Eksplorasi Kinerja Pegawai dalam Menghadapi Peningkatan Jumlah Anggota pada Kopdit Sangosay Cabang Borong

Konstantinus Su (31122038), entitled “Exploration of Employee Performance in Facing the Increase in the Number of Members at Kopdit Sangosay Borong Branch”, under the supervision of Dr. Marius Masri, SE., M.Si as the first supervisor and Agnes Susanti Indrawati, SE., ME as the second supervisor. This study aims to analyze and explore employee performance in facing the increase in the number of members at Kopdit Sangosay Borong Branch. Specifically, this study aims to examine the readiness of employees in responding to the increase in the number of members, to identify and analyze the constraints faced by employees in providing optimal services amid the growing membership, and to analyze employees’ perceptions of the impact of membership growth on service quality, member satisfaction, and member loyalty. In addition, this study analyzes the effect of service quality, service satisfaction, and member loyalty on the increase in the number of members at Kopdit Sangosay Borong Branch. This research employs a mixed-methods approach, combining an exploratory qualitative approach with quantitative analysis. Data were collected through observation, in-depth interviews, questionnaires, and documentation. Quantitative analysis was conducted using the Partial Least Squares (PLS) method to examine the effects of service quality, service satisfaction, and member loyalty on the increase in cooperative membership. The results show that employees of Kopdit Sangosay Borong Branch demonstrate a fairly good level of readiness in facing the increase in the number of members. However, they still encounter several constraints, including a limited number of employees, high workload, and inadequate service support systems and facilities. The statistical test results indicate that service quality and service satisfaction do not have a significant effect on the increase in the number of members, whereas member loyalty has a positive and significant effect on the increase in cooperative membership. These findings indicate that member loyalty is the main factor driving the growth in cooperative membership. This study concludes that the increase in the number of members must be accompanied by strengthening employee performance through additional human resources, continuous training, and improvements in service systems. The findings of this study are expected to serve as evaluation material and input for cooperative management and stakeholders in efforts to enhance service performance and ensure the sustainability of the cooperative.