{"id":"https://openalex.org/W2487091188","doi":"https://doi.org/10.1016/j.sbspro.2016.05.391","title":"How Far Members\u2019 Satisfaction Mediated Members\u2019 Loyalty? Investigating Credit Cooperative in Sarawak Borneo","display_name":"How Far Members\u2019 Satisfaction Mediated Members\u2019 Loyalty? Investigating Credit Cooperative in Sarawak Borneo","publication_year":2016,"publication_date":"2016-06-01","ids":{"openalex":"https://openalex.org/W2487091188","doi":"https://doi.org/10.1016/j.sbspro.2016.05.391","mag":"2487091188"},"language":"en","primary_location":{"id":"doi:10.1016/j.sbspro.2016.05.391","doi":"https://doi.org/10.1016/j.sbspro.2016.05.391","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.sbspro.2016.05.391","pdf_url":"https://www.sciencedirect.com/science/article/pii/S1877042816304724/pdf","source":{"id":"https://openalex.org/S104917558","display_name":"Procedia - Social and Behavioral Sciences","issn_l":"1877-0428","issn":["1877-0428"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","jufo-1"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Procedia - Social and Behavioral Sciences","raw_type":"journal-article"},"volume":null,"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://www.sciencedirect.com/science/article/pii/S1877042816304724/pdf","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5063874266","display_name":"Yusman Yacob","orcid":"https://orcid.org/0000-0003-2211-487X","observed_orcids":["https://orcid.org/0000-0003-2211-487X"]},"institutions":[{"id":"https://openalex.org/I4405277334","display_name":"Institut Koperasi Malaysia","ror":"https://ror.org/02awzsm71","country_code":"MY","type":"education","lineage":["https://openalex.org/I4405277334"]}],"countries":["MY"],"is_corresponding":true,"raw_author_name":"Yusman Yacob","raw_affiliation_strings":["Maktab Koperasi Malaysia (MKM), Bangunan Rugayah Jalan Song Thian Cheok, Kuching 93100, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Maktab Koperasi Malaysia (MKM), Bangunan Rugayah Jalan Song Thian Cheok, Kuching 93100, Malaysia","institution_ids":["https://openalex.org/I4405277334"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5076021956","display_name":"Jati Kasuma Ali","orcid":"https://orcid.org/0000-0002-4041-5468","observed_orcids":["https://orcid.org/0000-0002-4041-5468"]},"institutions":[{"id":"https://openalex.org/I4210138650","display_name":"Universiti Teknologi MARA System","ror":"https://ror.org/030847t23","country_code":"MY","type":"education","lineage":["https://openalex.org/I4210138650","https://openalex.org/I82724352"]},{"id":"https://openalex.org/I82724352","display_name":"Universiti Teknologi MARA","ror":"https://ror.org/05n8tts92","country_code":"MY","type":"education","lineage":["https://openalex.org/I82724352"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Jati Kasuma Ali","raw_affiliation_strings":["Universiti Teknologi MARA (UiTM), Kampus Kota Samarahan Jalan Meranek, Kota Samarahan 94300, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universiti Teknologi MARA (UiTM), Kampus Kota Samarahan Jalan Meranek, Kota Samarahan 94300, Malaysia","institution_ids":["https://openalex.org/I4210138650","https://openalex.org/I82724352"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5039827655","display_name":"Christopher John Baptist","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4405277334","display_name":"Institut Koperasi Malaysia","ror":"https://ror.org/02awzsm71","country_code":"MY","type":"education","lineage":["https://openalex.org/I4405277334"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Christopher John Baptist","raw_affiliation_strings":["Maktab Koperasi Malaysia (MKM), Bangunan Rugayah Jalan Song Thian Cheok, Kuching 93100, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Maktab Koperasi Malaysia (MKM), Bangunan Rugayah Jalan Song Thian Cheok, Kuching 93100, Malaysia","institution_ids":["https://openalex.org/I4405277334"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5012389418","display_name":"Hamizah Mohd Nadzir","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4405277334","display_name":"Institut Koperasi Malaysia","ror":"https://ror.org/02awzsm71","country_code":"MY","type":"education","lineage":["https://openalex.org/I4405277334"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Hamizah Mohd Nadzir","raw_affiliation_strings":["Maktab Koperasi Malaysia (MKM), Bangunan Rugayah Jalan Song Thian Cheok, Kuching 93100, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Maktab Koperasi Malaysia (MKM), Bangunan Rugayah Jalan Song Thian Cheok, Kuching 93100, Malaysia","institution_ids":["https://openalex.org/I4405277334"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5050862630","display_name":"Mohd Haswardi Morshidi","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4405277334","display_name":"Institut Koperasi Malaysia","ror":"https://ror.org/02awzsm71","country_code":"MY","type":"education","lineage":["https://openalex.org/I4405277334"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Mohd Haswardi Morshidi","raw_affiliation_strings":["Maktab Koperasi Malaysia (MKM), Bangunan Rugayah Jalan Song Thian Cheok, Kuching 93100, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Maktab Koperasi Malaysia (MKM), Bangunan Rugayah Jalan Song Thian Cheok, Kuching 93100, Malaysia","institution_ids":["https://openalex.org/I4405277334"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5063874266"],"corresponding_institution_ids":["https://openalex.org/I4405277334"],"apc_list":null,"apc_paid":null,"fwci":6.5464,"has_fulltext":true,"cited_by_count":23,"citation_normalized_percentile":{"value":0.95853937,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"224","issue":null,"first_page":"376","last_page":"383"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12121","display_name":"Cooperative Studies and Economics","score":0.0005000000237487257,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/credit-cooperatives","display_name":"credit cooperatives","score":0.824999988079071},{"id":"https://openalex.org/keywords/member-satisfaction","display_name":"member satisfaction","score":0.9139999747276306},{"id":"https://openalex.org/keywords/member-loyalty","display_name":"member loyalty","score":0.9819999933242798},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9940000176429749},{"id":"https://openalex.org/keywords/mediating-effect","display_name":"mediating effect","score":0.6859999895095825},{"id":"https://openalex.org/keywords/cooperative-members","display_name":"cooperative members","score":0.5590000152587891},{"id":"https://openalex.org/keywords/sarawak","display_name":"Sarawak","score":0.9629999995231628}],"concepts":[{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.7406575083732605},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6457757353782654},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6370217204093933},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6204203963279724},{"id":"https://openalex.org/C179420905","wikidata":"https://www.wikidata.org/wiki/Q223871","display_name":"Mediation","level":2,"score":0.587562084197998},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.5833957195281982},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5604340434074402},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5135841369628906},{"id":"https://openalex.org/C2778137410","wikidata":"https://www.wikidata.org/wiki/Q2732820","display_name":"Government (linguistics)","level":2,"score":0.46333280205726624},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.46085232496261597},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.1137075424194336},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1016/j.sbspro.2016.05.391","doi":"https://doi.org/10.1016/j.sbspro.2016.05.391","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.sbspro.2016.05.391","pdf_url":"https://www.sciencedirect.com/science/article/pii/S1877042816304724/pdf","source":{"id":"https://openalex.org/S104917558","display_name":"Procedia - Social and Behavioral Sciences","issn_l":"1877-0428","issn":["1877-0428"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","jufo-1"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Procedia - Social and Behavioral Sciences","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.1016/j.sbspro.2016.05.391","doi":"https://doi.org/10.1016/j.sbspro.2016.05.391","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.sbspro.2016.05.391","pdf_url":"https://www.sciencedirect.com/science/article/pii/S1877042816304724/pdf","source":{"id":"https://openalex.org/S104917558","display_name":"Procedia - Social and Behavioral Sciences","issn_l":"1877-0428","issn":["1877-0428"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","jufo-1"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Procedia - Social and Behavioral Sciences","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2487091188.pdf","grobid_xml":"https://content.openalex.org/works/W2487091188.grobid-xml"},"referenced_works_count":51,"referenced_works":["https://openalex.org/W79937781","https://openalex.org/W124243540","https://openalex.org/W612102233","https://openalex.org/W1502783911","https://openalex.org/W1538895096","https://openalex.org/W1571497374","https://openalex.org/W1581842463","https://openalex.org/W1588174537","https://openalex.org/W1608238977","https://openalex.org/W1689771227","https://openalex.org/W1736209534","https://openalex.org/W1822965481","https://openalex.org/W1957555229","https://openalex.org/W1970491862","https://openalex.org/W1971440513","https://openalex.org/W1971472674","https://openalex.org/W1976543439","https://openalex.org/W2000407522","https://openalex.org/W2001916972","https://openalex.org/W2003676308","https://openalex.org/W2006153161","https://openalex.org/W2006603241","https://openalex.org/W2025338416","https://openalex.org/W2025926893","https://openalex.org/W2026368098","https://openalex.org/W2031538073","https://openalex.org/W2033332215","https://openalex.org/W2039506332","https://openalex.org/W2060482351","https://openalex.org/W2061118667","https://openalex.org/W2065974524","https://openalex.org/W2071116515","https://openalex.org/W2073725414","https://openalex.org/W2080964048","https://openalex.org/W2085596420","https://openalex.org/W2099358844","https://openalex.org/W2102467277","https://openalex.org/W2153906047","https://openalex.org/W2281953800","https://openalex.org/W2310538607","https://openalex.org/W2332979843","https://openalex.org/W2740807319","https://openalex.org/W2973112306","https://openalex.org/W2992906311","https://openalex.org/W3035994932","https://openalex.org/W4238444027","https://openalex.org/W4285719527","https://openalex.org/W6632268419","https://openalex.org/W6640903436","https://openalex.org/W6741794928","https://openalex.org/W6773501224"],"related_works":["https://openalex.org/W3087012416","https://openalex.org/W4407122433","https://openalex.org/W7143340301","https://openalex.org/W2991926155","https://openalex.org/W4309263361","https://openalex.org/W2944414983","https://openalex.org/W2604966953","https://openalex.org/W3013894880","https://openalex.org/W3083567630","https://openalex.org/W2275409549"],"abstract_inverted_index":{"Service":[0,54],"quality":[1,55,84,131,168],"is":[2,17,43,56,139,161],"a":[3,20,44,127,140,155,162],"global":[4],"judgment":[5],"or":[6],"attitude":[7],"relating":[8],"to":[9,19,29,66,106,118,165],"the":[10,13,31,57,80,97,121,166,211],"superiority":[11],"of":[12,34,60,202,216],"service,":[14],"whereas":[15],"satisfaction":[16,24,50,87,123,147,152,172,213],"related":[18],"specific":[21],"transaction.":[22],"Customer":[23],"has":[25,183,193],"frequently":[26],"been":[27,185],"suggested":[28],"be":[30],"leading":[32],"determinant":[33],"loyalty.":[35,133,149],"In":[36],"fact,":[37],"various":[38],"scholars":[39],"proved":[40],"that":[41,103,137,182,208],"there":[42,138,160],"significant":[45],"positive":[46,141],"relationship":[47,81,142],"between":[48,82,129,143],"customer":[49,52],"and":[51,88,132,148,200,214],"loyalty/retention.":[53],"main":[58],"thrust":[59],"success":[61],"in":[62,69,73,90,111,188,218],"business":[63],"environment":[64],"as":[65,126,154],"remain":[67],"competitive":[68],"all":[70],"businesses":[71],"even":[72],"cooperative":[74,109],"business.":[75],"Thus,":[76],"this":[77,189],"study":[78,98,192],"examines":[79],"service":[83,130,144,167],"dimension,":[85],"members\u2019":[86,122,146,151,171],"loyalty":[89,215],"credit":[91,108,219],"cooperative.":[92],"The":[93,134],"empirical":[94],"basis":[95],"for":[96,196,204],"stems":[99],"from":[100],"self-administered":[101],"questionnaires":[102],"are":[104],"distributed":[105],"367":[107],"members":[110,217],"Sarawak.":[112],"A":[113],"mediation":[114,157],"test":[115],"was":[116,176],"conducted":[117],"assess":[119],"whether":[120],"variable":[124],"acts":[125],"mediator":[128],"findings":[135],"indicate":[136],"quality,":[145],"Cooperative":[150],"acted":[153],"partial":[156],"which":[158],"means":[159],"partially":[163],"effect":[164],"mediated":[169,178],"by":[170,179],"while":[173],"another":[174],"part":[175],"directly":[177],"other":[180],"variables":[181],"not":[184],"thoroughly":[186],"investigated":[187],"study.":[190],"This":[191],"important":[194],"implications":[195],"policy":[197],"makers,":[198],"government":[199],"stakeholders":[201],"cooperatives":[203],"devising":[205],"appropriate":[206],"interventions":[207],"could":[209],"enhance":[210],"commitment,":[212],"cooperatives.":[220]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":5},{"year":2022,"cited_by_count":6},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":4},{"year":2019,"cited_by_count":2},{"year":2018,"cited_by_count":1},{"year":2016,"cited_by_count":1}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2016-08-23T00:00:00"}