Analisis Kepuasan dan Loyalitas Anggota terhadap Sistem Pelayanan Digital KSPPS Khairu Ummah Bogor

Abstract

Koperasi simpan pinjam menghadapi persaingan dari lembaga keuangan seperti financial technology yang sudah berbasis digital. Oleh karena itu, koperasi simpan pinjam perlu menerapkan sistem layanan menuju digital (Go Digital). Salah satu koperasi simpan pinjam yang telah menerapkan sistem pelayanan digital yaitu KSPPS Khairu Ummah Bogor. Penelitian ini bertujuan menganalisis tingkat kepuasan dan loyalitas anggota terhadap sistem pelayanan digital KSPPS Khairu Ummah, dan menganalisis hubungan kepuasan pelayanan digital dengan loyalitas anggota. Jumlah sampel anggota sebanyak 75 orang. Metode analisis menggunakan CSI, uji beda, IPA dengan dimensi SERVQUAL, NPS dan hubungan Rank Spearman. Penelitian menunjukkan bahwa kepuasan layanan digital lebih baik dibandingkan dengan layanan tatap muka. Perubahan digitalisasi pada pelayanan KSPPS Khairu Ummah telah meningkatkan kepuasan anggota. Nilai NPS termasuk kategori Great yang menunjukkan koperasi telah berkinerja baik dan memiliki anggota loyal. Kepuasan anggota berkorelasi sedang dengan loyalitas anggota. Kata kunci: koperasi, korelasi, digitalisasi, tatap muka, SERVQUAL

Savings and loan cooperatives face competition from financial institutions such as digital-based financial technology. Therefore, savings and loan cooperatives need to implement a service system towards digital (Go Digital). One of the savings and loan cooperatives that has implemented a digital service system is KSPPS Khairu Ummah Bogor. This study aims to analyze the level of satisfaction and loyalty of members to the digital service system of KSPPS Khairu Ummah, and to analyze the relationship between digital service satisfaction and member loyalty. The number of sample members is 75 people. The analysis method uses CSI, different test, IPA with SERVQUAL dimensions, NPS and Spearman Rank relationship. Research shows that digital service satisfaction is better than face-to-face services. Changes in digitization in Khairu Ummah KSPPS services have increased member satisfaction. The NPS value is in the Great category, which indicates the cooperative has performed well and has loyal members. Member satisfaction is moderately correlated with member loyalty. Keywords: correlation, cooperative, digitization, face to face, SERVQUAL