PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN (UNIT PEGADAIAN SYARIAH GOBAH PEKANBARU)

Abstract

This research Was Conducted at Unit pegadaian syariah Gobah Pekanbaru. This research aim to investigated the effect of srvice quality toward costumer’s at Pegadaian Syariah Gobah Pekanbaru.

            The desaign of this research is descriptive research, with qudtitative approach. This is a fieldnresearch who directy investigated to the object of the research. The object of this research is Pegadaian Syariah Gobah Pekanbaru, while the object of this research is costumers Pegadaian Syariah Gobah pekanbaru, the data of this research was collected by Obsevation, interview, dokumentation, and questionaire. The data analysis of this research by using linier regression with SPSS 21.0 windows program. There are two varrables in this research, they are service quality as independent variable (X) and costumers satisfaction  as dependent variable (Y).

            The result of this research showed that there are positiveand significant effect between service qualityand custumers satisficant at Pegadaian Syariah Gobah pekanbaru. It was indicated by Ttabel value of 3.420 which means the tubular count (3.420 > 2.020) with a significant level (0.004<0.005).