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Title: | Pengaruh Kualitas Pelayanan (Service Quality) Terhadap Kepuasan Konsumen Menggunakan Jasa PT. Pegadaian (Persero) Cabang Medan Sunggal |
Other Titles: | The Effect of Service Quality on Consumer Satisfaction Using the Services of PT. Pegadaian (Persero) Medan Sunggal Branch |
Authors: | Winata, Sandra |
metadata.dc.contributor.advisor: | Wahyuni, Nini Sri |
Keywords: | Kualitas Pelayanan dan Kepuasan Konsumen;Service Quality and Consumer Satisfaction |
Issue Date: | 11-Mar-2022 |
Publisher: | Universitas Medan Area |
Series/Report no.: | NPM;178600042 |
Abstract: | Kepuasan konsumen adalah suatu perasaan puas atau kecewa yang dapat dirasakan oleh konsumen/nasabah dalam menerima suatu produk ataupun jasa.tujuan dari penelitian ini adalah untuk pengaruh antara kualitas pelayanan terhadap kepuasan konsumen pada PT. Pegadaian Cabang Medan Sunggal.hipotesis pada penelitian ini terdapat pengaruh antara kualitas pelayanan terhadap kepuasan konsumen. Subjek penelitian berjumlah 100 orang konsumen/nasabah PT. Pegadaian (Persero) Cabang Medan Sunggal dan pengambilan sampel menggunakan teknik purposive sampling. Metode pengumpulan data menggunakan skala kualitas pelayanan dan kepuasan konsumen. Metode analisis pada penelitian ini menggunakan metode analisis regresi linear sederhana. Kontribusi kualitas pelayanan terhadap kepuasan konsumen sebesar 37,0%. Consumer satisfaction is a feeling of satisfaction or disappointment that can be felt by consumers/customers in receiving a product or service. The purpose of this research is to influence the quality of service on customer satisfaction at PT. Pegadaian Medan Sunggal Branch. The hypothesis in this study is that there is an influence between service quality and customer satisfaction. The research subjects were 100 consumers/customers of PT. Pegadaian (Persero) Medan Sunggal Branch and sampling using purposive sampling technique. The data collection method uses a scale of service quality and customer satisfaction. The analytical method in this study uses a simple linear regression analysis method. The contribution of service quality to customer satisfaction is 37.0%. |
Description: | 109 Halaman |
URI: | http://repository.uma.ac.id/handle/123456789/17560 |
Appears in Collections: | SP - Psychology |
Files in This Item:
File | Description | Size | Format | |
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178600042 - Sandra Winata - Chapter IV.pdf Restricted Access | Chapter IV | 306.67 kB | Adobe PDF | View/Open Request a copy |
178600042 - Sandra Winata - Fulltext.pdf | Cover, Abstract, Chapter I, II, III, V, Bibliography | 2.03 MB | Adobe PDF | View/Open |
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