Putra, Andika Nali and , Dr. Ir. Muchlison Anis, S.T., M.T. (2025) Analisis Kepuasan Anggota Pada Koperasi Unit Desa Mojosongo Sebagai Upaya Meningkatkan Kualitas Pelayanan (Studi Kasus: Koperasi Unit Desa (KUD) Mojosongo). Skripsi thesis, Universitas Muhammadiyah Surakarta.
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Abstract
Service quality plays a vital role in sustaining cooperatives amid rising competition. KUD Mojosongo has been experiencing a yearly decline of about 10 percent in active members. Out of 1,000 registered members, only 364 remained active in 2025. This trend suggests issues in member satisfaction linked to limited facilities, inadequate information dissemination, low service quality, and the weak appeal of the Waserda unit. This study aims to measure member satisfaction using the Customer Satisfaction Index (CSI) and to formulate improvement strategies through SWOT analysis. Using a quantitative approach and purposive sampling, data were collected from 191 active members through validated and reliable questionnaires covering five service dimensions. Findings show that four dimensions fall under the “satisfied” category, while Tangibles is rated “fairly satisfied.” Assurance obtained the highest score (74.96 percent), while Tangibles scored the lowest (65.59 percent). SWOT analysis generated IFAS and EFAS scores of 2.30 and 3.16, placing KUD in quadrant III, which prioritizes the Weakness–Opportunity (WO) strategy. Recommended WO strategies include updating digital information systems, modernizing the milk collection post, improving livestock-supporting facilities, and revitalizing the Waserda unit. These improvements are expected to enhance the Tangibles dimension and help slow the decline in active membership.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Uncontrolled Keywords: | Customer Satisfaction Index, SWOT, KUD, Kualitas Pelayanan |
| Subjects: | T Technology > TI Industrial Engineering T Technology > TI Industrial Engineering > Quality Control |
| Divisions: | Fakultas Teknik > S1 Teknik Industri |
| Depositing User: | ANDIKA NALI PUTRA |
| Date Deposited: | 20 Nov 2025 02:03 |
| Last Modified: | 20 Nov 2025 02:03 |
| URI: | http://eprints.ums.ac.id/id/eprint/139722 |
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