<![CDATA[The study was conducted on the PT. Pegadaian (Persero) branch PasarKodim Pekanbaru, branch Pekanbaru Kota, and branch Panam, which isrepresented by custumers who have been use PT.Pegadaian (Persero) as theirfinancial solution. The purpose of this study was knowing the influence of servicequality against consumer satisfaction and consumer loyalty on PT. Pegadaian(Persero) in Pekanbaru City. This study is aims to examine various factors relatedto consumer satisfaction and loyalty. This research tries to do the study of thesefactors through service quality against consumer satisfaction and consumerloyalti. The population in this study are custumers who have been usePT.Pegadaian (Persero) as their financial solution in Pekanbaru city. Thenumbers of sample were taken 100 responden the analysis technique use in thisstudy is Proportionate stratified random sampling, the study using Partial LeastSquare (PLS). Froms the test result show that interaction quality and environmentquality didnât make a significant impact on customer satisfaction. For the nextvariable that is outcome quality give a significant influence, then on the variablecustomer satisfaction against customer loyalty make a significant impact oncustomer loyalty. So in the future results of this study are expected to contributepractically to the company in an effort to increase the companys growth, as wellas the theoretical contribution for research academics.]]>
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