ANALISIS PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT TRUST DAN SERVICE QUALITY TERHADAP KEPUTUSAN NASABAH DALAM MEMILIH LAYANAN SIMULASI MULIA ARISAN (Studi Kasus PT Pegadaian Syariah Cabang Pasar Wage Purwokerto)

TRI, HANDAYANI (2025) ANALISIS PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT TRUST DAN SERVICE QUALITY TERHADAP KEPUTUSAN NASABAH DALAM MEMILIH LAYANAN SIMULASI MULIA ARISAN (Studi Kasus PT Pegadaian Syariah Cabang Pasar Wage Purwokerto). Skripsi thesis, UIN Prof. K.H Saifuddin Zuhri.

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Abstract

In Indonesia, there are many bank financial institutions and non-bank financial institutions. Along with economic development and the increasing complexity of economic activities in society. The growth and development of financial institutions is also accelerating. In economic development, sharia-based products are increasingly developing in Indonesia, including sharia pawnshops. This study aims to determine the influence of customer relationsip management, trust, and service quality on customer decisions in choosing arisan noble simulation services at PT Pegadaian syariah branch of pasar wage. The method used in this study is quantitative which uses a non-probability sampling technique, namely purposive sampling with multiple linear regression analysis techniques using the SPSS version 16 application. Data was collected by distributing questionnaires and there were 100 respondents who were customers of the noble arisan simulation of PT Pegadaian Syariah Pasar Wage Purwokerto. The results showed that the variables customer relationship management (X1), trust (X2), and service quality (X3) simultaneously had a positive and significant effect on customer decisions (Y) with an Fvalue of 89.430 and a significance value of 0.000. In addition, based on the results of the T Test, it was shown that the variable customer relationship management (X1) had a positive and significant effect on customer decisions with a calculated T value of 3.687, trust (X2) had a positive and significant effect on purchase decisions with a calculated T value of 5.373, and service quality (X3) had a positive and significant effect on purchase decisions with aTcalculated as 2,045.

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