Determinants Of Service Quality, Convenience And Costs On Satisfaction And Loyalty Communities In Sharia Pawnshops Cluster 1 Medan
DOI:
https://doi.org/10.38035/dijefa.v5i4.3314Keywords:
Service Quality, Convenience, Mun'ah Costs, Customer Satisfaction and LoyaltyAbstract
Using a quantitative methodology, this study analyzes primary data from 10 Pegadaian Syariah AR Hakim Medan customers via questionnaires. Sampling methodology is the method that is used. Subsequently, route analysis and SPSS Version 25 software were used to process and evaluate the gathered data. Tests for instrument validity and reliability, statistical tests (determination test, partial test (t-test), and simultaneous test (f-test), and testing for classical assumptions (data normality, multicollinearity, and heteroscedasticity) were all included in the study. The findings of the study indicate that although mun'ah fees do not significantly affect customer happiness, service quality and convenience do have a beneficial impact on contentment. Customer loyalty is positively impacted by customer pleasure. The significance test findings demonstrate that mun'ah fees have no discernible impact on consumer happiness or loyalty. However, with a 95% trust level and a 5% mistake rate, service quality and convenience have a major impact on client loyalty via satisfaction.
References
Abdul, G. A. (2011) Gadai Syariah di Indonesia, Yogyakarta: Gadjah Mada University Press
Adipat, B., Zhang, & Zhou. (2011). Pengaruh Presentasi Berbasis Tampilan Pohon Adaptasi Pada Penjelajahan Web Seluler. MIS Triwulanan, 35 (1).
Ali, A., &Amauhdlor, A. Z. (1998) Kamus Kontemporer Arab Indonesia (al-Ashri), Yogyakarta: Multi Karya Grafika, cet. Ke-4
Ali, Z. (2008). Hukum Gadai Syariah, Jakarta: Sinar Grafika.
Ansofino, A. (2016) Buku Ajar Ekonometrika, Yogyakarta: Deepublish.
Arikunto, A., &Suharmi, S. (2002) Prosedur Penelitian Suatu Pendekatan Praktik, Jakarta: Rieneka Chipta.
Atmaja, J. (2018). Kualitas Pelayanan dan Kepuasan Nasabah Terhadap Loyalitas Pada Bank BJB. Jurnal Ecodemica, Vol. 2(1)
Davis,F.D. (1989). ”Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology”. MIS Quarterly.Vol. 13 No. 5.
Dwimastia, H. (2014).”Pengaruh Kemudahan Penggunaan, Kepercayaan dan Risiko Persepsian Terhadap Minat Bertransaksi Menggunakan EBanking Pada UMKM di Kota Yogyakarta”. Skripsi. Yogyakarta: Universitas Negeri Yogyakarta.
Fandy, T. (2014), Pemasaran JasaPrinsip, Penerapan, dan Penelitian, Andi Offset, Yogyakarta.
Goodwin, G. (2013). Perilaku Penggunaan Arsip, Studi Deskriptif pada Balai Penelitian Tanaman Pemanis dan Serat.
Huda, N., &Heykal, M. (2010). Lembaga Keuangan Islam: Tinjauan Teoritis dan Praktis Jakarta: Kencana.
Ibrahim, A. (2005). Pengantar ilmu perpustakaan dan kearsipan. Gundadarma
Jogiyanto, J. (2007). Sistem Informasi Keperilakuan. Edisi Revisi. Yogyakarta.
Jonathan, S. (2012). Path Analysis dengan SPSS, Jakarta: PT. Elex Media Komputindo, Sujarweni, Metodologi Penelitian Bisnis dan Ekonomi Pendekatan Kuantitatif.
Juni, D. (2017). Perilaku Konsumen: Dalam Persaingan Bisnis Kontemporer. Bandung: CV Alfabeta
Mahi, M. H. (2011) Metode Penelitian Dalam Perspektif Ilmu Komunikasi dan Sastra, Yogyakarta: Graha Ilmu, 201.
Mardani, M. (2017) Hukum Bisnis Syariah Jakarta: Prenada Media.
Moha, S., &Loindong, S.(2016). Analisis Kualitas Pelayanan Dan Fasilitas Terhadap Kepuasan Konsumen Pada Hotel Yuta Di Kota Manado.Fakultas Ekonomi dan Bisnis, Jurusan Manajemen.Jurnal EMBA Vol.4 No.1.
Murti, S. (2002). Manajemen Pemasaraan Bank, Edisi Kelima. Yogyakarta : Liberty.
Nilasari, E.,& Istiatin, I. (2015), “ Pengaruh Kualitas Pelayanan Terhadap Loyalitas Konsumen: Skripsi. Yogyakarta: Universitas Negeri Yogyakarta
Noor, J. (2011) Metodologi Penelitian, Jakarta: Kencana Prenadamedia Group.
Nurul, U. (2022) nasabah/rahin di Kantor Pegadaian Syari’ah AR Hakim Medan, wawancara di Kantor Pegadaian Syari’ah AR Hakim Medan.
Nuryadi, N., &Astuti, T. D. (2017) Dasar-Dasar Statistika Penelitian,Yogyakarta: Gramasurya.
Prasetyo, B., &Jannah, L. M. (2006) Metode Penelitian Kuantitatif, Jakarta:, PT Grafindo Persada.
Putro, S. W., Semuel, H., & Brahmana, R.K. M.R. (2014). Pengaruh Kualitas Layanan dan Kualitas Produk Terhadap Kepuasan Pelanggan dan Loyalitas Konsumen Restoran Happy Garden Surabaya. Jurnal Manajemen Pemasaran, 2(1).
Reekha, N. (2022) Pemimpin Cabang PT Pegadaian (Persero) Cabang Syari’ah AR Hakim, Wawancara.
Riani, R. (2015) Mekanisme Perhitungan Tarif mu’nah pada produk Arrum haji di PT. Pegadaian syariah cabang ulee kareng 6(9).
Sugiyono, S. (2013). Statistik untuk Penelitian. Bandung: CV. Alfabeta.
Sujarweni, V. W. (2018). Metodologi Penelitian Bisnis dan Ekonomi Pendekatan Kuantitatif, Yogyakarta: Pustaka Baru Press.
Sutedi, A. (2011). Hukum Gadai Syariah, Bandung : Alfabeta.
Virma, P. M. (2013). Peningkatan Kepuasan Pelanggan Melalui Kualitas Produk dan Kualitas Layanan. Jurnal Dinamika Manajemen, 4(2).
Wahab, A., &Solichin. (2017). Analisis Kebijakan Dari Formulasi Ke Penyususnan Model-model Implementasi Kebijakan Publik. Jakarta: Bumi Aksara.
Yogi, I. G. P., & Rastini, N. M. (2016). Pengaruh Kualitas Pelayanan Terhadap Kepercayaan Nasabah Dan Loyalitas Nasabah Bank Mandiri Cabang Veteran Denpasar Bali. EJurnal Manajemen Unud, 5(1).
Zulian, Y. (2002), Manajemen Kualitas Produk dan Jasa. Yogyakarta: Ekonisia.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Zulian Syahputra, Maryam Batubara, Nur Ahmadi Bi Rahmani
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish their manuscripts in this journal agree to the following conditions:
- The copyright on each article belongs to the author(s).
- The author acknowledges that the Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) has the right to be the first to publish with a Creative Commons Attribution 4.0 International license (Attribution 4.0 International (CC BY 4.0).
- Authors can submit articles separately, arrange for the non-exclusive distribution of manuscripts that have been published in this journal into other versions (e.g., sent to the author's institutional repository, publication into books, etc.), by acknowledging that the manuscript has been published for the first time in the Dinasti International Journal of Economics, Finance & Accounting (DIJEFA).
