The Influence of Service Quality and Trust on Member Satisfaction with Loyalty as an Intervening Variable  (A Study at KSP Kopdit Gentiaras Pringsewu)

Albertus Fernando; Irsandi; Trenggono Sakti; Suci Asfarani

doi:10.47134/jbhi.v2i3.607

Authors

Albertus Chandra Fernando University of Bandar Lampung
Irsandi University of Bandar Lampung
Trenggono Puji Sakti University of Bandar Lampung
Suci Asfarani University of Bandar Lampung

DOI:

https://doi.org/10.47134/jbhi.v2i3.607

Keywords:

Service Quality, Trust, Member Satisfaction, Loyalty, Cooperative

Abstract

Cooperatives in Indonesia are vital in supporting low to middle-income communities, with over 127,000 cooperatives serving more than 25 million members. However, ensuring member satisfaction and loyalty remains a significant challenge for their sustainability. This study examines the mediating role of loyalty in the relationship between service quality, trust, and member satisfaction within KSP Kopdit Gentiaras Pringsewu, an Indonesian cooperative. A quantitative research method used path analysis to explore these relationships. Data were collected from 44 active members via a reliable questionnaire. The results show that service quality and trust significantly influence member satisfaction, with loyalty as a key mediator in these relationships. The Sobel test confirmed the significance of loyalty as a mediator. The findings suggest that improving service quality and fostering trust are essential for enhancing member satisfaction and loyalty, ensuring the cooperative's long-term sustainability.

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