Pengaruh Pelayanan Prima (Service Excellence) Terhadap Kepercayaan (Trust) Nasabah di PT.Pegadaian (Persero) Kantor Cabang Medan Sunggal

Abstract

Penelitian ini bertujuan untuk melihat pengaruh pelayanan prima (service excellence) terhadap kepercayaan (trust) nasabah. Penelitian ini menggunakan metode penelitian kuantitatif, subjek penelitian adalah nasabah di PT. Pegadaian Kantor Cabang Medan Sunggal. Jumlah sampel dalam penelitian ini sebanyak 98 orang. Teknik pengambilan data dalam penelitian ini menggunakan rumus Slovin. Hasil penelitian dengan menggunakan uji regresi sederhana diketahui bahwa nilai signifikansi (p= 0,000; p < 0,05. Selanjutnya nilai mean empirik pelayanan prima sebesar 87,73, mean hipotetik pelayanan prima sebesar 60 dan nilai SD = 6,314 , nilai mean empirik kepercayaan sebesar 76,83, mean hipotetik kepercayaan sebesar 52,5 dan nilai SD= 5,436 artinya hipotesis yang diajukan, semakin tinggi pelayanan prima maka semakin tinggi kepercayaan dinyatakan diterima. Koefisien determinan (r-square) menunjukkan bahwa pelayanan prima memberikan sumbangan efektif terhadap kepercayaan sebesar 44,3%. This study aims to examine the effect of service excellence on customer trust. This study uses quantitative research methods, research subjects are customers at PT. Pegadaian (Persero) Medan Sunggal . The number of samples in this study were 98 people. The data collection technique in this study used Slovin’s formula. The results of the study using a simple regression test showed that the significance value (p = 0.000; p <0.05. Furthermore, the empirical mean of service excellence was 87.73, the hypothetical mean of excellent service was 67, 5 and the value of SD = 6.314, the empirical mean of confidence is 76.83, the hypothetical mean of confidence is 60 and the value of SD = 5.436 means that the hypothesis is proposed, the higher the excellent service, the higher the trust is declared accepted. The coefficient of determinant (r-square) shows that excellent service provides an effective contribution to trust by 44.3%.