DETERMINATION OF CUSTOMER SATISFACTION AT PT. PEGADAIAN UPC PANIKI BASED ON SERVICE QUALITY AND FACILITIES

Cysca A. J. Langi, Willem G. Pomantow; Elisabeth D. Malonda, Loula L.L. Walangitan

Scirj Volume XIII, Issue X, October 2025 Edition
ISSN: 2201-2796

DETERMINATION OF CUSTOMER SATISFACTION AT PT. PEGADAIAN UPC PANIKI BASED ON SERVICE QUALITY AND FACILITIES

Authors: Cysca A. J. Langi, Willem G. Pomantow, Elisabeth D. Malonda, Loula L.L. Walangitan

Abstract: The purpose of this research was to analyze the determinants of customer satisfaction at PT. Pegadaian UPC Paniki based on service quality and facilities. The study used a quantitative approach with descriptive methods, involving fifty respondents selected through purposive sampling. Data were collected using a Likert-scale questionnaire and analyzed using the Structural Equation Modeling–Partial Least Squares (SEM-PLS) method using SmartPLS version 4.1.1.8. The results showed that service quality and facilities each had a positive and significant effect on customer satisfaction. The coefficient of determination (R²) value of 0.752 indicated that both variables explained 75.2% of the variation in customer satisfaction, while the remaining 24.8% was explained by factors outside the research model. This finding underscores the importance of improving service quality and providing adequate facilities as an effort to sustainably increase customer satisfaction.

Reference this Paper:
Cysca A. J. Langi, Willem G. Pomantow, Elisabeth D. Malonda, Loula L.L. Walangitan (2025). DETERMINATION OF CUSTOMER SATISFACTION AT PT. PEGADAIAN UPC PANIKI BASED ON SERVICE QUALITY AND FACILITIES . Scientific Research Journal (Scirj), Volume XIII, Issue X, October 2025 Edition, Page 22-28.

Keywords: Determination, Service Quality, Facilities, Customer Satisfaction, SEM-PLS

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