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

Nanda Rahayu (), Leonard Adrie Manafe and Dodit Cahyo Nugroho
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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

Priviet Social Sciences Journal, 2025, vol. 5, issue 5, 71-78

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.

Keywords: Service Quality; Member Satisfaction; Loyalty; Cooperative Management; Case Study (search for similar items in EconPapers)
JEL-codes: G21 M31 (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:prv:pssjpv:433

DOI: 10.55942/pssj.v5i5.433

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