Multiple Regression Analysis : Determinant Of Customer Satisfaction Of Pegadaian (Persero) In Indonesia

Abstract

The purpoae of this study is to determine the effect of service and promotional activities with customer satisfaction. To measure the quality of service by using the theory of service quality criteria consisting of physical evidence, reliability assurance, responsiveness and empathy. This research uses quantitative method of descriptive analysis, data collecting technique that is questionnaire, interview and documentation. The sampling technique used random sampling with 72 people informants that is Pawn share customer in Indonesia. The analysis model uses simple linear regression and correlation analysis. The result of research ahowa that service quality influence over customer satisfaction equal to 0,815. And promotion activities to customer satisfaction with 0805. And on the basic of the result it is suggested as follows. Quality of service and promotional activities ahould be improved to maintain customer satisfaction in Sharia Pawn Shops in Indonesia.