Pengaruh Service Failure Dan Service Recovery Terhadap Keinginan Untuk Pindah Anggota Dengan Kepuasan Sebagai Variabel Mediasi Pada Koperasi Simpan Pinjam Dan Pembiayaan Syariah (KSPPS) Mentari Umat Wangon Kabupaten Banyumas

Lute Wahyu, Nurlita (2023) Pengaruh Service Failure Dan Service Recovery Terhadap Keinginan Untuk Pindah Anggota Dengan Kepuasan Sebagai Variabel Mediasi Pada Koperasi Simpan Pinjam Dan Pembiayaan Syariah (KSPPS) Mentari Umat Wangon Kabupaten Banyumas. Masters thesis, UIN Prof. K.H. Saifuddin Zuhri.

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Text Lute Wahyu Nurlita_191761002_Analisis Pengaruh Service Failure dan Service Recovery Terhadap Keinginan Pindah Anggota Melalui Kepuasan Sebagai Variabel Mediasi Pada KSPPS Mentari Umat Wangon.pdf Download (1MB) | Preview

Abstract

This research aims to determine the influence of service failure and service recovery on the intention to switch among members of KSPPS Mentari Umat Wangon, with member satisfaction as a mediating variable. The hypotheses proposed in this study are as follows: service failure has a positive effect on member satisfaction, service recovery has a positive effect on member satisfaction, service failure has a positive effect on the intention to switch among members, service recovery has a positive effect on the intention to switch among members, and member satisfaction has a positive effect on the intention to switch among members. The analysis used is Structural Equation Modeling. Based on the results of the analysis conducted, the conclusions in this study are as follows: service failure has a positive effect on member satisfaction, service recovery has a positive effect on member satisfaction, service failure has a positive effect on the intention to switch among members, service recovery has a positive effect on the intention to switch among members, and member satisfaction influences the intention to switch among members. Member satisfaction is able to mediate the influence of service failure on the intention to switch among members, and member satisfaction is able to mediate the influence of service recovery on the intention to switch among members. The implications of this study are that members consider the service when using financial institutions. Therefore, evaluations of member satisfaction need to be conducted and scheduled to assess the services offered because members' intentions always change with changes in the banking/financial service industry. Considering that service failure plays an important role in shaping member satisfaction, management needs to improve the quality of service failure indicators.

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