ANALISISKUALIATSPELAYANANNASABAHTERHADAPLOYALITAS NASABAHDIPENGADAIANSYARIAH

Abstract

This research is motivated by the initial observations of reserchers with several costumers

in Islamic pawnshops, the are several service deficiencies and custumer satisfaction, the are several factors that make it happen. This research was conducted at the pawbshop syaria UPS Pandau branch, Subrantas Pekanbau. this research aims to determine the effect of service quality and custumer loyalty at Pownshop Syariah UPS Pandau Subantas Pekanbaru Branch.

This type of reserch is a descriptive study with a quantitative approach. This research is

field research by directly axamining the object being researched. The object of this research is the pawbshop syaria UPS Pandau branch, Subrantas Pekanbau. While the subject is a custumer of Pawnshop Syariah UPS Pandau Subrantas Pekanbaru branch. Methodss of data colecction by means of observation , interviews, and questionnsires.

The result of this study indicate that the quality of service at pawbshop syaria UPS Pandau branch, Subrantas Pekanbau is categorized as very good and custumers have loyalty to the company which can be proven by having been a custumer at the UPS Pandau Sharia Pawnshop Pekanbaru Subrantas Branch, and then variable service quality (X) has positive and significant effect on costumer loyality (Y) at the UPS Pandau syariah pawnshop, Subrantas Branch, Pekanbaru. This can be seen from the significant quality of service 0,000< 0,05 and the T table value 5%/2:44-1=0,025:43 = 1.68107 (can be seen in the percentage point distribution table). Means that T is greater than T table (5.315 > 1.68107). than Ho is rejected so that the hypothesis thay says there is an effect of service quality on costumer loyalty at the UPS Pandau sharia pawnshop, Subrantas Branch, Pekanbaru