INFLUENCE OF SERVICE QUALITY AND EMPLOYEE PERFORMANCE TOWARDS CUSTOMER SATISFACTION IN USING LOAN SERVICES AT THE MANADO PAWNSHOP OFFICE

Venna Aprilian Dalentang; Is Fadhilah

doi:10.70574/yax9pd92

Authors

Venna Aprilian Dalentang STIE IBMT Surabaya Author
Is Fadhilah STIE IBMT Surabaya Author

DOI:

https://doi.org/10.70574/yax9pd92

Keywords:

service quality, employee performance, customer satisfaction

Abstract

This research aims to analyze the influence of service quality and employee performance towards customers' decisions in using lending services at the Manado Pawnshop Office. This research is important considering the strategic role of Pawnshop as a financial institution that provides collateral-based lending services. Data was collected through a survey of 150 customers who used lending services at the Manado Pawnshop Office. The analytical method used is multiple linear regression analysis to measure the influence of service quality and employee performance on customer decisions. The research results show that service quality has a significant positive influence on customer decisions. This indicates that aspects such as reliability, responsiveness and good service guarantees increase customer satisfaction and encourage them to use lending services. Apart from that, employee performance has also been proven to have a significant positive influence on customer decisions. The performance of employees who are professional, responsive and knowledgeable about Pawnshop products is a determining factor in customer decision making. The conclusion of this research is that both service quality and employee performance are key factors that influence customers' decisions in using lending services at the Manado Pawnshop Office. The practical implication of these findings is that Pawnshop needs to continue to improve service quality and employee performance to maintain and increase customer trust. It is hoped that this research can contribute to literature related to service management and human resource development in the financial sector.

References

Anditin, H. 2019. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Pt. Pegadaian Syariah Batusangkar [Skripsi, Institut Agama Islam Negeri (IAIN) Batusangkar, Jurusan Ekonomi Syariah/Manajemen Syariah, Fakultas Ekonomi dan Bisnis Islam].

Aulia, H. 2021. Pengaruh Kualitas Pelayanan dan Citra Perusahaan terhadap Kepuasan Nasabah dalam Menggunakan Jasa Layanan Gadai pada PT. Pegadaian Cabang UPS Darussalam Banda Aceh. Jurnal Administrasi Bisnis.

Diandra G. Nelwan, William. A. Areros, Johny R. E. Tampi. 2016. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Pada PT. Bank Rakyat Negara Indonesia (Persero) Tbk, Cabang Manado, Jurnal Administrasi Bisnis.

Prang, V., Manopo, M., dan Lumatauw, L. 2022. Pengaruh Kinerja Karyawan terhadap Kepuasan Nasabah pada PT. Pegadaian (Persero) UPC Pasar Segar Paal Dua Manado. Jurnal Administrasi Bisnis.

Rangan, F. V. L. 2015. Analisis Pengaruh Relationship Marketing Dan Kualitas Layanan Terhadap Kepuasan Dan Loyalitas Nasabah Pada PT. Pegadaian (Persero) Cabang Manado Utara. Jurnal Riset Bisnis dan Manajemen, 3(3).

Seke, P. C., Tumbel, T. M., dan Mukuan, D. D. S. 2022. Pengaruh Kualitas Pelayanan terhadap Kepuasan Nasabah Pengguna Aplikasi Pegadaian Digital Cabang Megamas Kota Manado. Jurnal Administrasi Bisnis, 3(3).