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Priviet Social Sciences Journal
Published by PRIVIETLAB
ISSN : 2798866X     EISSN : 27986314     DOI : 10.55942/pssj
PSSJ: Priviet Social Sciences Journal is an open access, monthly peer-reviewed international journal published by PRIVIETLAB. It provides an avenue to academicians, researchers, managers and others to publish their research work that contributes to the knowledge and theory of Social Sciences. PSSJ is published twelve a year. Publisher of Open Access Journals & Books designed to make it easy for worldwide researchers to discover leading-edge scientific research. Working closely with the global scientific community has been at the heart of our book and journal publishing activity. With a portfolio including journals, books, conference proceedings, we focus on Social Sciences and many more. PRIVIETLAB also publishes on behalf of other scientific organizations and represents their needs and those of their members. With worldwide impact, we support researchers, librarians and societies in their endeavours. PRIVIETLAB is an international center for supporting distinguished researchers, teachers, scholars and students who are researching various areas of Business, Science, and Technology. PRIVIETLAB wishes to provide good chances for academic and industry professionals to discuss recent progress in various areas of Business, Science, and Technology. PRIVIETLAB organizes many international conferences, symposia and workshops every year, and provides sponsor or technical support to researchers who wish to organize their own conferences and workshops.
Articles 1 Documents
Search results for , issue "Vol. 1 No. 6 (2021): December" : 1 Documents clear
The Effect of Customer Relationship Management (CRM), Service Quality, and Value Creation on Customer Satisfaction among Customers of PT Pegadaian (Persero) Cisalak Branch, Depok Andhi Dwy Noviono
Priviet Social Sciences Journal Vol. 1 No. 6 (2021): December
Publisher : Privietlab

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55942/pssj.v1i6.1752

Abstract

The research is aimed for identifying the impact of the Customer Relationship Management (CRM) (X1), the Service Quality (X2), and the Value Creation (X3) on Customer Satisfaction (Y) Customer in PT.Pegadaian (Persero) Cisalak Depok. The period of research is within Desember 2012 to February 2013. The method used is a method of analysis using the calculations Statistical Product and Service Solutions (SPSS) using regression and correlation. The population to be predicted in the research is customer of the PT.Pegadaian (Persero) Cisalak Depok, using 125 samples, which are carefully chosen to ensure so that the samples reflect the population. Measurement of the variables is done using the research instrument with a Likert scale. Used to test the validity of construct validity, test reliability while using a formula Cronbach Alpha. From the calculation results obtained that the number of variables X1 correlation of Y is 0,487 indicates a quite strong correlation of these two variables, the correlation rate of the Y variable X2 is 0,590 indicates a strong correlation of these two variables, the correlation of variables X3 digit of Y is 0,556 showing strong correlation between the two variables, correlation numbers X1, X2, and X3 of Y is 0,647 showing a strong relationship between the two variables. Based on the analysis of the obtained regression equation is Y = 2,665 + 0.106 X1 + 0,160 X2 + 0,268 X3. Where Y is Customer Satisfaction, X1 is the Customer Relationship Management, the Service Quality X2, and X3 are the Value Creation. Then from the calculated coefficients Standardized Coefficients column / Beta is obtained that the magnitude of the effect on Customer Relationship Management of Customer Satisfaction in PT.Pegadaian (Persero) Cisalak amounted to 23,7% for the remaining 76,3% is determined by other variables. The magnitude of the influence of Service Quality on Customer Satisfaction of customer in PT.Pegadaian (Persero) Cisalak was 34.8% for the rest of 65,2% determined by other variables. The magnitude of the influence of Value Creation on Customer Satisfaction of customer in PT.Pegadaian (Persero) Cisalak is 31% for the remaining 69% is determined by other variables. The magnitude of the influence of Customer Relationship Management, Service Quality and Value Creation reforms together on Customer Satisfaction of customer in PT.Pegadaian (Persero) Cisalak was 44,4% for the remaining 55,6% is determined by other variables.

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