The Role of Cooperative Members and Financial Transparency in Improving Service Quality at Sharia Cooperative X in Bekasi City

Abstract

This study examines the interplay between financial transparency, member participation, and service quality at Sharia Cooperative X in Bekasi City. Utilizing qualitative field analysis, the research investigates how administrative governance and member engagement influence institutional sustainability and competitiveness. The findings reveal that while Sharia Cooperative X successfully implements core sharia principles and welfare programs—such as member education and financing—it encounters structural barriers, including simplistic recording systems and delays in financial administration. These technical constraints hamper document accessibility and create information asymmetry, ultimately limiting transparency. However, effective communication and strong relational trust significantly enhance active member participation, driving economic empowerment. The study underscores that applying Good Corporate Governance (GCG) principles and modernizing financial administration through digital transformation are essential steps to streamline operational governance. Modernizing administrative systems improves the accuracy and timeliness of financial reporting, which directly strengthens member trust, loyalty, and service quality. In conclusion, financial transparency and active member participation serve as interlocking variables critical to superior service quality. By addressing administrative shortcomings and adopting GCG standards, Sharia Cooperative X can enhance member satisfaction, boost transaction volume, and secure sustainable profit growth within the sharia microfinance sector in Bekasi City