ANALYSIS OF SERVICE QUALITY IN IMPROVING CUSTOMER SATISFACTION AT KOPERASI USAHA BARU IN TIDORE ISLANDS CITY
Published:
2026-10-30Downloads
Abstract
This study analyzes service quality and customer satisfaction at Koperasi Usaha Baru in Tidore Islands City. A descriptive qualitative approach was employed. Data were collected through observation, semi-structured interviews, and documentation. Informants were selected purposively and included cooperative managers, service staff, and customers with direct experience of the cooperative's services. Data were analyzed through data condensation, data display, and conclusion drawing and verification. The analysis focused on five service-quality dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The findings indicate that staff generally provide clear information, process transactions carefully, behave politely, and assist customers who require further explanation. Nevertheless, improvements are still needed in service facilities and waiting areas, while service time may increase when customer volume is high. Individual attention also needs to be maintained during busy periods. These findings suggest that positive service behavior should be supported by improved facilities and better service-flow management. As a qualitative study, the findings describe informants' experiences in this specific setting and are not intended for statistical generalization.
Keywords:
cooperative customer satisfaction service management service qualityReferences
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