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All Journal Lokawati: Jurnal Penelitian Manajemen dan Inovasi Riset
Nisba Silvana
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Pengaruh Kualitas Pelayanan dan Fasilitas terhadap Kepuasan Nasabah pada PT. Pegadaian Unit Pelayanan Cabang (UPC) Paniki Thelya Visencia Claribel Kansil; Cysca Langi; Nisba Silvana; Efendy Rasjid
Lokawati : Jurnal Penelitian Manajemen dan Inovasi Riset Vol. 4 No. 5 (2026): September: Jurnal Penelitian Manajemen dan Inovasi Riset
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/lokawati.v4i5.2715

Abstract

This study aims to examine the effect of service quality and facilities on customer satisfaction at PT. Pegadaian Branch Service Unit (UPC) Paniki. The research was motivated by several issues in service delivery, including long waiting times, changes in fund disbursement procedures, uncomfortable room temperatures, limited parking space, and an inefficient queue number system, which may affect customer satisfaction. This study employed a quantitative approach with a descriptive method. The sample consisted of 50 PT. Pegadaian UPC Paniki customers selected using non-probability purposive sampling. Data were collected through questionnaires using a Likert scale and analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with SmartPLS version 4.1.1.8. The analysis included outer model evaluation through validity and reliability testing, as well as inner model evaluation through the coefficient of determination (R²), effect size (f²), and hypothesis testing using bootstrapping. The results indicate that service quality has a positive and significant effect on customer satisfaction. Facilities also have a positive and significant effect on customer satisfaction. Simultaneously, service quality and facilities contribute significantly to improving customer satisfaction. These findings emphasize the importance of improving service quality, process efficiency, and supporting facilities to enhance customer satisfaction sustainably.
Analisis Kualitas Pelayanan terhadap Kepuasan Mahasiswa pada Jurusan Administrasi Bisnis Politeknik Negeri Manado : Studi Kasus Program Studi Manajemen Bisnis Christiani Militia Wangko; Jacob Tateol S. Makapedua; Nisba Silvana; Efendy Rasjid
Lokawati : Jurnal Penelitian Manajemen dan Inovasi Riset Vol. 4 No. 5 (2026): September: Jurnal Penelitian Manajemen dan Inovasi Riset
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/lokawati.v4i5.2760

Abstract

This study aims to analyze service quality and its relationship with student satisfaction in the Department of Business Administration, Business Management Study Program, Manado State Polytechnic, using the Service Quality (SERVQUAL) approach. A quantitative descriptive-survey design was employed. Data were collected through questionnaires distributed to 60 students selected using accidental sampling. The research instrument consisted of 55 indicators covering 11 SERVQUAL dimensions: reliability, responsiveness, competence, access, courtesy, communication, credibility, security, empathy, tangibles, and assurance. Data were analyzed by comparing perception and expectation scores, calculating the conformity level and SERVQUAL gap, and mapping service attributes using a Cartesian Diagram. The results showed an average perception score of 3.08 and an expectation score of 4.65, resulting in a gap of -1.56. All dimensions recorded negative gaps, with access showing the largest gap (-1.75) and identified as the primary priority for improvement. The Cartesian Diagram placed access in Quadrant I; reliability, competence, credibility, security, and assurance in Quadrant II; responsiveness and communication in Quadrant III; and courtesy, empathy, and tangibles in Quadrant IV. The findings indicate that service quality improvement should focus on accessibility, responsiveness, communication, information security, and service consistency. This study provides a basis for evaluating and continuously improving service quality and student satisfaction.
Co-Authors Christiani Militia Wangko Cysca Langi Efendy Rasjid Jacob Tateol S. Makapedua Thelya Visencia Claribel Kansil