VERONIKA SEPTI NOVIANINGSIH, 0701514038 (2019) PENGARUH KUALITAS PELAYANAN, KEPERCAYAAN ANGGOTA TERHADAP LOYALITAS ANGGOTA MELALUI KEPUASAN ANGGOTA (Studi Kasus pada KSP CU PANGUDI LUHUR KASIH Pusat di Semarang). Masters thesis, Universitas Negeri Semarang.

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Abstract

Novianingsih, Veronika Septi, 2019. Effect of Service Quality, Member Trust on Member Loyalty through Member Satisfaction. Thesis. Economic Education. Postgraduate. Universitas Negeri Semarang. Advisor: Kardoyo1, Partono Thomas2. Keywords: Quality of Service, Trust, Loyalty, Satisfaction, Credit Union Cooperatives have positive roles, either directly or indirectly in the improvement of the national economy in Indonesia. Credit cooperatives or credit union (CU) is a financial institution that is engaged in the savings and loan owned and managed by its members and aims for the welfare of its members. This study aims to analyze and describe the effect of service quality, member trust on member loyalty through member satisfaction. The research used quantitative research. The population of the study were 2407 members. The measurement of the samples used Slovin formula. The samples were 96 members. The sampling technique used Single Stage Cluster Sampling. Collecting data used questionnaires. The method of data analysis used a path analysis (path analysis). The results showed (1) there was not a positive influence between service quality variables on member satisfaction, (2) there was a positive influence between member trust variables on member satisfaction, (3) there was not a positive influence between service quality variables on member loyalty, (4) there was a positive influence between member trust variables on member loyalty, (5) there was a positive influence between member satisfaction variables on member loyalty, (6) there was not a influence between service quality variables on member loyalty through member satisfaction, (7) there was a positive influence between variables member trust in member loyalty through member satisfaction. Based on the results showed that the trust of members has a positive influence. Therefore, if the company wants to increase members’satisfaction followed by an increase in loyalty of members, then it needs to be done with regard to the members trust, among others, is to improve the integrity, kindness and competence of the management and the management of KSP.

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