Analisis pengaruh kualitas pelayanan islami terhadap kepuasan dan kepercayaan anggota di Pusat Koperasi Syariah Alkamil Jawa Timur
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Institusion

Universitas Islam Negeri Maulana Malik Ibrahim Malang

Author

Sauri, Supian

Subject

 

Datestamp

2018-03-21 08:43:32 

Abstract :
?????? ????? ???? ????????? ??????? ?????? ???? ??????? ????????? ????? ??????? ?????? ?? ??????? ???????? ?????? ??????? ?? ???? ??????? ?????????? ????????? ?? ??????? ???????? ?????????. ????? ?? ??????? ???? ????? ?? ??? ??? ??????? ????????? ???????. ???? ???????? ??????? ?????? ???? ?????? ????????? ?? ??? ???????? ? ????? ????? ? ??? ???????. ??? ????? ?? ??? ?????? ?????? ???????? ? ????? ??????? ??????? ??? ???? ?????? ????????? ??? ??? ???????. ??????? ???????? ? ????? ??????? ??????? ??? ???? ?????? ????????? ??? ??? ???????. ??????? ???????? ? ????? ??????? ??????? ??? ????? ??? ??? ???????. ? ??????? ???????? ? ????? ??????? ??? ??????? ??? ???? ?????? ????????? ??? ??? ??????? ?? ???? ??????? ??? ?????? ?? ???? ??????? ???????? ?????? ???? ???????. ?????? ??? ????? ?????? ????? ?????. ??? ?? ??? ???????? ?? ???? ??????????? ????????? ?????? ??? ??????? ???????. ? ???? ?????? ?? ??? ????? ???? 155 ??????? ????? ?? ????? ???? ??????? ???????? ?????? ???? ???????. ??????? ?? ???? ????? ??????. ??? ????? ????? ???????? ????????? ????? ?????? (????? ??????). ????? ????? ????? ?? : (1) ???? ?????? ???????? (X1) ??? ????? ????? ??? ??? ??????? (X2) ???? 0.764. (2) ???? ?????? ????????? (X1) ??? ????? ????? ??? ??? ??????? (Y) ???? 0.346. (3) ??? ??????? (X2) ??? ????? ????? ??? ??? ??????? (Y) ???? 0.424. ? (4) ?????? ?????? ???? ?????? ????????? (X1) ??? ????? ??? ????? ??? ??? ??????? (Y) ?? ???? ??? ??????? ???? 0?594. ABSTRACT Center of Sharia Cooperative (Puskopsyah) Alkamil East Java as a microfinance institution with a very strategic syariah governance in community economic development efforts in the micro, small, and medium enterprises. One of the problems faced by low trust of the member cooperative and financiers. The recommended solution to measure and improve Islamic service quality in order to retain and increase member satisfaction and member trust. The purpose of this study, First, testing and analyzing the direct influence of the Islamic service quality to satisfaction of members. Second, testing and analyzing the direct influence of the Islamic service quality of the member trust. Third, testing and analyzing the direct influence of satisfaction on member trust. And Fourth, examine and analyze the indirect influence of Islamic service quality of the member trust through member satisfaction variables in Center of Sharia Cooperative Alkamil (Puskopsyah) East Java. This study used quantitative research methods. Data was collected through questionnaires used to answer the research problems. The sample in this study amounted to 155 respondents who were members of the Center of Sharia Cooperative Alkamil (Puskopsyah) East Java spread across five service offices. Data analysis method used was path analysis. The results showed that: (1) Islamic service quality (X1) has a direct impact on member satisfaction (X2) of 0.764. (2) Islamic service quality (X1) has a direct influence on the member trust (Y) of 0.346. (3) Member satisfaction (X2) has a direct influence on the member trust (Y) of 0.424. And (4) with path analysis Islamic service quality (X1) indirect effect on Member Trust (Y) through member satisfaction by 0.594. ABSTRAK Pusat Koperasi Syariah Alkamil Jawa Timur sebagai lembaga keuangan mikro dengan tata kelola syariah sangat strategis dalam upaya pengembangan ekonomi umat dalam skala mikro, kecil, dan menengah. Salah satu permasalahan yang dihadapi rendahnya kepercayaan anggota dan pemodal terhadap koperasi. Solusi yang dianjurkan dengan mengukur dan meningkatkan kualitas pelayanan Islami dalam rangka tetap mempertahankan dan meningkatkan kepuasan dan kepercayaan anggota. Tujuan penelitian ini, Pertama, Menguji dan menganalisis pengaruh langsung antara kualitas pelayanan Islami terhadap kepuasan anggota. Kedua, Menguji dan menganalisis pengaruh langsung antara kualitas pelayanan Islami terhadap kepercayaan anggota. Ketiga, Menguji dan menganalisis pengaruh langsung antara kepuasan terhadap kepercayaan anggota. Dan Keempat, menguji dan menganalisis pengaruh tidak langsung kualitas pelayanan Islami terhadap kepercayaan anggota melalui variabel kepuasan anggota di Puskopsyah Alkamil Jawa Timur. Penelitian ini menggunakan metode penelitian kuantitatif. Pengumpulan data dilakukan dengan kuesioner yang digunakan untuk menjawab permasalahan penelitian. Adapun sampel dalam penelitian ini berjumlah 155 responden yang merupakan anggota Puskopsyah Alkamil Jawa Timur tersebar di lima kantor layanan. Metode analisis data yang digunakan adalah analisis jalur (path analysis). Hasil penelitian menunjukkan bahwa: (1) Kualitas pelayanan Islami (X1) mempunyai pengaruh langsung terhadap kepuasan anggota (X2) sebesar 0,764. (2) Kualitas pelayanan Islami (X1) mempunyai pengaruh langsung terhadap kepercayaan anggota (Y) sebesar 0,346. (3) Kepuasan anggota (X2) mempunyai pengaruh langsung terhadap kepercayaan anggota (Y) sebesar 0,424. Dan (4) dengan anali 

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