Tia agustina, NIM.: 22108030082 (2026) PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP LOYALITAS NASABAH MELALUI KEPUASAN NASABAH PADA PEGADAIAN SYARIAH DI DAERAH ISTIMEWA YOGYAKARTA. Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.
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Text (PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP LOYALITAS NASABAH MELALUI KEPUASAN NASABAH PADA PEGADAIAN SYARIAH DI DAERAH ISTIMEWA YOGYAKARTA)
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Text (PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP LOYALITAS NASABAH MELALUI KEPUASAN NASABAH PADA PEGADAIAN SYARIAH DI DAERAH ISTIMEWA YOGYAKARTA)
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Abstract
This study aims to analyze the influence of service quality and product quality on customer loyalty through customer satisfaction at pegadaian syariah In the Special Region of Yogyakarta. The study employs a quantitative approach using purposive sampling to select 100 respondents. Data analysis was conducted using Structural Equation Modeling-Partial Least Squares (SEM-PLS) with the aid of SmartPLS 4. The results indicate that service quality and product quality have a positive and significant effect on customer satisfaction. Service quality also has a positive and significant effect on customer loyalty, whereas product quality does not have a significant direct effect on customer loyalty. Furthermore, customer satisfaction has a positive and significant effect on customer loyalty. These findings demonstrate that customer satisfaction plays a crucial role in enhancing customer loyalty at Pegadaian Syariah. Therefore, continuous efforts to improve service quality and product quality are necessary to foster satisfaction and maintain customer loyalty.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information / Supervisor: | Muhfiatun, S.E.I., M.E.I. |
| Uncontrolled Keywords: | Kualitas Pelayanan, Kualitas Produk, Kepuasan Nasabah, Loyalitas Nasabah, Pegadaian Syariah |
| Subjects: | 600 Sains Terapan > 650 Business/Bisnis > 658.15 Manajemen Keuangan |
| Divisions: | Fakultas Ekonomi dan Bisnis Islam > Manajemen Keuangan Syariah (S1) |
| Depositing User: | Muh Khabib |
| Date Deposited: | 11 Sep 2026 09:26 |
| Last Modified: | 11 Sep 2026 09:26 |
| URI: | http://digilib.uin-suka.ac.id/id/eprint/78117 |
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