{"title":"服务质量对瓦乔区PT.典当行顾客满意度的影响","authors":"A. Azhari","doi":"10.35326/ijmp.v1i1.409","DOIUrl":null,"url":null,"abstract":"Customer satisfaction is the concern of PT. Pawnshop Syariah Tempe Unit Wajo District. This research was conducted with the aim of: (1) knowing the effect of physical evidence on customer satisfaction, (2) knowing the effect of reliability on customer satisfaction, (3) knowing the effect of responsiveness on customer satisfaction, (4) knowing the effect of guarantees on customer satisfaction, ( 5) knowing the effect of empathy on customer satisfaction, (6) knowing the most dominant factor influencing the dimensions of service quality on customer satisfaction at PT. Pawnshop Syariah Tempe Unit Wajo District. This study uses primary data through questionnaires totaling 100 samples from all customers of PT. Pawnshop Syariah Tempe Unit is 52,338 customers. This research was conducted in the study period from October to December 2016. The analysis method used was descriptive analysis, validity test, reliability test, classic assumption test, multiple linear regression test, partial test, simultaneous test , and the coefficient of determination test. Data were analyzed using the Statistical Product and Service Solution (SPSS) 21 software program. The results of this study indicate that: (1) physical evidence has a positive and significant effect on customer satisfaction, (2) reliability has a positive and significant effect on customer satisfaction, (3) responsiveness has a positive and significant effect on customer satisfaction, (4) guarantee has a positive effect and significant to customer satisfaction, (5) empathy has a positive and significant effect on customer satisfaction, (6) guarantee is the most influential factor on customer satisfaction at PT. Pawnshop Syariah Tempe Unit Wajo District. This means that the company management in this case PT. Pawnshop Syariah Tempe Unit needs to pay special attention to the dimensions of service quality (physical evidence, reliability, responsiveness, assurance, empathy) so that it is always used to provide good service, because it has a great influence on customer satisfaction.","PeriodicalId":252426,"journal":{"name":"International Journal of Management Progress","volume":"37 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2019-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"2","resultStr":"{\"title\":\"Effect of Service Quality on Customer Satisfaction in PT. Pawnshop Syariah Tempe Unit Wajo District\",\"authors\":\"A. Azhari\",\"doi\":\"10.35326/ijmp.v1i1.409\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"Customer satisfaction is the concern of PT. Pawnshop Syariah Tempe Unit Wajo District. This research was conducted with the aim of: (1) knowing the effect of physical evidence on customer satisfaction, (2) knowing the effect of reliability on customer satisfaction, (3) knowing the effect of responsiveness on customer satisfaction, (4) knowing the effect of guarantees on customer satisfaction, ( 5) knowing the effect of empathy on customer satisfaction, (6) knowing the most dominant factor influencing the dimensions of service quality on customer satisfaction at PT. Pawnshop Syariah Tempe Unit Wajo District. This study uses primary data through questionnaires totaling 100 samples from all customers of PT. Pawnshop Syariah Tempe Unit is 52,338 customers. This research was conducted in the study period from October to December 2016. The analysis method used was descriptive analysis, validity test, reliability test, classic assumption test, multiple linear regression test, partial test, simultaneous test , and the coefficient of determination test. Data were analyzed using the Statistical Product and Service Solution (SPSS) 21 software program. The results of this study indicate that: (1) physical evidence has a positive and significant effect on customer satisfaction, (2) reliability has a positive and significant effect on customer satisfaction, (3) responsiveness has a positive and significant effect on customer satisfaction, (4) guarantee has a positive effect and significant to customer satisfaction, (5) empathy has a positive and significant effect on customer satisfaction, (6) guarantee is the most influential factor on customer satisfaction at PT. Pawnshop Syariah Tempe Unit Wajo District. This means that the company management in this case PT. Pawnshop Syariah Tempe Unit needs to pay special attention to the dimensions of service quality (physical evidence, reliability, responsiveness, assurance, empathy) so that it is always used to provide good service, because it has a great influence on customer satisfaction.\",\"PeriodicalId\":252426,\"journal\":{\"name\":\"International Journal of Management Progress\",\"volume\":\"37 1\",\"pages\":\"0\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2019-10-01\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"2\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"International Journal of Management Progress\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.35326/ijmp.v1i1.409\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Management Progress","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.35326/ijmp.v1i1.409","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 2
摘要
客户的满意是PT.典当行伊斯兰坦佩单位瓦霍区的关注。本研究的目的是:(1)了解实物证据对顾客满意度的影响，(2)了解可靠性对顾客满意度的影响，(3)了解响应性对顾客满意度的影响，(4)了解保证对顾客满意度的影响，(5)了解共情对顾客满意度的影响，(6)了解影响PT. Syariah Tempe Unit Wajo District典当行服务质量维度对顾客满意度的最主要影响因素。本研究使用的原始数据是通过问卷调查，共100份样本，来自PT典当行Syariah Tempe Unit的所有客户，共有52,338名客户。本研究在2016年10月至12月的研究期间进行。分析方法采用描述性分析、效度检验、信度检验、经典假设检验、多元线性回归检验、部分检验、同时检验、决定系数检验。数据分析采用SPSS (Statistical Product and Service Solution) 21软件。本研究结果表明:(1)实物证据对顾客满意有正向显著影响，(2)可靠性对顾客满意有正向显著影响，(3)响应性对顾客满意有正向显著影响，(4)保证性对顾客满意有正向显著影响，(5)共情性对顾客满意有正向显著影响，(6)担保是影响Wajo District Syariah Tempe Unit PT.当铺顾客满意度的最主要因素。这意味着在本案例中，公司管理需要特别注意服务质量的维度(物证、可靠性、响应性、保证性、移情性)，以便始终用于提供良好的服务，因为它对客户满意度有很大的影响。
Effect of Service Quality on Customer Satisfaction in PT. Pawnshop Syariah Tempe Unit Wajo District
Customer satisfaction is the concern of PT. Pawnshop Syariah Tempe Unit Wajo District. This research was conducted with the aim of: (1) knowing the effect of physical evidence on customer satisfaction, (2) knowing the effect of reliability on customer satisfaction, (3) knowing the effect of responsiveness on customer satisfaction, (4) knowing the effect of guarantees on customer satisfaction, ( 5) knowing the effect of empathy on customer satisfaction, (6) knowing the most dominant factor influencing the dimensions of service quality on customer satisfaction at PT. Pawnshop Syariah Tempe Unit Wajo District. This study uses primary data through questionnaires totaling 100 samples from all customers of PT. Pawnshop Syariah Tempe Unit is 52,338 customers. This research was conducted in the study period from October to December 2016. The analysis method used was descriptive analysis, validity test, reliability test, classic assumption test, multiple linear regression test, partial test, simultaneous test , and the coefficient of determination test. Data were analyzed using the Statistical Product and Service Solution (SPSS) 21 software program. The results of this study indicate that: (1) physical evidence has a positive and significant effect on customer satisfaction, (2) reliability has a positive and significant effect on customer satisfaction, (3) responsiveness has a positive and significant effect on customer satisfaction, (4) guarantee has a positive effect and significant to customer satisfaction, (5) empathy has a positive and significant effect on customer satisfaction, (6) guarantee is the most influential factor on customer satisfaction at PT. Pawnshop Syariah Tempe Unit Wajo District. This means that the company management in this case PT. Pawnshop Syariah Tempe Unit needs to pay special attention to the dimensions of service quality (physical evidence, reliability, responsiveness, assurance, empathy) so that it is always used to provide good service, because it has a great influence on customer satisfaction.
求助内容：
应助结果提醒方式：
京公网安备 11010802042870号
