SATISFACTION ANALYSIS OF MEMBERS OF THE PALM OIL COOPERATIVE (KOPSA) USAHA MANUNGGAL SERESAM VILLAGE, SEBERIDA DISTRICT, INDRAGIRI HULU REGENCY RIAU PROVINCE

Abstract

This study aims to analyze the characteristics of members, administrators, employees and member satisfaction of the Palm Oil Cooperative (Kopsa) Usaha Manunggal, Seresam Village, Seberida District, Indragiri Hulu Regency, Riau Province. The study used a qualitative descriptive survey method, which was conducted at the Palm Oil Cooperative, Usaha Manunggal, Seresam Village, Seberida District, Indragiri Hulu Regency, Riau Province. Sampling was carried out using simple random sampling, namely against 41 KOPSA members. The analysis model used to analyze member satisfaction uses the Importance Performance Analysis (IPA) and Customer Statistics Index (CSI) models. The results showed that the average age of members was 52.07 years, the average age of administrators was 41 years and the average age of employees was 38 years. The average education of members was 9.36 years, administrators 12 years and employees 12.47 years. The gender of the members is dominated by men (80.49%) and the management consists of 3 people who are all men and employees consist of 19 men (59.38%) and 13 women (40.62%). The results of the Performance Analysis Index (IPA) identified several attributes with low priority that need to be improved, namely the appearance of the management, completeness of facilities, ease of access to information, timeliness of payment of sales results, honesty of the management, and social costs. However, the Customer Satisfaction Index (CSI) value reached 80.78%, indicating that members have a satisfactory level of satisfaction with the financial performance of the Usaha Manunggal Palm Oil Cooperative (KOPSA).