ANALISIS SERVICE QUALITY (SERVQUAL) DAN HARGA TERHADAP KEPUASAN NASABAH PT.PEGADAIAN (PERSERO) CABANG BENTENG SURABAYA
Daftar Isi:
- In Indonesia, economic development requires the participation of financial institutions to finance it. Government agencies engaged in lending to the public services on the basis of law lien, with the guarantee of goods moving is PT. Pegadaian (Persero ). One of the services offered by PT. Pegadaian (Persero) to customers that the product Quick Loan Safe (KCA). Strategy by PT. Pegadaian (Persero) in supporting the success is to offer a high quality service. As for distinguishing a service company with other service companies are in service with higher quality than competitors consistently. In a competitive process to produce and offer better value than that offered by the company, then at that time the company is positioned disadvantage. Meanwhile, if that is done by the company, the customer is positioned in a situation that can not distinguish the value offered by both, and the effect is a price war to win customers. The purpose of this study was to determine the effect of service quality and price on customer satisfaction PT. Pegadaian (Persero) Cabang Benteng as well as the most dominant influence between service quality and price on customer satisfaction PT. Pegadaian (Persero) Cabang Benteng. This type of research that will be used is explanatory research. The population in this study were all clients of PT Pegadaian (Persero) Cabang Benteng Branch Fort Surabaya numbered sample of 100 people with kriteria already transact more than 2 times. Sampling technique using Convinience Sampling. Data analysis techniques in this study using PLS. The results obtained are variable quality of service and price significant toward customer satisfaction PT Pegadaian (Persero) Cabang Benteng Surabaya and price variable most dominant influence toward customer satisfaction PT Pegadaian (Persero) Cabang Benteng Surabaya