SKRIPSI MBS

Pengaruh Kualitas Pelayanan Dan Nilai Yang Dipersepsikan Terhadap Kepuasan Pelanggan (Studi Pada Nasabah Pegadaian Syariah Di Surakarta)

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ABSTRACT

This study aims to determine the effect of service quality variables and
perceived value on customer satisfaction at the Pegadaian Syariah in Surakarta.
The population in this study was the customers of Pegadaian Syariah in Surakarta.
The sample in this study amounted to 96 respondents using a sampling technique,
namely non-probability sampling purposive sampling type.
This study uses quantitative methods with data analysis including
instrument testing consisting of validity and reliability tests, classical assumption
test consisting of normality test, multicollinearity test, and heteroscedasticity test,
model accuracy test consisting of F test and coefficient of determination test (R2),
multiple linear regression analysis, and hypothesis testing (t test) using SPSS
version 22. The variables used in this study are service quality variables and
perceived value as independent variables and customer satisfaction variable as the
dependent variable.
The result showed that the service quality variable had a positive and
significant effect on customer satisfaction and the perceived value variable had a
positive and significant effect on customer satisfaction at the Pegadaian Syariah in
Surakarta.

Keywords: service quality, perceived value, customer satisfaction

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Ketersediaan

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Informasi Detail

Judul Seri

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No. Panggil

2X6.3 JOS p 22

Penerbit

SUKOHARJO : Manajemen Bisnis Syariah_UIN RM Said., 2022

Deskripsi Fisik

21 cm, 83 halaman

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

2X6.3

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

-

Subjek

Manajemen Bisnis Syariah

Info Detail Spesifik

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Pernyataan Tanggungjawab

Josi Puspa Dzuriyati

Versi lain/terkait

Lampiran Berkas

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