Peran Kualitas Pelayanan dalam Meningkatkan Kepuasan Nasabah
DOI:
https://doi.org/10.30640/inisiatif.v5i3.7184Keywords:
Customer Loyalty, Customer Satisfaction, Islamic Financial Institutions, Islamic Pawnshop, Service QualityAbstract
This study aims to analyze the effect of service quality on customer satisfaction at PT Pegadaian Syariah Kuala Simpang Branch, Aceh Tamiang Regency. A quantitative approach with a causal associative research design was employed. The research sample consisted of 66 respondents selected using the Slovin formula and simple random sampling technique. Data were collected through questionnaires using a Likert scale and analyzed using validity test, reliability test, simple linear regression, coefficient of determination, and t-test with the help of SPSS 29. The results indicate that service quality, which includes the dimensions of tangibles, reliability, responsiveness, assurance, and empathy, has a positive and significant effect on customer satisfaction. Based on the regression equation Y = 8.421 + 0.781X, every one-unit increase in service quality will increase customer satisfaction by 0.781 units. The coefficient of determination value of 55.8% shows that the variation in customer satisfaction can be explained by service quality, while the remaining percentage is influenced by other factors. These findings confirm that improving service quality is a key strategy for maintaining and enhancing customer satisfaction and loyalty in Islamic financial institutions.
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