creators_name: Ghina Erza Fortuna, 1851011008
creators_id: ghinaerza10@gmail.com
type: other
datestamp: 2022-04-06 02:29:51
lastmod: 2022-04-06 02:29:51
metadata_visibility: show
title: KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PT PEGADAIAN OUTLET KEDATON DI BANDAR LAMPUNG SAAT PANDEMI COVID-19
ispublished: pub
subjects: 330
full_text_status: restricted
abstract: Pandemi covid-19 berdampak secara luas pada berbagai sektor, diantaranya adalah sektor perekonomian. Pada sektor perekonomian salah satu dampaknya adalah pengangguran meningkat dan banyaknya pengusaha menutup gerai mereka karena adanya pandemi tersebut, dengan terjadinya hal seperti ini PT Pegadaian Outlet Kedaton membantu meringkankan beban masyarakat dengan cara masyarakat tidak perlu menjual barangnya melainkan hanya menggadaikan 
barang yang masyarakat miliki. Terkait dengan kondisi tersebut penelitian ini menunjukkan bahwa adanya
pengaruh kualitas pelayanan terhadap kepuasan pelanggan 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 pelanggan.

The covid-19 pandemic has had a broad impact on various sectors, such economic sector. In the economic sector, one of the impacts is that the number of the unemployment increases and many entrepreneurs close their outlets due to the pandemic, 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. Related to these conditions, this study show that there is an influence of service on customer satisfaction at PT Pegadaian Outlet Kedaton during the covid-19 pandemic. This study uses a non-probability sampling method with a purpose sampling technique, with a sample of 100 respondents who have visited and made transactions at PT Pegadaian Outlet Kedaton during the covid-19 pandemic. The results of this study indicate that the variables tangible, empathy, reliability,responsiveness, and assurance have a significant positive effect on customer 
satisfaction.
date: 2022-03-15
date_type: published
publisher: FAKULTAS EKONOMI DAN BISNIS
place_of_pub: UNIVERSITAS LAMPUNG
id_number: 1851011008
citation:   Ghina Erza Fortuna, 1851011008  (2022) KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PT PEGADAIAN OUTLET KEDATON DI BANDAR LAMPUNG SAAT PANDEMI COVID-19.  FAKULTAS EKONOMI DAN BISNIS, UNIVERSITAS LAMPUNG.     
document_url: http://digilib.unila.ac.id/58322/1/ABSTRAK.pdf
document_url: http://digilib.unila.ac.id/58322/2/2.%20SKRIPSI%20FULL%20TANPA%20LAMPIRAN.pdf
document_url: http://digilib.unila.ac.id/58322/3/FILE%20TUGAS%20AKHIR%20SKRIPSI%20DISERTASI%20FULL%20TANPA%20BAB%20PEMBAHASAN.pdf