Abstract: This study aims to develop the dimension of SERVQUAL structure and analyze its influence on satisfaction and loyalty of cooperative members. The method used is a mix method research, started from a qualitative method to explore the possibility of factors that have not been accommodated in each SERVQUAL dimension, involving three informants. The results were then tested empirically by involving 95 cooperative members as sample. This study found a new item and proved significantly as a complement to assurance dimension, which is "transparency of management reports for financial cases in the context of cooperatives as a guarantee for members in saving fund". These finding complements and successfully strengthens SERVQUAL and significantly affects satisfaction and loyalty of cooperative members as customers, either partially or simultaneously. Originality or value of this study is to fills the gaps in the study of management report transparency for financial cases as a construction to service quality, transparency of financial statements, related to trust and company image. The results of this study considered as pioneer in the context of cooperatives, that transparency of management reports for financial cases affects members’ satisfaction and loyalty.
Keywords: Service quality, Consumer satisfaction, Loyalty, SERVQUAL, Financial Report Transparency, Cooperative.
Title: TRANSPARENCY OF COOPERATIVE MANAGEMENT REPORT AS A PART OF SERVICE QUALITY IN IMPROVING MEMBERS’ SATISFACTION AND LOYALTY
Author: GUSTI AGUNG MADE SURABRATA AGUNG, GUSTI AGUNG TEJA KUSUMA, I NENGAH SUARDHIKA, ANAK AGUNG PUTU AGUNG
International Journal of Management and Commerce Innovations
ISSN 2348-7585 (Online)
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