Penguatan loyalitas anggota melalui komitmen relasional pada koperasi syariah

Bilah Samping Artikel

PDF
Diterbitkan: May 18, 2026
DOI: https://doi.org/10.28932/jmm.v25i2.14405
Kata Kunci:
member engagement, member loyalty, product knowledge, relational commitment, service quality keterlibatan anggota, komitmen relasional, kualitas layanan, loyalitas anggota, pengetahuan produk

Isi Artikel Utama

Siti Umaroh
Program Magister Manajemen Universitas Islam Nahdlatul Ulama Jepara
Ali Ali
Program Magister Manajemen Universitas Islam Nahdlatul Ulama Jepara
Hadi Ismanto
Program Magister Manajemen Universitas Islam Nahdlatul Ulama Jepara

Abstrak

Loyalitas anggota merupakan faktor penting bagi keberlanjutan koperasi syariah di tengah meningkatnya persaingan lembaga keuangan. Studi ini bertujuan mengkaji peran komitmen relasional sebagai variabel mediasi dalam hubungan antara kualitas layanan, pengetahuan produk, dan keterlibatan anggota terhadap loyalitas anggota. Studi ini menggunakan pendekatan kuantitatif melalui metode survei yang melibatkan 285 orang responden anggota koperasi. Analisis data dilakukan dengan pendekatan partial least squares-structural equation modeling (PLS-SEM). Hasil studi menemukan bahwa pengetahuan produk dan keterlibatan anggota berpengaruh positif dan signifikan terhadap komitmen relasional, sedangkan kualitas layanan tidak menunjukkan pengaruh yang signifikan. Komitmen relasional juga terbukti memiliki pengaruh positif terhadap loyalitas anggota. Selain itu, komitmen relasional berperan sebagai mediator parsial dalam hubungan kausal antara pengetahuan produk dan keterlibatan anggota dengan loyalitas anggota, namun tidak memediasi hubungan kausal antara kualitas layanan dan loyalitas anggota. Temuan ini menegaskan pentingnya penguatan komitmen relasional melalui peningkatan kualitas layanan, pengetahuan produk, serta keterlibatan anggota secara aktif guna membangun loyalitas jangka panjang. Studi ini memiliki kontribusi teoretis pada kajian pemasaran relasi dan implikasi praktis bagi pengelolaan koperasi syariah.

Unduhan

Data unduhan belum tersedia.

Rincian Artikel

Cara Mengutip
Umaroh, S., Ali, A., & Ismanto, H. (2026). Penguatan loyalitas anggota melalui komitmen relasional pada koperasi syariah. Jurnal Manajemen Maranatha, 25(2), 173–186. https://doi.org/10.28932/jmm.v25i2.14405
Terbitan
Vol 25 No 2 (2026): Jurnal Manajemen Maranatha
Bagian
Articles
Creative Commons License

Artikel ini berlisensi Creative Commons Attribution-NonCommercial 4.0 International License.

Referensi

Abid, M. F., Siddique, J., Gulzar, A., Shamim, A., Dar, I. B., & Zafar, A. (2023). Integrating the commitment-trust theory to gauge customers loyalty in riding services. Journal of Promotion Management, 29(3), 305-337. https://doi.org/10.1080/10496491.2022.2143987

Abror, A., Patrisia, D., Engriani, Y., Evanita, S., Yasri, Y., & Dastgir, S. (2020). Service quality, religiosity, customer satisfaction, and customer loyalty in Islamic banking. Journal of Islamic Marketing, 11(6), 1691-1705. https://doi.org/10.1108/JIMA-03-2019-0044

Amarulloh, R. R., & Irvani, A. I. (2025). Metode penelitian kuantitatif dalam pendidikan: Sebuah panduan praktis. Sigufi Artha Nusantara

Anisimova, T., Sabirova, F., & Shatunova, O. (2022). Quality of training staff for the digital economy of Russia within the framework of steam education: Problems and solutions in the context of distance learning. Education, 12(02), 87-97. https://doi.org/10.3390/educsci12020087

Anugraheni, T. D., Izzah, L., & Hadi, M. S. (2023). Increasing the students’ speaking ability through role-playing with Slovin’s formula sample size. Jurnal Studi Guru dan Pembelajaran, 6(3), 262-272. https://doi.org/10.30605/jsgp.6.3.2023.2825

Arianto, N., & Nirwana, Y. K. (2021). Kualitas pelayanan terhadap loyalitas nasabah dengan kepuasan nasabah simpanan sebagai variabel intervening. Jurnal Manajemen dan Bisnis Equilibrium, 7(2), 179-192. https://doi.org/10.47329/jurnal_mbe.v7i2.658

Atatsi, E. A., Azila-Gbettor, E. M., Akuma-Zanu, H., & Mensah, C. (2023). Financial management practices and life satisfaction: Mediating effect of financial satisfaction. Cogent Education, 10(2), 1-16. https://doi.org/10.1080/2331186X.2023.2251746

Brucks, M. (1985). The effects of product class knowledge on information search behavior. Journal of Consumer Research, 12(1), 1-16. https://doi.org/10.1086/209031

Chang, C. -W., Huang, H. -C., Wang, S. -J., & Lee, H. (2021). Relational bonds, customer engagement, and service quality. The Service Industries Journal, 41(5-6), 330-354. https://doi.org/10.1080/02642069.2019.1611784

Chen, C. -F., White, C., & Ting, W. -H. (2024). Consumer engagement and place identity in online travel forums. Tourism Recreation Research, 49(6), 1273-1283. https://doi.org/10.1080/02508281.2022.2143623

Chyung, S. Y., Roberts, K., Swanson, I., & Hankinson, A. (2017). Evidence-based survey design: The use of a midpoint on the Likert scale. Performance Improvement, 56(10), 15-23. https://doi.org/10.1002/pfi.21727

Dam, T. C., & Dam, T. T. (2021). Relationships between service quality, brand image, customer satisfaction, and customer loyalty. Journal of Asian Finance, Economics and Business, 8(3), 585-593. https://doi.org/10.13106/jafeb.2021.vol8.no3.0585

Dessart, L., Veloutsou, C., & Morgan-Thomas, A. (2015). Consumer engagement in online brand communities: A social media perspective. Journal of Product & Brand Management, 24(1), 28-42. https://doi.org/10.1108/JPBM-06-2014-0635

Dewi, S. Y., Ismal, R., & Tanjung, H. (2024). Measuring the trust of corporate waqifs to donate cash waqf to the Indonesian waqf board. International Journal of Economics (IJEC), 3(1), 366-379. https://doi.org/10.55299/ijec.v3i1.791

Fandira, T., Baidlowi, I., & Dwihandoko, T. H. (2023). Pengaruh nilai pelanggan, kualitas pelayanan, dan kedekatan emosional terhadap loyalitas pelanggan (Studi kasus pada koperasi simpan pinjam Pratama Surya Makmur). Indo-Fintech Intellectuals: Journal of Economics and Business, 3(2), 244-255. https://doi.org/10.54373/ifijeb.v3i2.177

Fristyana, A. P., Irawan, B., & Farid, M. (2025). The mediating role of trust and commitment in the relationship between service quality and member loyalty in women’s cooperatives in Jember Regency. Harmony Management: International Journal of Management Science and Business, 2(2), 140-144. https://doi.org/10.70062/harmonymanagement.v2i2.241

Grönroos, C. (2017). Relationship marketing and service: An update. Journal of Global Scholars of Marketing Science, 27(3), 201-208. https://doi.org/10.1080/21639159.2017.1318666

Haftor, D. M., Climent, C. R., & Lundström, J. E. (2021). How machine learning activates data network effects in business models: Theory advancement through an industrial case of promoting ecological sustainability. Journal of Business Research, 131, 196-205. https://doi.org/10.1016/j.jbusres.2021.04.015

Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2-24. https://doi.org/10.1108/EBR-11-2018-0203

Hapsari, Y., Suhud, U., & Mukhtar, S. (2021). Influence of service quality, innovation, price, promotion on customer satisfaction and customer loyalty. Accounting & Finance/Oblik i Finansi, 3(93), 125-137. https://doi.org/10.33146/2307-9878-2021-3(93)-125-134

Hollebeek, L. D., Sharma, T. G., Pandey, R., Sanyal, P., & Clark, M. K. (2022). Fifteen years of customer engagement research: A bibliometric and network analysis. Journal of Product & Brand Management, 31(2), 293-309. https://doi.org/10.1108/JPBM-01-2021-3301

Islam, J. U., & Rahman, Z. (2017). The impact of online brand community characteristics on customer engagement: An application of stimulus-organism-response paradigm. Journal of Services Marketing, 34(4), 96-109. https://doi.org/10.1016/j.tele.2017.01.004

Kim, A., Kim, Y., & Cho, Y. (2023). The consequences of collaborative overload: A long-term investigation of helping behavior. Journal of Business Research, 154. https://doi.org/10.1016/j.jbusres.2022.113348

Kumar, T. N., Kumar, R. K., Sarraf, S., Kumar, P., & Rana, N. P. (2021). Impact assessment of social media usage in B2B marketing: A review of the literature and a way forward. Journal of Business Research, 131, 121-139. https://doi.org/10.1016/j.jbusres.2021.03.028

Molinillo, S., Anaya-Sánchez, R., & Liébana-Cabanillas, F. (2020). Analyzing the effect of social support and community factors on customer engagement and its impact on loyalty behaviors toward social commerce websites. Computers in Human Behavior, 108. https://doi.org/10.1016/j.chb.2019.04.004

Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20-38. https://doi.org/10.1177/002224299405800302

Nguyen, H. B. N., Hong, J. -C., Chen, M. -L., Ye, J. -N., & Tsai, C. -R. (2023). Relationship between students’ hands-on making self-efficacy, perceived value, cooperative attitude and competition preparedness in joining an iSTEAM contest. Research in Science & Technological Education, 41(1), 251-270. https://doi.org/10.1080/02635143.2021.1895100

Nora, L. (2019). Trust, commitment, and customer knowledge: Clarifying relational commitments and linking them to repurchasing intentions. Management Decision, 57(11), 3134-3158. https://doi.org/10.1108/MD-10-2017-0923

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1990). SERVQUAL: Une échelle multi-items de mesure des perceptions de la qualité de service par les consommateurs. Recherche et Applications En Marketing (French Edition), 5(1), 19-42. https://doi.org/10.1177/076737019000500102

Paulose, D., & Shakeel, A. (2022). Perceived experience, perceived value and customer satisfaction as antecedents to loyalty among hotel guests. Journal of Quality Assurance in Hospitality & Tourism, 23(2), 447-481. https://doi.org/10.1080/1528008X.2021.1884930

Peter, J. P., & Olson, J. C. (2010). Consumer behavior and marketing strategy (9th ed.). McGraw-Hill