PENGARUH KUALITAS PELAYANAN DAN FASILITAS TERHADAP KEPUASAN PELANGGAN PT PEGADAIAN (PERSERO) CABANG BATAM
Keywords:
Service Quality; Facilities;Customer Satisfaction.Abstract
In financial service institutions there are two, namely banks and no banks, non-bank institutions are very useful for the benefit of people who want to borrow money at very low interest, the condition of doing credit if the community has goods to be guaranteed to PT Pegadaian (Persero) Batam Branch. The quality of services and facilities is something that must be maintained and continuously improved by PT Pegadaian for customer satisfaction, because the quality of services and good facilities will make people happy to use services offered by PT Pegadaian (Persero) Batam Branch. This research was conducted to determine the effect of the quality of services and facilities on customer satisfaction at PT Pegadaian (Persero) Batam Branch. In this study the sampling method uses a porposive sampling technique because in a porposive sampling technique, which criteria are made into samples because not all criteria are made as samples. The method in this study is descriptive analysis using primary data and using a questionnaire to find out the results of respondents' responses to the quality of service, facilities and satisfaction felt by customers when using the services of PT Pegadaian (Persero) Batam Branch. The sample in this study were 392 respondents and the scale of measurement using the Likert Scale, and testing data using SPSS 20 and the results of the hypotheses obtained were that service quality had a significant effect on customer satisfaction, facility variables had a significant effect on customer satisfaktion, and together sevice variables and facilities have a significant influence on customer satisfaction.
References
Arianto, T. (2017). Death as Instrument of Power in the novel My Sister Keeper by Jodi Picoult. Basis, 4(April 2017), 46–58. http://ejournal.upbatam.ac.id/index.php/basis/article/view/78
Kaiman, H., & Zani, A. Y. P. (2013). Influence of Service Quality and Price of House flat on customer satisfaction ( Studies in Marunda flats of North Jakarta ). International Journal of Business and Management Invention, 2(7), 1–5. https://doi.org/10.1007/9781-4939-7398-9
Kaura, V., & Sharma, D. P. S. (2015). Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33(4), 11. https://doi.org/http://dx.doi.org/10.1108 /IJBM-04-2014-0048 Lumentut, F. l, & Palendeng, I. D. (2014). Fasilitas, Servicescape, an Kualitas Pelayanan, Pengaruhnya Terhadap Kepuasan Konsumen Mcdonald’S Manado. Jurnal EMBA, ISSN: 23031174, 2(3), 126–136. https://doi.org/10.1007/978-1-59745261-8
Nurcahyo, R., Fitriyani, A., & Hudda, I. N. (2017). The Influence of Facility and Service Quality towards Customer Satisfaction and Its Impact on Customer Loyalty in Borobudur Hotel in Jakarta. Binus Business Review, 8(1), 23. https://doi.org/10.21512/bbr.v8i1.1790
Philip, K. (2009). Manajemen Pemasaran. Jakarta: Erlangga. Pontoh, M. B. (2014). Kualitas Layanan, Citra Perusahaan Dan Kepercayaan Pengaruhnya Terhadap Kepuasan, 2(3), 285–297.
Puspasari, M., & Santosa, S. B. (2013). Analisis Pengaruh Kualitas Pelayanan, Fasilitas Dan Harga Terhadap Kepuasan Pelanggan (Studi. Jom Fekon Vol. ISSN: 2337-3792, 2, 1–9.
Rasmansyah. (2017). The effect of service quality and promotion to customer satisfaction and implication of customer loyalty in vehicle financing company in Jakarta Indonesia.
Rusydi. (2017). customer excellence. Yogyakarta: Gosyen.
Sugiyono. (2012). Metode Penelitian Bisnis. Bandung: Alfabeta.
Tan, Q., Oriade, A., & Fallon, P. (2014). Service Quality and Customer Satisfaction in Chinese Fast Food Sector: a Proposal for Cffrserv. Advances in Hospitality and Tourism Research, 2(1), 30–53. Retrieved from http://www.ahtrjournal.org/admin/dosy alar/6/30_53.pdf
Tjiptono, F., & Chandra, G. (2016). Service, Quality, dan Satisfaction. Yogyakarta: Andi. Tucker, M., & Pitt, M. (2010). Improving service provision through better management and measurement of customer satisfaction in facilities management. Journal of Corporate Real Estate, 12(4), 220–233. https://doi.org/10.1108/1463001101109 4667
Umboh, V. J., & Mandey, S. L. (2014). Analisis Kualitas Jasa Layanan Pengaruhnya Terhadap Kepuasan Nasabah Pada PT. Pegadaian (PERSERO) Cabang Teling. Jurnal EMBA, 2(3), 654–663. https://doi.org/10.1017/CBO97811074 15324.004
