Article Per Year (5 Year)
p-Index From 2020 - 2025
2.59
P-Index
This Author published in this journals
All Journal JCRS (Journal of Community Research and Service) Amwaluna Jurnal Ekonomi dan Keuangan Syariah Jurnal Pengabdian Dharma Laksana Jurnal Mantik Management Studies and Entrepreneurship Journal (MSEJ) Enrichment : Journal of Management Jurnal Darma Agung SMBJ: Strategic Management Business Journal Jurnal DIALEKTIKA : Jurnal Ilmu Sosial Asian Journal of Community Services (AJCS) Open Community Service Journal Moneter : Jurnal Keuangan dan Perbankan e-Jurnal Apresiasi Ekonomi
SUMA, Dewi
Unknown Affiliation
Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Social Sciences Other

Published : 16 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search
Journal : Jurnal DIALEKTIKA : Jurnal Ilmu Sosial

 1 
The Influence of Service Quality and Customer Satisfaction on Customer Decisions with Customer Trust Level as a Mediation Variable at PT Gadai Mas Unit Melati Kesogihin, Sindy Darvina; Putri, Ervina; Suma, Dewi
Jurnal Dialektika: Jurnal Ilmu Sosial Vol. 23 No. 1 (2025): Jurnal Dialektika: Jurnal Ilmu Sosial
Publisher : Pengurus Pusat Perkumpulan Ilmuwan Administrasi Negara Indonesia (PIANI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63309/dialektika.v23i1.493

Abstract

This study aims to analyze the effect of service quality and customer satisfaction on customer decisions with the level of customer trust as a mediating variable at PT Gadai Mas Unit Melati. This study uses a quantitative method with a purposive sampling technique, involving 80 respondents. Data collection techniques are carried out through observation and questionnaires. Data analysis methods include validity tests, reliability tests, classical assumption tests, hypothesis tests, and path analysis. The results of the study indicate that service quality (X1) partially has a significant effect on customer trust (Z) and customer decisions (Y). Customer satisfaction (X2) also has a significant partial effect on customer trust (Z) and customer decisions (Y). In addition, customer trust (Z) has a significant effect on customer decisions (Y). Simultaneous analysis shows that service quality (X1) and customer satisfaction (X2), through customer trust (Z), significantly affect customer decisions (Y). This study emphasizes the importance of adjusting services to the unique needs of customers to achieve optimal satisfaction and trust, which ultimately affects customer decisions.
Co-Authors Budi Siregar Dalimunthe, Nurul Epi Supriyani Siregar Ida Zulfida, Ida Ika Purnama Sari Johan, Ahmad Kesogihin, Sindy Darvina Lukman Nasution Nurul Dalimunte Putri, Ervina Raden Rudi Alhempi Rambe, Saima Ratna Sari Dewi Reza Nurul Ichsan Rini Elfina Rumanintya Lisaria Putri, Rumanintya Lisaria Siregar BUDI, Budi Alamsyah Tanjung, Ali Mukti