Analisis Pengaruh Kualitas Pelayanan terhadap Kepuasan Nasabah Kredit Angsuran Sistem Fidusia (KREASI) di Pegadaian Cabang Medan Utama

Abstract

This study aims to determine whether the dimension in service qualitythat consist of tangible, empathy, reliability, responsiveness, and assurance effect on customer satisfaction of Kredit Angsuran Sistem Fidusia (KREASI)at Pegadaian Branch of Medan Utama and analyze the most dominant factor in influencing customer satisfaction Kredit Angsuran Sistem Fidusia (KREASI) Pegadaian Branch of Medan Utama. The population in this study is the customer KREASI were categorized as bad loans in Medan Utama Branch. Data were collected through questionnaires to 40 respondents. The sampling technique in this research is done with the technique of Probability Sampling with a random sampling approach. Type of data is primary data and secondary data. The analysis technique used is multiple linear regression. Based on the research results, obtained regression equation as follows: Y = 0.109 X1 + 0.170 X2 + 0.411 X3+ 0.258 X4+ 0.140 X5 Based on statistical data analysis, indicators in this study are valid and are reliable variables. In the classic assumption test, regression model multicoloniarity free, does not occur heteroskedastisitas, and normal distribution. The sequence individually on each of the most influential variable is the variable reliability with a regression coefficient of 0.411, and responsiveness with a regression coefficient of 0.258, followed by empathy with a regression coefficient of 0.170, and the guarantee with a regression coefficient of 0.140 while the influential variable the lowest is the tangible with a regression coefficient of 0.109. Hypothesis testing using t test showed that the five independent variables studied proved a positive influence and only two variables were significant positive effect on customer satisfaction variables, namely reliability and responsiveness. Then through the F test showed that the five independent variables is feasible to test the dependent variable customer satisfaction. Figures Adjusted R Square of 0.730 indicates that 73% variable customer satisfaction can be explained by five independent variables in the regression equation. While the rest of 27% is explained by factors other than quality of service.