THE EFFECT OF SERVICE QUALITY AND FACILITIES ON  CUSTOMER SATISFACTION

Muhammad Elfi Azhar; Vicha Tri Andriyani; Ika Nadia Purnama

Muhammad Elfi Azhar m.elfiazhar@umsu.ac.id
Vicha Tri Andriyani University of Muhammadiyah Sumatera Utara
Ika Nadia Purnama University of Muhammadiyah Sumatera Utara

Keywords: Service Quality, Facilities, Customer Satisfaction

Abstract

This study aims to Determine the Effect of Service Quality on Customer Satisfaction and to Determine the effect of Facilities on Customer Satisfaction at PT Pegadaian (Persero) in Medan City. The design of this study uses associative research and quantitative approaches, in this study the data was collected by means of a questionnaire to 100 customers using accidental sampling technique, the which aims to Determine customer responses to each variable. The analysis of data used is multiple regression analysis. Based on the results of the study indicate that service quality has a significant effect on customer satisfaction, and facilities have a positive and significant effect on customer satisfaction at PT Pegadaian (Persero) in Medan City.