Pengaruh Kualitas Pelayanan Jasa Terhadap Kepuasan Nasabah (Survei Pada Nasabah Perum Pegadaian Kantor Cabang Syariah Tlogomas Malang)

This riset purpose to reveal the simultan influence and the partial influence the customer satisfaction. The type of research in this research is explanatory research. This study is designed to explain the causal influence between the variables of service quality with customer satisfaction. Service quality in this study contain five independent variables. They are tanglible, realibilty, responsiveness, assurance, empaty and the dependent variable customer satisfaction. The number of responden on this rescarch defined are 89 respondents. Based on the results analysis using multiple linear regression analysis can be seen in simultan the independent variables such as tanglible, realibilty, responsiveness,assurance, empaty. They have significance influence on customer satisfaction. The results of the study also show the positive or significance influence to Private Brand Image. Empaty has the greatest influence customer satisfaction with beta of 0,336