Kualitas Pelayanan Terhadap Kepuasan Konsumen PT Pegadaian Outlet Kedaton di Bandar Lampung Saat Pandemi Covid-19

Ghin Erza Fortuna; Dorothy Rouly Haratua Pandjaitan

doi:10.23960/jbm.v18i0.394

Ghin Erza Fortuna
Dorothy Rouly Haratua Pandjaitan

DOI: https://doi.org/10.23960/jbm.v18i0.394

Keywords: Service Quality, Satisfation, Consumer, Employee Performance, Pawnshop

Abstract

The covid-19 pandemic has had a broad impact on various sectors, such as the health, social, financial, and other sectors. In the economic sector, due to the pandemic, the number of unemployment increases, and many entrepreneurs close their outlets. Therefore, PT Pegadaian Outlet Kedaton is here to help ease the burden on the community by means that people don't have to sell their goods but only pawn the things they have.

This study aims to determine the effect of service quality on customer satisfaction at PT Pegadaian Outlet Kedaton during the covid-19 pandemic. This study uses a non-probability sampling method with a purposeful sampling technique, with a sample of 100 respondents who have visited and made transactions at PT Pegadaian Outlet Kedaton during the covid-19 pandemic. This study indicates that the variables tangible, empathy, reliability, responsiveness, and assurance, have a significant positive effect on customer satisfaction.

Keywords: Service Quality, Satisfaction, Consumer, Employee Performance, Pawnshop

Abstrak

Pandemi covid-19 berdampak secara luas pada berbagai sektor, diantaranya adalah sektor perekonomian. Pada sektor perekonomian dampaknya adalah pengangguran meningkat dan banyaknya pengusaha menutup gerai mereka karena adanya pandemi tersebut, dengan terjadinya hal seperti ini PT Pegadaian Outlet Kedaton membantu meringankan beban masyarakat dengan cara masyarakat tidak perlu menjual barangnya melainkan hanya menggadaikan barang yang masyarakat miliki.

Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan konsimen di PT Pegadaian Outlet Kedaton saat pandemi covid-19. Penelitian ini menggunakan metode non-probability sampling dengan tehnik purpose sampling, dengan sampel sebanyak 100 responden yang telah berkunjung serta melakukan transaksi di PT Pegadaian Outlet Kedaton selama pandemi covid-19. Hasil penelitian ini menunjukkan bahwa variabel bukti fisik, empati, keandalan, ketanggapan, dan jaminan berpengaruh positif secara signifikan terhadap kepuasan konsumen

Kata kunci: Kualitas Pelayanan, Kepuasan, Konsumen, Kinerja Karyawan, Pegadaian

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