Proceeding of Conference on Islamic Management, Accounting, and Economics
CIMAE Volume 2, 2019

The impact of service quality dimensions to customer decision in using pawn service in pawnshop based on sharia principle (case study in pawnshop based on syariah principle at branch Semarang)

Khanifatul Ulwiyah (Faculty of Economics, Universitas Wahid Hasyim, Semarang, Indonesia)
Maskudi Maskudi (Faculty of Economics, Universitas Wahid Hasyim, Semarang, Indonesia)
Rosida Dwi Ayuningtyas (Faculty of Economics, Universitas Wahid Hasyim, Semarang, Indonesia)

Article Info

Publish Date
22 Aug 2019


This study aims to determine whether the service quality dimension influences customers' decisions in using pawn services at Islamic Pawnshops. This type of research is survey research with quantitative methods. The population in this study are customers who use the services of PT. Sharia Pegadaian Branch Semarang. The number of customers in 2018 is 3,800  customers.  Samples  obtained  were 97  samples.  The sampling  technique is  simple random sampling. The analytical method used is multiple linear regression analysis. The results of the study stated that sharia compliance, reliability, and physical evidence variables had a positive and significant effect on customer decisions, while the responsiveness, assurance, and empathy variables did not affect customer decisions.

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Journal Info





Economics, Econometrics & Finance Social Sciences


The Conference on Islamic Management, Accounting and Economics (CIMAE) is an annual conference held by Pusat Pengkajian dan Pengembangan Ekonomi Islam (P3EI) Faculty of Economics Universitas Islam Indonesia. It is aimed to facilitate all researchers and academicians to present and publish their ...