ANALISIS PERBANDINGAN TINGKAT KEPUASAN NASABAH PADA PEGADAIAN SYARIAH DAN PEGADAIAN KONVENSIONAL (Studi Kasus pada Pegadaian UPS Sibuhuan dan Pegadaian UPC Sibuhuan)

Abstract

This thesis aims: (1) to find out how the level of customer satisfaction with the performance of UPS Sibuhuan Pawnshop. (2) to find out how the level of customer satisfaction with the performance of UPC Sibuhuan Pawnshop. (3) to find out how to compare the level of customer satisfaction at UPS Sibuhuan Pawnshops and UPC Sibuhuan Pawnshops. The type of research used is quantitative research with a correlational approach, namely testing and analyzing comparisons of customer satisfaction levels which have two variables, namely variable X (Comparative Analysis) and one variable Y (Customer Satisfaction) at UPS Sibuhuan Pawnshop and UPC Sibuhuan Pawnshop. Data was taken from the results of distributing questionnaires to 15 customers of UPS Sibuhuan Pawnshop and 15 customers of UPC Sibuhuan Pawnshop. Based on the results of research conducted that: (1) The level of customer satisfaction with the performance of UPS Sibuhuan Pawnshop in accordance with questions 1-7 on Variables X and Y is classified as good performance. (2) The level of customer satisfaction with the performance of the Sibuhuan UPC Pawnshop in accordance with questions 1-7 on Variables X and Variable Y is very good performance. (3) Comparative analysis of customer satisfaction levels at UPS Sibuhuan Pawnshops and UPC Sibuhuan Pawnshops of 0.581 or 58.1% and 41.9% is influenced by other factors.