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All Journal Jurnal Ilmu Komunikasi dan Sosial Politik
Rahmad Fikri Januarta
Program Studi Ilmu Komunikasi, Fakultas Hukum, Ilmu Sosial, Dan Humaniora, Universitas Dharma Andalas
Environmental Science Library & Information Science

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Pengaruh Komunikasi Pelayanan Berbasis Aplikasi Terhadap Kepuasan Nasabah PT.Pegadaian Cabang Tarandam Kota Padang Rahmad Fikri Januarta; Indria Flowerina
Jurnal Ilmu Komunikasi Dan Sosial Politik Vol. 2 No. 4 (2025): April - Juni
Publisher : CV. ITTC INDONESIA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62379/jiksp.v2i4.2510

Abstract

The background of this study is based on the development of digitalization in financial services, which has encouraged PT. Pegadaian Tarandam Branch to adopt application-based communication to enhance service quality and customer satisfaction. In the digital era, effective communication through applications plays a crucial role in building customer loyalty. This study aims to analyze the influence of application-based service communication on customer satisfaction at PT. Pegadaian Tarandam Branch, Padang City. The research employs a descriptive quantitative method with a purposive sampling technique, involving 50 respondents who are active users of the Pegadaian Digital application. Data were collected using a Likert-scale-based questionnaire and analyzed through simple linear regression tests, validity tests, reliability tests, and classical assumption tests using SPSS version 30. The results show that application-based digital communication has a significant influence on customer satisfaction. The key dimensions in improving service quality include reliability, responsiveness, empathy, and assurance. Overall, application-based digital communication contributes 61% to customer satisfaction, while the remaining 39% is influenced by other variables. The findings suggest that optimizing application features and service quality can enhance customer loyalty and trust in Pegadaian’s services.
Co-Authors Indria Flowerina