaction and Service Quality: a Studt of Three Service Sectors in Umea. Master Tesis Umea School of Busines
Ghozali. 2016. Aplikasi analisis multivariet IBM SPSS. Semarang: Universitas Diponegoro. Kementerian Koperasi dan Usaha Kecil dan Menengah Republik Indonesia.
Available online at http://www.depkop.go.id/ (Diakses tanggal 10
Desember 2016) Koperasi dan Usaha Kecil Menengah Pemerintah Kabupaten Bandung. Available online at www.koperasi.bandungkab.go.id (Diakses tanggal 10Desember 2016)
Lovelock, Christoper dan Jochen Wirtz. 2011. Service Marketing. New Jersey USA: Pearson
Pemerintah Kota Medan. Undang-undang Nomor 25 Tahun 1992 Tentang
Perkoprasian, Available online at www.diskopumkm.pemkomedan.go.id
(Diakses tanggal 2 Maret 2017)
Prastowo, Bambang Elna Karmawati. Rubijo. Siswanto. Chandra Indrawanto. dan S. Joni Munarso 2012. Budidaya dan Pasca Panen Kopi. Available online at www.perkebunan.litbang.pertanian.go.id (Diakses tanggal 2 Maret 2017)
Tasunar, Nanang. 2006. Kualitas Layanan Sebagai Strategi Menciptakan
Kepuasan pada Pangkalan Pendaratan Ikan (PPI) Morodemak. Jurnal
Sains Pemasaran Indonesia. Vol. 5, No. 1
Tjiptono, F. 2005. Pemasaran Jasa. Malang: Bayumedia Publishing