PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN, DAN KEPERCAYAAN TERHADAP KEPUASAN KONSUMEN PRODUK GADAI KCA. PADA PT.PEGADAIAN UPC BELILAS

Abstrak

Abstract

Customer satisfaction refers to the extent to which a company’s products or services meet or exceed customer expectations. Based on data from PT. Pegadaian UPC Belilas, customer satisfaction with the KCA Pawn service varies. Some customers expressed reluctance to use the service again or felt that their decision to pawn items was not the right choice. One possible reason is that repeatedly pawning items may be perceived as a sign of financial instability, which can be undesirable both socially and personally. This research was conducted at PT. Pegadaian UPC Belilas over approximately six (6) months. The objective of this study is to analyze the influence of product quality, service quality, and trust on customer satisfaction with KCA Pawn products at PT. Pegadaian UPC Belilas. The study employed a quantitative method using primary data, with a population of 180 and a sample size of 124 respondents. Data analysis was carried out using path analysis, correlation coefficients, determination coefficients, model feasibility tests, and hypothesis testing, assisted by IBM SPSS version 25. The results of the study indicate that product quality has a significant effect on customer satisfaction, service quality has a significant effect on customer satisfaction, and trust has a significant effect on customer satisfaction.