Analisis Kualitas Layanan terhadap Kepuasan Nasabah Pada PT> Pegadaian Kreneng Denpasar

Paramitha, Dewa Ayu Pradnya (2025) Analisis Kualitas Layanan terhadap Kepuasan Nasabah Pada PT> Pegadaian Kreneng Denpasar. Undergraduate thesis, Politeknik Negeri Bali.

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Abstract

This study evaluates the service quality of PT. Pegadaian Kreneng Branch based on customer interviews. The findings indicate strong performance in the aspects of physical facilities (Tangibles) and security assurance (Assurance), where customers expressed satisfaction with the neat and clean building, spacious parking area, and a sense of security in transactions due to Pegadaian's status as a state-owned enterprise (BUMN) supervised by the Financial Services Authority (OJK) and the availability of product insurance. However, the study also identified significant challenges and inconsistencies in three other service quality aspects: reliability (Reliability), responsiveness (Responsiveness), and empathy (Empathy). Despite existing internal procedures and staff training, customers often encountered issues such as: incomplete or rushed information delivery, lack of friendliness and smiles during initial interactions, as well as difficulties in accessing complaint services, long queues due to insufficient cashiers and suboptimal service speed, impersonal attention and flat tones from some employees, and underutilized digitalization, both in promoting the mobile app (PDS) and managing online reviews (Google Review) as feedback and promotional tools. Overall, the service quality of PT. Pegadaian Kreneng Branch is considered fairly good in certain dimensions but still has notable gaps that require improvement to achieve higher and more consistent customer satisfaction. Keywords: Service Quality, Customer Satisfaction, Google Review, Mobile App

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Kualitas layanan, kepuasan nasabah, manajemen pemasaran, PT. Pegadaian
Subjects:	Ilmu Sosial Humaniora > Ilmu Sosial
Divisions:	Jurusan Administrasi Bisnis > Prodi D4 Manajemen Bisnis Internasional > Skripsi
Depositing User:	Dewa Ayu Pradnya Paramitha
Date Deposited:	20 Aug 2025 08:56
Last Modified:	20 Aug 2025 08:56
URI:	https://repository.pnb.ac.id/id/eprint/16345

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