KUALITAS LAYANAN PEGADAIAN DIGITAL SERTA IMPLIKASINYA TERHADAP KEPUASAN PELANGGAN PADA PT PEGADAIAN (PERSERO) CABANG PONDOK LABU

Aziz Setyawan, . (2022) KUALITAS LAYANAN PEGADAIAN DIGITAL SERTA IMPLIKASINYA TERHADAP KEPUASAN PELANGGAN PADA PT PEGADAIAN (PERSERO) CABANG PONDOK LABU. Tesis thesis, Universitas Pembangunan Nasional Veteran Jakarta.

[img] Text
ABSTRAK.pdf
Download (133kB)
[img] Text
AWAL.pdf
Download (559kB)
[img] Text
BAB 1.pdf
Download (296kB)
[img] Text
BAB 2.pdf
Restricted to Repository UPNVJ Only
Download (303kB)
[img] Text
BAB 3.pdf
Restricted to Repository UPNVJ Only
Download (346kB)
[img] Text
BAB 4.pdf
Restricted to Repository UPNVJ Only
Download (659kB)
[img] Text
BAB 5.pdf
Download (147kB)
[img] Text
DAFTAR PUSTAKA.pdf
Download (195kB)
[img] Text
RIWAYAT HIDUP.pdf
Restricted to Repository UPNVJ Only
Download (109kB)
[img] Text
LAMPIRAN.pdf
Restricted to Repository UPNVJ Only
Download (798kB)
[img] Text
HASIL PLAGIARISME.pdf
Restricted to Repository staff only
Download (9MB)

Abstract

This study aims to empirically explore the service quality of Pegadaian Digital and their impact on customer satisfaction at PT Pegadaian (Persero) Pondok Labu Branch. This is a quantitative research, and the sample in this study amounted to 160 customers who are users of Pegadaian Digital services. The data collection process uses google forms and scanned barcodes that are distributed in each unit of the Pegadaian Pondok Labu Branch. The data were analyzed using the Partial Least Square (PLS) method, and the results show that: (1) Reliability has an effect on customer satisfaction (2) Efficiency has no effect on customer satisfaction (3) Security/privacy has no effect on customer satisfaction (4) Responsiveness has no effect on customer satisfaction (5) Web design has no effect on customer satisfaction.

Item Type: Thesis (Tesis)
Additional Information: [No. Panggil : 1910121015] [Pembimbing 1 : Miguna Astuti] [Pembimbing 2 : Prasetyo Hadi] [Penguji : Alfatih S Manggabarani]
Uncontrolled Keywords: Service quality, customer satisfaction, digital banking.
Subjects: H Social Sciences > HB Economic Theory
Q Science > QM Human anatomy
Q Science > QP Physiology
Divisions: Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S2)
Depositing User: Aziz Setyawan
Date Deposited: 03 Aug 2022 04:25
Last Modified: 03 Aug 2022 04:25
URI: http://repository.upnvj.ac.id/id/eprint/17288

Actions (login required)

View Item View Item