Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Pegadaian Syariah (Pada Pegadaian Syariah Di Surakarta)

Al Hakim, Ismail and , Muhammad Sholahuddin, S.E. M.Si. (2019) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Pegadaian Syariah (Pada Pegadaian Syariah Di Surakarta). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

The purpose of this study was to analyze the effect of physical evidence (tangibles) on customer satisfaction. To analyze the effect of responsiveness (responsiveness) on customer satisfaction. To analyze the effect of reliability on customer satisfaction. To analyze the effect of guarantees on customer satisfaction. To analyze the effect of empathy (empathy) on customer satisfaction. The population in this study were all customers of Pegadaian Syariah in Surakarta. This sampling method is based on probability techniques namely Convenience Sampling. The sample used in this study was 100 respondents. Based on the results of the physical evidence variable a positive and significant effect on customer satisfaction. Reliability variable has a positive and significant effect on customer satisfaction. The responsiveness variable has a positive and significant effect on customer satisfaction. The guarantee variable has a positive and significant effect on customer satisfaction. The empathi variable has a negative and significant effect on customer satisfaction. Thus the fifth hypothesis proposed is proven true. The novelty in this research is the case of excessive empathy syariah pawnshop can negatively affect customer satisfaction, because in the case of borrowing and borrowing is something that is confidential or privacy.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Physical Evidence (Tangible), Responsiveness (Responsiveness), Reliability (Reliability), Assurance (Assurance) and Customer Satisfaction.
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	ISMAIL AL HAKIM
Date Deposited:	26 Aug 2019 03:00
Last Modified:	26 Aug 2019 03:00
URI:	http://eprints.ums.ac.id/id/eprint/77273

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