The Effect of Service Quality on Customer Satisfaction (Case Study of Pt. Pegadaian Persero Paniki Branch Service Unit)

Margaretha Annatje Rundengan; Meiske Manopo; Edryl Henok Prasetya Ponggohong

doi:10.14710/ajlm.2024.24155

DOI: https://doi.org/10.14710/ajlm.2024.24155

The Effect of Service Quality on Customer Satisfaction (Case Study of Pt. Pegadaian Persero Paniki Branch Service Unit)

*Margaretha Annatje Rundengan - Manajemen Bisnis, Politeknik Negeri Manado, Indonesia

Meiske Manopo - Manajemen Bisnis, Politeknik Negeri Manado, Indonesia

Edryl Henok Prasetya Ponggohong - Manajemen Bisnis, Politeknik Negeri Manado, Indonesia

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Citation Format:

Abstract

Service and customer satisfaction are two variables that are closely related. This is the case with employee services to customers / customers of PT Pegadaian UPC Paniki, where several service indicators such as, affect customer satisfaction. This study aims to determine the effect of service quality as measured by physical evidence, reliability, responsiveness, assurance, and empathy, on customer satisfaction at PT Pegadaian (Persero) Paniki Branch Service Unit. This type of research is qualitative and uses primary and secondary data. Secondary data is obtained from various sources such as journals and books, while primary data is obtained by distributing questionnaires to respondents. The sampling technique used simple random sampling method, obtained a sample size of 45 respondents. By using Service Quality Analysis. The results showed that physical evidence, reliability, responsiveness, assurance and empathy had a positive effect on existing customer satisfaction. This shows that PT Pegadaian (Persero) Paniki Branch Service Unit must provide better service, especially those related to customer speed and complaints arising from customers.

Fulltext View|Download

Keywords: Service Quality, Customer Satisfaction, Physical Evidence, Reliability, Responsiveness, Assurance, Empathy.

Article Metrics:

Article Info

Section: Articles

Language : EN

In Vol 3, No 2 (2024): Asian Journal of Logistics Management

Recent articles

Analysis of Delays in Delivery of Exported Goods at Freight Forwarder PT Arindo Jaya Mandiri Semarang The Role Of Artificial Intelligence In Enhancing Business Innovation And Creativity In The Cosmetics Industry Of Dubai The Role of Artificial Intelligence in Enhancing Global Internal Audit Efficiency: An Analysis More recent articles

Adya, B., & Atep. (2003). Basics of Excellent Service. Jakarta: Elex Media Komputindo. Arianty, N. (2015). The Effect of Service Quality and Product Quality on Samsung Mobile Consumer Satisfaction. Scientific Journal of Management and Business
Budiyanto S and Dolly S.N. (2001). Measurement of Customer Satisfaction Level: Case Study in Aviation Company "X". Usahawan, No. 03. Year XXX, March
Febriana, N. I. (2016). Analysis of Bank Service Quality Towards Customer Satisfaction at Bank Muamalat Indonesia Tulungagung Sub-Branch Office. An-Nisbah
Maulan, A. S. (2016). The Effect of Service Quality and Price on Customer Satisfaction of PT. TOI. Journal of Economics, 117
Nilasari, E., & Istiatin. (2015). The Effect of Service Quality on Customer Satisfaction at PT Ramayana Motor Sukoharjo Dealer. Paradigma Journal, 13, 5
Panjaitan, J. E., & Yuliati, A. L. (2016). The Effect of Service Quality on Customer Satisfaction at JNE Bandung Branch. DeReMa Journal of Management, 11
Puung, F. K., Fudholi, A., & Dharmmesta, B. S. (2014). Analysis of the Effect of Service Quality on Customer Satisfaction and Loyalty in Salons and Spas. Journal of Management and Pharmaceutical Services, 106
Sulaeman, E. (2015). The Effect of Service Quality on Customer Satisfaction (Case Study at Charly VHT Karoke Garut Branch). Journal of Management, 2, 176
Sunarti, D. (2017). The Effect of Service Quality on Consumer Satisfaction. Journal of Business Administration
Supranto, J. (2006). Measuring Customer Satisfaction Level to Increase Market Share. Jakarta
Sugiarto. (2002). Service Psychology in the Service Industry. Jakarta: PT Gramedia Pustaka Utama

Last update:

No citation recorded.

Last update:

No citation recorded.

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Authors who publish with this journal agree to the following terms:

Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.

Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.

Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).