Pengaruh Layanan Digital, Kualitas Proses Bisnis, dan Kepercayaan Organisasi terhadap Kepuasan Anggota di Koperasi Ecco Indonesia

Abstract

This study aims to analyze the influence of digital services, business process quality, and organizational trust on member satisfaction at Koperasi Ecco Indonesia. The research employed a quantitative approach using Structural Equation Modeling–Partial Least Squares (SEM-PLS) through SmartPLS 3  involving 376 cooperative members as respondents. The sampling technique used was non-probability sampling with a convenience sampling method. The results indicate that digital services, business process quality, and organizational trust have a positive and significant effect on member satisfaction. Business process quality emerged as the most dominant variable compared to the others. These findings demonstrate that cooperative management supported by reliable digital services, professional operational systems, and strong organizational trust can effectively enhance member satisfaction. Overall, the research model shows good predictive capability in explaining cooperative member satisfaction.