The Influence of Service Quality, Ease of Transaction and Transaction Security on Customer Satisfaction at PT Pegadaian UPC Adam Malik Medan City

Ruth Yoseline Sihombing; Clarita Surabina Br Purba; Grescilya Br Tarigan; Enda Noviyanti Simorangkir

doi:10.55927/ijsmr.v2i9.11404

Authors

Ruth Yoseline Sihombing Universitas Prima Indonesia, Medan
Clarita Surabina Br Purba Universitas Prima Indonesia, Medan
Grescilya Br Tarigan Universitas Prima Indonesia, Medan
Enda Noviyanti Simorangkir Universitas Prima Indonesia, Medan

DOI:

https://doi.org/10.55927/ijsmr.v2i9.11404

Keywords:

Service Quality, Ease of Transaction, Transaction Security, Customer Satisfaction

Abstract

This At PT Pegadaian UPC Adam Malik in Medan City, research was done. Finding out how much Service Quality, Transaction Ease, and Transaction Security affect Customer Satisfaction at PT Pegadaian UPC Adam Malik Medan City was the aim of this study. This study employed a quantitative methodology, utilizing a sample of sixty questionnaires. SPSS was utilized to process the data. The study's findings suggest that service quality (X1) and customer happiness (Y) are significantly influenced by each other, at least in part (t-test). As the significance value of 0.043 is less than 0.05, it is evident that Ha is accepted and Ho is accepted. Partially (t-test), it was found that Ease of Transaction (X2) does not have a significant effect on Customer Satisfaction (Y). This is indicated by the acquired significant value (0.242 <0.05), indicating the rejection of Ho and the acceptance of Ha. It was discovered that Transaction Security (X3) and Customer Satisfaction (Y) are significantly impacted simultaneously (F-test). This is demonstrated by the significant value that was achieved (0.005 <0.05), indicating acceptance of both Ha and Ho

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