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Abstract

Credit Union, in Indonesia, has well developed and plays an important role in supporting economic empowerment of its members. In 2008, there were 33 Regional Coordinating Body of Credit Cooperation (BK3D) and one Central Office of Credit Cooperation (PUSKOPDIT). One out of 33 BK3Ds is Kalimantan Coordinating Body of Credit Union (BKCUK). Based on its members, assets, and financial performance, BKCUK was regarded as the best coordinating body in Indonesia. In the Asian Credit Union Forum, which was held in 2007, 15 Primary Credit Unions (PCU) in Indonesia have been selected to be included into Asian Access Branding evaluation. Ten of which were PCUs within BKCUK. Based on rate of growth and development of these PCUs, a number of key variables have been identified to have significant contribution to the management of PCUs. These include strategic management, leadership, financial performance, and product/service quality. In line with that findings, this study was carried out with the following objective: to analyze the impact of these variables on satisfaction of PCU members.

Ten PCUs within Kalimantan BKCU (i.e., 8 in Western Kalimantan and 2 in Central Kalimantan) were used as objects of ths study. No less than 386 respondents which consist of managers, adminitrative staff, activists, and members of the selected PCUs were randomly selected and used as sources of primary data. Data which include the abovementioned key variables were collected from respondents using questionnaires. Path analysis was used to estimate the magnitude of direct and/or indirect causal relationships between exogenous variables and endogenous variables. AMOS Version 16 was used to performe the analysis.

Results of the study show that: (i) leadership of managers was directly affected by both strategic plan and financial performance; (ii) quality of product/service was directly affected by strategic plan, and was indirectly affected by financial performance through managers’ leadership; and (iii) satisfaction of PCUs members was directly affected by either leadership of managers or quality of product/service, and was indirectly affected by financial performance and strategic plan through leadership of manager.

Key words:  Satisfaction of  members; quality of product; leadership of  manager; 

                    financial  performance; strategic plan; Credit Unit