Analysis of Factors Effected to Rahn Public Service Quality At Shari'apawnshop Pekanbaru

Rusby, Zulkifli and Permata, Lolyta and Endah, Septy Puspa and Kadir, Evizal Abdul (2016) Analysis of Factors Effected to Rahn Public Service Quality At Shari'apawnshop Pekanbaru. IJER. ISSN 0972-9380 (Unpublished)

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Abstract

his researchconduct to determine the factors that affect to the quality of services in Rahn Pawn Shop and to know what is the most dominant factors affecting the quality of services at theShari’aRahn Pawnshop Branch, Harapan Raya BranchPekanbaru. Data use in this research is primary data collected, techniques used were a questionnaire. The population in this research is customers who use the services of Rahn and the sample amounted up to 100 respondents, the sampling technique used by means of random sampling. Data analyze using multiple linear regression analysis, where the calculation process using SPSS version 13.0. The results showed the factors that affect to quality of services Rahn is physical evidence (tangible), reliability, responsiveness, assurance, and empathy. These five independent variables together have a significant impact on quality of service Rahn which can be seen the calculated F value is greater than F table (6.645> 3.320). And of the five independent variables, the most dominant factor affecting the quality of services at the Pawnshop Rahn Sharia is a factor assurance that can be seen from the value of t (count) greater than t (table) (4,523>2,036)

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