The Effect of Service Quality and Performance of Cooperative on Cooperative Image and Its Impact to the Satisfaction of Cooperative Member in the Central Sulawesi Province

Abstract

This study aims to analyze the effect of service quality and performance of cooperatives on the cooperative image and its impact to the satisfaction of cooperative member in Central Sulawesi Province. The relation between the research variables corroborated by some marketing experts opinions, among others, Kotler (2013), Bateson (2005), Tjiptono (2014; 266), Rust, et al (1996) in Tjiptono (2014; 268), Lovelock (1988) in Tjiptono (2014; 268), Grönroos in Tjiptono (2014: 268) and Harrison in Iman (2010). The populations in this research are members of the cooperative that received the rating "quality" of the Department of Cooperatives, Micro, Small and Medium Enterprises of Central Sulawesi province in 2015. The number of cooperatives received the rating of "Quality" in 2015 as many as 33 units of cooperative. Total of population in this study are 7663 members of the cooperative, sampling techniques performed is Proportionate Random Sampling of 7663 members of the cooperative, the number of the sample are150 members of cooperative as well as respondents. The data collection was conducted using questionnaires and data collected are tested for their validity, reliability, and normality. Research hypothesis are proven by the path analysis. The results of the study are summarized in the conclusion: 1) Quality of Service significantly and positively impact on the image of cooperatives in the Central Sulawesi Province. 2) The Performance of Cooperative has significant and positive impact on the image of cooperatives in the Province of Central Sulawesi. 3) Service Quality has significant and positive impact on Cooperative Members satisfaction in Central Sulawesi province. 4) Cooperative Performance has significant and positive impact on satisfaction Cooperative Members in Central Sulawesi province. 5) The image of Cooperative significant and positive impact on satisfaction Cooperative Members in Central Sulawesi province. 6) Service quality has no significant effect on the satisfaction of Cooperative Members in Central Sulawesi mediated by Citra Cooperative. 7) Performance of the Cooperative significantly affect the satisfaction of Cooperative Members in Central Sulawesi which mediated by Citra Cooperative. Keywords: Quality, Performance, Image and Satisfaction