Analisis Kepuasan Anggota Koperasi Serba Usaha Madani Kotabaru Dengan Metode IPA (Importance Performance Analysis)

Th e objectives of this study are (1) to determine member satisfaction of ‘Madani’ Business Multipurpose Cooperat ion, Kotabaru based on the level of need and level of performance in the dimension s of direct evidence ( t angible), reliability, r esponsiveness, a ssurance and empathy , (2) t o determine which attribute s belong to the main priority and maintained , or the excessive low priority, (3)  to determine the width of the gap or gap between the importance and the performance of services . This type of this research wa s descriptive quantitative. In this study the author compare d the level of need with the level of performance in produc ing satisfaction. Data were c ollect ed using questionnaires , and the samples of 121 cooperative member s were selected by accidental sampling. Data analysis us ed IPA (I m portance Performance Analysis) and gap analysis. The analysis result of the suitability level of the lowest attributes of the service quality wa s responsiveness (responsiveness) with the attribute of quick responsiveness in responding to complain ts / problems (87.71%) , and t he highest dimension was direct evidence ( tangible ) in the attributes of cleanliness and tidiness of office and employee s (101.10%). T he analysis of Importance Performance Analysis (IPA) show ed that the re were four more dominant attibutes in quadrant B (Preserve Achievement) at IPA Cartesian diagram , as follows : 1.     Completeness, preparedness and cleanliness of equipment s of ‘Madani’ Business Multipurpose Cooperat ion, Kotabaru (3) 2.     Knowledge and skills of tellers and customer service officers (9) 3.     Politeness and trustworthiness owned by the employees of  the office of ‘Madani‘ Business Multipurpose Cooperative, Kotabaru (10) 4.     Responsibility for the comfort of its members (12) The highest value gap  was in the dimension of responsiveness with the value of -0.55. Meanw hile ,  the lowest gap wa s the dimension of assurance with the value of -0.02. For the value gap (gap) , the highest gap wa s quick response attribute in facing complain ts /problem s (7) with the value of -0.55 , and the lowest gap wa s the attribute s of cleanliness and tidiness of the office and employee s (1) with the value of 0.05 , and the service wa s fast, accurate , friendly and ready to help (6) with the value of 0.0 5. Keywords: Cooperation member satisfaction, level of interest, level of performance