PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA PRODUK GADAI KCA PT PEGADAIAN (PERSERO) CABANG PALEMBANG

OKTRIANA, ATRI and Nofiawaty, Nofiawaty and Yunita, Dessy (2023) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA PRODUK GADAI KCA PT PEGADAIAN (PERSERO) CABANG PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

This study aims to analyze the effect of service quality on customer satisfaction in Products Pawn KCA of PT Pegadaian (Persero) Branch of Palembang. This study uses a quantitative method with a questionnaire as a research instrument. The data collection technique was carried out by distributing questionnaires to 100 customers pawn KCA Pawnshop branch Palembang. This study uses primary data obtained from questionnaires and the analysis technique used is multiple linear regression analysis technique. The results of this study indicate that from the results of the linear regression equation it can be interpreted that if Reliability, Responsiveness, Assurance, Empathy and Tangibility increase, then customer satisfaction will increase and vice versa. And the results of the F test show that Reliability, Responsiveness, Assurance, Empathy and exists have a significant influence on customer satisfaction who pawn KCA at Pawnshops branch Palembang. The results of the t test show that the Reliability variable has no significant effect on customer satisfaction who perform pawn KCA in branch Palembang.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Kualitas pelayanan, Kepuasan nasabah
Subjects:	L Education > LB Theory and practice of education > LB2341-2341.95 Supervision and administration. Business management
Divisions:	01-Faculty of Economics > 61201-Management (S1)
Depositing User:	Atri Oktriana
Date Deposited:	12 Jul 2023 08:10
Last Modified:	12 Jul 2023 08:10
URI:	http://repository.unsri.ac.id/id/eprint/116237

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