ANALISIS KUALITAS JASA TERHADAP KEPUASAN DAN LOYALITAS NASABAH PADA PT. PEGADAIAN DI KOTA PEKANBARU

Abstract

The study was conducted on the PT. Pegadaian (Persero) branch Pasar
Kodim Pekanbaru, branch Pekanbaru Kota, and branch Panam, which is
represented by custumers who have been use PT.Pegadaian (Persero) as their
financial solution. The purpose of this study was knowing the influence of service
quality against consumer satisfaction and consumer loyalty on PT. Pegadaian
(Persero) in Pekanbaru City. This study is aims to examine various factors related
to consumer satisfaction and loyalty. This research tries to do the study of these
factors through service quality against consumer satisfaction and consumer
loyalti. The population in this study are custumers who have been use
PT.Pegadaian (Persero) as their financial solution in Pekanbaru city. The
numbers of sample were taken 100 responden the analysis technique use in this
study is Proportionate stratified random sampling, the study using Partial Least
Square (PLS). Froms the test result show that interaction quality and environment
quality didn’t make a significant impact on customer satisfaction. For the next
variable that is outcome quality give a significant influence, then on the variable
customer satisfaction against customer loyalty make a significant impact on
customer loyalty. So in the future results of this study are expected to contribute
practically to the company in an effort to increase the company's growth, as well
as the theoretical contribution for research academics.