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All Journal GOVERNANCE: Jurnal Ilmiah Kajian Politik Lokal dan Pembangunan
Br Sagala, Melvi Yuliana
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Humanities Education Environmental Science Law, Crime, Criminology & Criminal Justice Social Sciences

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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH DI PT PEGADAIAN (PERSERO) CABANG PEMBANTU SIMPANG LIMUN MEDAN Br Sagala, Melvi Yuliana; Sianturi, Charles M.; Sinaga, Kepler
GOVERNANCE: Jurnal Ilmiah Kajian Politik Lokal dan Pembangunan Vol. 11 No. 3 (2025): 2025 Maret
Publisher : Lembaga Kajian Ilmu Sosial dan Politik (LKISPOL)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56015/gjikplp.v11i3.405

Abstract

The purpose of this study was to measure the effect of service quality on customer satisfaction at PT Pegadaian (Persero) Simpang Limun Medan Branch Office. This study used a quantitative method with a nonprobability sampling technique and an accidental sampling approach with a sample size of 30 respondents. Data collection techniques were carried out with primary and secondary data, using multiple regression analysis, which began with validity, reliability, classical assumptions, determination coefficient, F test, and t test with the help of SPSS Statistics version 22. Based on the partial t test and simultaneous F test, the results of the study showed that the variables of physical evidence, reliability, responsiveness, and assurance had a positive and significant effect on customer satisfaction, while the empathy variable had no significant effect. Based on the coefficient of determination (R²), it is known that the five independent variables explain 72.5% of the variability in customer satisfaction, while the remaining 27.5% is explained by other variables not examined in this study.
Co-Authors Kepler Sinaga Sianturi, Charles M.