Tinjauan Atas Kualitas Pelayanan Produk KCA Pada PT Pegadaian Cabang Bogor

Abstract

This discussion is entitled Overview of the service quality of KCA products at PT Pegadaian (Persero) Bogor Branch. The purpose of this discussion is to determine the service quality of KCA products on customer satisfaction, either jointly or partially at PT Pegadaian (Persero) Bogor Branch. Based on the results of this discussion, the quality of service consisting of reliability, certainty, reality, empathy, and responsiveness has a significant influence on consumer satisfaction. The results of the discussion show that service quality which consists of reliability, assurance, empathy, tangible, and responsiveness together has a positive influence.