The Effect of Service Quality on Member Satisfaction at KSP Olive Branch Palu

Abstract

The purpose of this study was to determine the effect of service quality on member satisfaction of the Olive Savings and Loan Cooperative (KSP) Palu Branch, South Palu District, seen from the dimensions of service quality, which include; Physical Evidence (X1), Reliability (X2), Responsiveness (X3), Assurance (X4), and Empathy (X5). The type of research used is descriptive verification with a total sample of 95 people. To manage the data using multiple linear regression analysis. The results showed that the influence of the dimensions of Physical Evidence (X1), Reliability (X2), Responsiveness (X3), Assurance (X4), and Empathy (X5) simultaneously had a significant effect on the satisfaction of members of the Palu Branch Zaitun Savings and Loans Cooperative (KSP). The partial test shows that all variables significantly influence the joy of the Olive Savings and Loans Cooperative (KSP) Palu Branch members.