Model of Improving Member Satisfaction Through Optimization of Services of The Management of The Island Prosperous Bananing Producers Cooperative and Participation of Plasma Oil Palm Members

Anang Hadri

Abstract


This study aims to describe, analyze, and provide empirical evidence regarding the Model for Increasing Member Satisfaction Through Optimization of Cooperative Management Services at Pulau Bananing Sejahtera Producer Cooperative and Palm Oil Plasma Member Participation. This study examines the effect of Cooperative Management Services on Member Satisfaction, the effect of Management Services on Member Participation, the effect of Member Participation on Member Satisfaction, and the mediating role of Member Participation in the relationship between Management Services and Member Satisfaction. The analytical method used is Partial Least Squares – Structural Equation Modeling (PLS-SEM) using SmartPLS version 3.0 application. The sample consisted of 109 respondents selected from a population of 150 active members of Pulau Bananing Sejahtera Producer Cooperative using the Slovin formula. The results show that: (1) Management Services has a positive and significant effect on Member Satisfaction (β = 0.671; t = 11.523; p < 0.05), H1 accepted; (2) Management Services has a positive and significant effect on Member Participation (β = 0.493; t = 5,312; p < 0.05), H2 accepted; (3) Member Participation has a positive and significant effect on Member Satisfaction (β = 0.182; t = 2.047; p = 0.041), H3 accepted; and (4) Member Participation is proven to partially mediate the relationship between Management Services and Member Satisfaction (indirect effect = 0.090; t = 2.031; p = 0.043), H4 accepted. The R² value of Member Satisfaction at 0.681 indicates strong model predictive power. The overall model is declared fit with SRMR = 0.062 and GoF = 0.662.


Keywords


Cooperative Management Services; Member Satisfaction; Members Dad Participation; PLS-SEM; Smartpls.

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DOI: https://dx.doi.org/10.30659/jrbi.v23i2.52857

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