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All Journal JMM UNRAM (Jurnal Magister Manajemen Universitas Mataram) EAJ (ECONOMICS AND ACCOUNTING JOURNAL) KOMMAS: Jurnal Pengabdian Kepada Masyarakat Asskruie
Didin Hadi Saputra
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Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Public Health Social Sciences Other

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Journal : JMM UNRAM (Jurnal Magister Manajemen Universitas Mataram)

 1 
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA PT. PEGADAIAN (PERSERO) CABANG SELONG Didin Hadi Saputra
JMM UNRAM - MASTER OF MANAGEMENT JOURNAL Vol. 4 No. 2 (2015): JMM JUNI 2015
Publisher : Master of Management, Mataram University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29303/jmm.v4i2.57

Abstract

The Services at the pawning house of PT. Pegadaian ( Ltd ) of Selong Branch Office are mostlypawning service. Pawning service is one of the main services provided by PT. Pegadaian (Ltd) ofSelong Branch Office. This study aims at observing five variables to identify customers’ satisfaction.Those five variables are reliability (X1), responsiveness (X2), assurance (X3), emphaty (X4), andtangibles (X5). This is an associative study using quetionnaires for data collection. Data is thenanalyzed the multiple linear regression analysis. The study reveals that the variables of reliability(X1), responsiveness (X2), assurance (X3), emphaty (X4), and tangibles (X5) both simultaneously andseparately have a significant and positive effect towards customers’ satisfaction. This, thehypothesis of the study is accepted. Accordingly, PT. Pegadaian (Ltd) of Selong Branch Office is tomaintain the implementation of the five variables. Also, it is also suggested that PT. Pegadaian (Ltd)of Selong Branch Office improve the tangible facilities such as suggestion box, AC, trash cans, andthe space layout.Keywords : services, customer’ satisfaction, service quality, multiple linear regression.
Co-Authors Agus Susanta Apriana Asdin Bambang Triaji Hapipi Jayadi Harmayani, Ria Masdani Mila Maulana MUFIDAH Mufidah Mufidah Nasuhi Nasuhi Nasuhi Nining Pratiwi Reni Anggriani Siti Raehan Teni Susanti Teni Susanty Zohratul Aeni