Implemtasi Kualitas Pelayanan Pendekatan CARTER Dan Pengaruhnya Terhadap Kepuasan UJKS Koperasi Karyawan
Abstract: Employee cooperative
is the partner of Palapa Nusantara institution based on service quality that
consists of sharia compliance, tangibles, reliability, responsiveness,
assurance, and empathy.This study aimed to investigate the effect
implementation service quality CARTER approach to the members’ satisfaction.
The first data used were primary data collected though a survey by using
questionnaires. Then, the primary data were supported by the secondary data in
form of short interviews in order to obtain the maximal results. The results
showed that the dimension of reliability and responsiveness partially have a
significant effect on the level of members’ satisfaction. However, the
dimensions of tangibles, assurance, empathy and the sharia compliance have no
significant effect to satisfaction of the members. It means that the first
hypothesis in this study is accepted. This study also found that reliability is
the most influential service to the customers’ satisfaction of employee
cooperative of Palapa Nusantara Surabaya.
Keywords: Service Quality,
CARTER Approach, Members’ satisfaction, Palapa nusantara
Penulis: Dani Rohmati, Sunan
Fanani
Kode Jurnal: jpmanajemendd161259
