PENGARUH KUALITAS PELAYANAN DAN FASILITAS TERHADAP KEPUASAN NASABAH PADA  PT. PEGADAIAN KANWIL I MEDAN

Eunike  Oxana Federova Manik; Namira Ufrida  Rahmi

doi:10.37481/sjr.v6i4.739

Authors

Eunike Oxana Federova Manik Universitas Prima Indonesia
Namira Ufrida Rahmi

DOI:

https://doi.org/10.37481/sjr.v6i4.739

Keywords:

Service Quality, Facilities, Customer Satisfaction

Abstract

This study aims to determine the effect of service quality and facilities partially or simultaneously on customer satisfaction. Everyone definitely needs money to be able to survive and meet their needs. So that people feel confused about who they want to borrow from and fortunately with the availability of PT. Pegadaian Kanwil I Medan, it will make it easier for people to get loans, namely by guaranteeing their personal belongings as collateral for the loan. Customer satisfaction is the feeling felt by the customer, if the customer comes more than once to use pawnshop services, it means that the customer is happy and satisfied with the services and facilities available at PT. Pegadaian. The population in this study are all customers of PT. Pegadaian Kanwil 1 Medan, totaling 244,710. Based on the slovin formula, there are 72 slovin samples. This study used multiple linear regression analysis and data analysis tools to test the hypothesis with SPSS V 25. The results of testing the coefficient of determination in this study obtained an Adjusted R Square value of 0.723, which means that the influence of the independent variables on the dependent variable was 72.3%. The results showed that the variables of service quality and facilities had an effect on customer satisfaction either partially or simultaneously.

References

Al-Ghifari, M. I. (2022). Pengaruh Kualitas Produk, Kualitas Pelayanan, Harga Dan Biaya Terhadap Loyalitas Nasabah Di Bank Syariah Indonesia Kantor Cabang Denpasar Bali. Jurnal Tabarru': Islamic Banking and Finance, 5(2), 421-434.

Fatihudin, D., & Firmansyah, A. (2019). Pemasaran Jasa (strategi, mengukur kepuasan dan loyalitas pelanggan). Deepublish.

Hariaji, G. U., & Iriyanto, S. (2019). Pengaruh Kualitas Pelayanan, Lokasi, Dan Fasilitas Terhadap Kepuasan Konsumen (Studi Pada Warung Kopi Srintil Di Temanggung). Value Added: Majalah Ekonomi dan Bisnis, 15(2).

Irfan, A. M. (2019). Pengaruh Kualitas Pelayanan, Harga Dan Fasilitas Yang Diberikan Kenari Waterpark Bontang Terhadap Tingkat Kepuasan Pelanggan. Al-Infaq: Jurnal Ekonomi Islam, 9(2), 82-97.

Kurniawan, A. R. (2018). Dasar-Dasar Marketing: Segala Hal Tentang Marketing dan Sales. Anak Hebat Indonesia.

Kurniawan, D. D., & Soliha, E. (2022). Pengaruh Kualitas Pelayanan, Fasilitas Dan Lokasi Terhadap Kepuasan Pelanggan pada My Kopi O Semarang. YUME: Journal of Management, 5(1), 348-358.

Marjun, M. (2019). Pengaruh Di Mensi Dimensi Kualitas Layanan Terhadap Kepuasan Pasien Rawat Inap Bpjs Kesehatan Center Rumah Sakit Umum Daerah Anutapura. Jurnal Ekonomi Trend, 7(1), 12-26.

Marlina, A., & Bimo, W. A. (2018). Digitalisasasi Bank Terhadap Peningkatan Pelayanan Dan Kepuasan Nasabah Bank. Inovator, 7(1), 14-34.

Maskun, L., Soegoto, A. S., & Jorie, R. J. (2018). Pengaruh Experiential Marketing Dan Kualitas Jasa Terhadap Kepuasan Pelanggan Pada Steiner Salon Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 6(3).

Matantu, R. N., Tampi, D. L., & Mangindaan, J. V. (2020). Kualitas Pelayanan Terhadap Kepuasan Konsumen Hotel Gran Puri Manado. Productivity, 1(4), 355-360.

Mulyapradana, A., Anjarini, A. D., & Harnoto, H. (2020). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di PT. Tempo Cabang Tegal. Jesya (Jurnal Ekonomi dan Ekonomi Syariah), 3(1), 26-38.

Otanius, L., Odaligoziduhu, H., & Palindungan, L. (2022). Pengaruh Sistem Informasi Manajemen Terhadap Pelayanan Publik. Jurnal Akuntansi, Manajemen Dan Ekonomi (JAMANE), 1(1), 70-76.

Pujiastutik, A. (2021). Pengaruh Kualitas Pelayanan, Fasilitas Dan Kepercayaan Terhadap Kepuasan Keluarga Pasien Pada Rs. Dharmahusada Probolinggo. Yudishtira Journal: Indonesian Journal of Finance and Strategy Inside, 1(3), 238-245.

Sayoto, B., & Winarto, H. (2018). Pengaruh Disiplin Kerja Dan Fasilitas Kerja Terhadap Produktivitas Kerja Karyawan Mnctv Bagian Produksi. Jurnal Manajemen dan Bisnis Krisnadwipayana, 6(2), 1-14.

Sugiono, E., & Pratista, R. M. (2019). Pengaruh Kepemimpinan Transformasional, Motivasi dan Lingkungan Kerja Fisik terhadap Kinerja Karyawan PT Rafa Topaz Utama di Jakarta. Oikonomia: Jurnal Manajemen, 14(2).

Suharlina, S., & Ferils, M. (2022, April). Pengaruh kualitas pelayanan dan kepercayaan terhadap kepuasan nasabah. In FORUM EKONOMI (Vol. 24, No. 2, pp. 414-421).

Sumolang, H. J., Tampi, J. R., & Punuindoong, A. Y. (2021). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Amarise Cake Tondano. Productivity, 2(7), 571-575.