HUBUNGAN KUALITAS PELAYANAN DENGAN KEPUASAN NASABAH DI PT. PEGADAIAN UNIT PELAYANAN CABANG SINDANGLAUT KABUPATEN CIREBON

Abstract

This thesis entitled "Relationship Quality Services with Customer Satisfaction in the PT.
Pawnshop Branch Services Unit Sindanglaut Cirebon regency ". The problem in this study is
less customer satisfaction, the problem is caused by the lack of optimal quality of service. The
purpose of this study was to determine how the relationship of service quality with customer
satisfaction at PT. Sindanglaut Pawnshop Branch Services Unit. The research hypothesis is
that the authors propose "There is a positive and significant relationship between quality of
service and customer satisfaction in the PT. Pawnshop Branch Services Unit Sindanglaut
Cirebon regency ". Hypothesis statistics ie, Ho (null hypothesis) = rs count ≤ r ¬ s table (no
positive and significant relationship between quality of service and customer satisfaction) and
Ha (Alternative Hypothesis) = rs count ≥ rs table (there is a positive and significant
relationship between quality of service and customer satisfaction). The method that I use in
this paper is a survey method, survey method is research on small and large populations, but
the data is studied data from samples taken from the population, while according to the level
of explanation that the authors use in research is associative (relationship) , correlational
method to find the relationship between the variables x (quality of service) with variable y
(customer satisfaction). Data analysis technique used is quantitative analysis (data in the form
of numbers or a formula statstik as data processing), and hypothesis testing using the
Spearman rank correlation coefficient formula. The population in this research were 124
respondents sampling using the formula according to Burhan Bungin with precision of 10%,
so the obtained samples totaling 55 respondents. Sampling techniques using simple random
sampling, simple random sampling is a technique by random sampling without regard to the
existing strata in the population is homogeneous in certain respects. Based on the results
obtained that, the variable quality of service PT. Pawnshop Branch Services Unit Sindanglaut
good enough, but not optimal. As can be seen from the success of its implementation which
achieved 58% with a total score of 3867. Customer satisfaction variables in PT. Pawnshop
Branch Services Unit Sindanglaut Cirebon regency was pretty good at the interval level. This
is evident from the total score of 1951 or 59%. The relationship between quality of service
and customer satisfaction in the PT. Pawnshop Branch Services Unit Sindanglaut Cirebon
District is significant, because the value of rs rs count greater than 0.743 ≥ 0.265 the table.
Thus, the authors propose the hypothesis thoroughly tested and accepted (Ha) and Ho
(rejected).