Analisis Faktor-Faktor Yang Mempengaruhi Tingkat Kepuasan Pengguna Jasa Koperasi Simpan Pinjam Bhina Raharja Cabang Karanganyar

Puspito, Anggit and , Drs. Wiyadi, M.M., Ph.D (2017) Analisis Faktor-Faktor Yang Mempengaruhi Tingkat Kepuasan Pengguna Jasa Koperasi Simpan Pinjam Bhina Raharja Cabang Karanganyar. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

Purpose of the research is to analyze factors affecting level of satisfaction consisting of service quality, trust, image of company, credit products and location on satisfaction level of service users of a saving and loan cooperative. Population of the research was service users who had made savings and loans in the cooperative. Sample of the research was 100 respondents who were taken by using non probability sampling with accidental sampling approach. Data analysis used quantitative analysis, namely multiple linear regression analysis. The analysis included validity and reliability test, classic assumption test, t-test and f-test and determination coefficient (R2) analysis. Based on multiple linear regression test, it was found that service quality was 0.053, trust was 0.252, image of company was 0.209, credit product was 0.228, and location was 0.194. Hypothesis testing by using t-test indicated that service quality (X1), trust (X2), image of company (X¬3), credit products ( X4) and location (X5) were proved to have significant effect on dependent variable, namely satisfaction of service users (Y). Then, f-test showed that independent variables, namely service quality, trust, image of company, credit products and location were useful for dependent variable testing, satisfaction of service users. Determination coefficient was 0.592 or 59.2%; this condition indicated that satisfaction of service users are able to explain by using the five independent variables in multiple linear regression equation. While, the rest, 0.408 or 40.8% was explained by variables other than those examined in the present research.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	service quality, trust, image of company, credit products, location, satisfaction of service user
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	ANGGIT PUSPITO
Date Deposited:	18 Aug 2017 03:47
Last Modified:	18 Aug 2017 03:47
URI:	http://eprints.ums.ac.id/id/eprint/55754

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