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Enhancing Cooperative Member Loyalty: The Nexus of Service Quality, Institutional Image, and Governance

Share: Jurnal Ekonomi dan Keuangan Islam · Vol. 14 No. 1 (2025) · pp. 1–23

DOI
10.22373/share.v14i1.22446
ISSN
2549-0648, 2089-6239
Published
2025-05-15
Publisher
Faculty of Islamic Economics and Business, Universitas Islam Negeri Ar-Raniry
Language
eng
License
creativecommons.org/licenses/by-sa/4.0

Abstract

Cooperatives play a crucial role in driving economic development in Indonesia. However, increasing competition from financial institutions has made member loyalty a key factor in ensuring cooperative sustainability. Baitul Qiradh Baburrayyan Cooperative, (KBQ Baburrayyan) a leading coffee-exporting cooperative in Aceh Tengah Regency, Indonesia, faces these challenges while striving to maintain strong member engagement. This study explores the strategies implemented by KBQ Baburrayyan to sustain member loyalty using a qualitative approach with descriptive analysis. The findings reveal that the cooperative enhances service quality through improved coordination and collaboration between management and members. Additionally, strong governance and member-oriented business practices empower members by addressing their economic needs. The cooperative also maintains a positive institutional image, fostering trust among members and stakeholders. This study highlights that service quality, governance, and institutional reputation are essential factors in sustaining long-term member loyalty in cooperatives.======================================================================================================== ABSTRAK - Meningkatkan Loyalitas Anggota Koperasi: Hubungan antara Kualitas Pelayanan, Citra Organisasi, dan Tatakelola. Koperasi memiliki peran penting dalam mendorong perkembangan ekonomi di Indonesia. Dalam menghadapi persaingan dengan lembaga keuangan lainnya, mempertahankan loyalitas anggota menjadi faktor kunci dalam menjaga keberlanjutan koperasi. Koperasi Baitul Qiradh (KBQ) Baburrayyan, sebagai koperasi eksportir kopi terkemuka di Kabupaten Aceh Tengah, juga menghadapi tantangan untuk mempertahankan loyalitas anggotanya. Penelitian ini mengeksplorasi strategi yang diterapkan KBQ Baburrayyan dalam mempertahankan loyalitas anggota dengan menggunakan pendekatan kualitatif dan analisis deskriptif. Hasil penelitian menemukan bahwa dalam mempertahankan loyalitas anggota, KBQ Baburrayyan melakukan beberapa strategi, yaitu menjaga kualitas pelayanan dengan meningkatkan koordinasi dan kerjasama yang baik antar pengurus dan anggota. Selain itu, koperasi juga menjalankan tata kelola dan bisnis yang berorientasi pada pemberdayaan anggota, sehingga anggota dapat memenuhi kebutuhan hidup mereka dengan baik. Koperasi juga berupaya menjaga citra sehingga senantiasa dipandang baik oleh anggota dan stakeholder lainnya. Hasil penelitian ini menunjukkan bahwa untuk menjaga loyalitas anggota, koperasi harus senantiasa menjaga kualitas pelayanan, tata kelola dan citra dengan baik.

Keywords

Collaboration network of the authors

40 authors · 70 co-authorship links · showing the 40 most connected

Hover or tap a name to highlight its co-authors. Double-click to open the author's page.

  • Institut Teknologi Sepuluh Nopember
  • Politeknik Negeri Ujung Pandang
  • Hasanuddin University
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Nurdin SeniaraAffiliation unknown2
Mahdalena NasrunAffiliation unknown1
Rhoni IsmunandarAffiliation unknown1
Mirza RahmatillahAffiliation unknown1
Safriadi SafriadiAffiliation unknown1
Faisal FauzanAffiliation unknown1
Rita PurnamasariAffiliation unknown1
Edi YuhermansyahAffiliation unknown1
Shintia AfrilliaAffiliation unknown1
Nurma SariInstitut Teknologi Sepuluh Nopember1
Parjah SalpinaAffiliation unknown1
Hendra HalimAffiliation unknown1
Junia FarmaAffiliation unknown1
Muhammad Rendhie SiregarAffiliation unknown1
Najla NajlaAffiliation unknown1
Khoirul AmriAffiliation unknown1
Nurhayati NurhayatiPoliteknik Negeri Ujung Pandang1
Hardi Syah HendraAffiliation unknown1
Muslina MuslinaAffiliation unknown1
Sufrizal SufrizalAffiliation unknown1
Muhammad RidwansyahAffiliation unknown1
Muhamad YusufAffiliation unknown1
Syarifah Sharah NatasyaAffiliation unknown1
Muhammad IqbalHasanuddin University1
Rizki YunandaAffiliation unknown1
Soraya devyAffiliation unknown1
Jen SuryaAffiliation unknown1
Muhammad Nur IkramAffiliation unknown1
Hajarul AkbarAffiliation unknown1
Khalidah MurniAffiliation unknown1
Muslem AbdullahAffiliation unknown1
Andi DarnaAffiliation unknown1
Zakiyul FahmiAffiliation unknown1
Farida AriantiAffiliation unknown1
Pauzi MAffiliation unknown1
Abdul MughitsAffiliation unknown1
Abdo Yousef Qaid SaadAffiliation unknown1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://jurnal.ar-raniry.ac.id/index.php/Share/oai, first harvested 6 Nov 2026, last seen 8 Nov 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en">Enhancing Cooperative Member Loyalty: The Nexus of Service Quality, Institutional Image, and Governance</dc:title>
	<dc:creator xml:lang="en">Nurdin, Ridwan</dc:creator>
	<dc:creator xml:lang="en">Umuri, Khairil</dc:creator>
	<dc:creator xml:lang="en">Riyaldi, Muhammad Haris</dc:creator>
	<dc:subject xml:lang="en">Member Loyalty</dc:subject>
	<dc:subject xml:lang="en">Service Quality</dc:subject>
	<dc:subject xml:lang="en">Governance and Cooperative Image</dc:subject>
	<dc:description xml:lang="en">Cooperatives play a crucial role in driving economic development in Indonesia. However, increasing competition from financial institutions has made member loyalty a key factor in ensuring cooperative sustainability. Baitul Qiradh Baburrayyan Cooperative, (KBQ Baburrayyan) a leading coffee-exporting cooperative in Aceh Tengah Regency, Indonesia, faces these challenges while striving to maintain strong member engagement. This study explores the strategies implemented by KBQ Baburrayyan to sustain member loyalty using a qualitative approach with descriptive analysis. The findings reveal that the cooperative enhances service quality through improved coordination and collaboration between management and members. Additionally, strong governance and member-oriented business practices empower members by addressing their economic needs. The cooperative also maintains a positive institutional image, fostering trust among members and stakeholders. This study highlights that service quality, governance, and institutional reputation are essential factors in sustaining long-term member loyalty in cooperatives.======================================================================================================== ABSTRAK - Meningkatkan Loyalitas Anggota Koperasi: Hubungan antara Kualitas Pelayanan, Citra Organisasi, dan Tatakelola. Koperasi memiliki peran penting dalam mendorong perkembangan ekonomi di Indonesia. Dalam menghadapi persaingan dengan lembaga keuangan lainnya, mempertahankan loyalitas anggota menjadi faktor kunci dalam menjaga keberlanjutan koperasi. Koperasi Baitul Qiradh (KBQ) Baburrayyan, sebagai koperasi eksportir kopi terkemuka di Kabupaten Aceh Tengah, juga menghadapi tantangan untuk mempertahankan loyalitas anggotanya. Penelitian ini mengeksplorasi strategi yang diterapkan KBQ Baburrayyan dalam mempertahankan loyalitas anggota dengan menggunakan pendekatan kualitatif dan analisis deskriptif. Hasil penelitian menemukan bahwa dalam mempertahankan loyalitas anggota, KBQ Baburrayyan melakukan beberapa strategi, yaitu menjaga kualitas pelayanan dengan meningkatkan koordinasi dan kerjasama yang baik antar pengurus dan anggota. Selain itu, koperasi juga menjalankan tata kelola dan bisnis yang berorientasi pada pemberdayaan anggota, sehingga anggota dapat memenuhi kebutuhan hidup mereka dengan baik. Koperasi juga berupaya menjaga citra sehingga senantiasa dipandang baik oleh anggota dan stakeholder lainnya. Hasil penelitian ini menunjukkan bahwa untuk menjaga loyalitas anggota, koperasi harus senantiasa menjaga kualitas pelayanan, tata kelola dan citra dengan baik. </dc:description>
	<dc:publisher xml:lang="en">Faculty of Islamic Economics and Business, Universitas Islam Negeri Ar-Raniry</dc:publisher>
	<dc:date>2025-05-15</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://jurnal.ar-raniry.ac.id/index.php/Share/article/view/22446</dc:identifier>
	<dc:identifier>10.22373/share.v14i1.22446</dc:identifier>
	<dc:source xml:lang="en">Share: Jurnal Ekonomi dan Keuangan Islam; Vol. 14 No. 1 (2025); 1-23</dc:source>
	<dc:source>2549-0648</dc:source>
	<dc:source>2089-6239</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://jurnal.ar-raniry.ac.id/index.php/Share/article/view/22446/10432</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2025 Ridwan Nurdin, Khairil Umuri, Muhammad Haris Riyaldi</dc:rights>
	<dc:rights xml:lang="en">http://creativecommons.org/licenses/by-sa/4.0</dc:rights>
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