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Improving member loyalty through service quality a case study of Citra Abadi Savings and Loan Cooperative

Author

Listed:
  • Nanda Rahayu

    (Management Study Programme, Sekolah Tinggi Ilmu Ekonomi Mahardhika, Jl. Wisata Menanggal No.42, Menanggal, Gayungan, Surabaya 60234, Indonesia)

  • Leonard Adrie Manafe

    (Management Study Programme, Sekolah Tinggi Ilmu Ekonomi Mahardhika, Jl. Wisata Menanggal No.42, Menanggal, Gayungan, Surabaya 60234, Indonesia)

  • Dodit Cahyo Nugroho

    (Management Study Programme, Sekolah Tinggi Ilmu Ekonomi Mahardhika, Jl. Wisata Menanggal No.42, Menanggal, Gayungan, Surabaya 60234, Indonesia)

Abstract

This study examines how service quality dimensions affect member satisfaction and loyalty at Citra Abadi Savings and Loan Cooperative. Using a qualitative case study approach, data were collected through in-depth interviews with 15 members and observations of service interactions. Service quality was analyzed through five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Thematic analysis revealed that comfortable physical facilities, reliable and prompt services, transaction security, and empathetic interactions significantly enhance member satisfaction and trust, fostering loyalty. The findings highlight areas for improvement, including staff training in empathy and responsiveness, enhancing transaction transparency, and investing in physical infrastructure. Despite the focus on a single cooperative, the study provides insights into strengthening member relationships and competitiveness in cooperative management. Policy recommendations include prioritizing service quality improvements to sustain member loyalty and cooperative viability.

Suggested Citation

  • Nanda Rahayu & Leonard Adrie Manafe & Dodit Cahyo Nugroho, 2025. "Improving member loyalty through service quality a case study of Citra Abadi Savings and Loan Cooperative," Priviet Social Sciences Journal, Privietlab Research Center, vol. 5(5), pages 71-78, May.
    • Handle: RePEc:prv:pssjpv:433
    DOI: 10.55942/pssj.v5i5.433
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    More about this item

    Keywords

    Service Quality; Member Satisfaction; Loyalty; Cooperative Management; Case Study;
    All these keywords.

    JEL classification:

    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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