PARTISIPASI ANGGOTA MEMODERASI PENGARUH KINERJA DAN PELAYANAN TERHADAP KEPUASAN ANGGOTA SERTA IMPLIKASINYA PADA SISA HASIL USAHA

  • Labib Nur Rafi
  • Nur Fadjrih Asyik

Abstract

This research aimed to examine the effect of management performance and service quality on the members'
satisfaction also its presence in the remaining operating results with the participation of members as a moderating
variable in KPRI Bahtera Kencana Kota Surabaya. The research was quantitative. The data source of this research
used primary data with the questionnaire. Furthermore, the research population used the members of KPRI
Bahtera Kencana city of Surabaya with 60 people as samples taken by simple random sampling technique namely.
Moreover, the research analysis used the Partial Least Square-Structural Equation Modeling Technique (PLS-
SEM) with software SmartPLS. The research result concluded that: management performance had a significant
effect on the members satisfaction, service quality had a significant effect on the members satisfaction, management
performance did not affect the residual income, service quality had a significant effect on the residual income,
members satisfaction had a significant effect on the residual income, members participation was able to moderate
the effect of members satisfaction on the residual income. On the other hand, the management performance and
service quality had increased the members satisfaction and the residual income, the members satisfaction was able
to increase the residual income which moderated with members participation.

Published
2022-05-12