Pengaruh Kemudahaan Penggunaan Aplikasi Tring! dan Kualitas Layanan terhadap Kepuasan Konsumen PT Pegadaian  Cabang Palembang UPC 32 Ilir

Gita Avriellia Indriani; Divianto Divianto; Agung Anggoro Seto

doi:10.61132/maeswara.v4i5.2994

Authors

Gita Avriellia Indriani Politeknik Negeri Sriwijaya
Divianto Divianto Politeknik Negeri Sriwijaya
Agung Anggoro Seto Politeknik Negeri Sriwijaya

DOI:

https://doi.org/10.61132/maeswara.v4i5.2994

Keywords:

Tring by Pegadaian application; ease of use; service quality; customer satisfaction.

Abstract

This study aims to analyze the effects of ease of use of the Tring by Pegadaian application and service quality on customer satisfaction at PT Pegadaian Palembang Branch, UPC 32 Ilir. A quantitative approach using an associative survey method was employed. The sample consisted of 90 Tring application users selected through accidental sampling. Data were collected using questionnaires and analyzed through multiple linear regression with the assistance of SPSS software. The results indicate that ease of use has a positive and significant effect on customer satisfaction. Service quality also has a positive and significant effect and demonstrates a relatively stronger influence than ease of use. Simultaneously, both independent variables significantly affect customer satisfaction. The coefficient of determination of 0.635 indicates that ease of use and service quality explain 63.5% of the variation in customer satisfaction, while the remaining 36.5% is attributable to other factors not examined in this study. These findings highlight the importance of developing a user-friendly application and maintaining high-quality services to improve customer satisfaction and enhance the overall customer experience at PT Pegadaian Palembang Branch, UPC 32 Ilir.

Downloads

Download data is not yet available.

References

Adlina, N. A. (2023). Kewenangan penyidikan terhadap tindak pidana di sektor jasa keuangan. Al-Adl: Jurnal Hukum, 15(2), 250. https://doi.org/10.31602/al-adl.v15i2.11088

Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340. https://doi.org/10.2307/249008

Erika, Rizani, N. C., & Saragih, D. G. (2024). Analisis kepuasan pelanggan terhadap pelayanan J&T Express Saribudolok dengan metode SERVQUAL. Presisi, 26(1), 44–49.

Fakhrudin, A., & Roellyanti, M. V. (2026). Advances in service quality measurement: Insights from higher education. Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah, 8(1), 105–120. https://doi.org/10.47467/alkharaj.v8i1.10245

Ghozali, I. (2016). Aplikasi analisis multivariete dengan program IBM SPSS 23. PT Indeks.

Ilyas, M. R., Dirgantara, I. M. B., & Januardi, N. V. (2022). Pengaruh penggunaan aplikasi Pegadaian Digital dan kualitas pelayanan terhadap loyalitas pelanggan dengan kepuasan konsumen sebagai variabel intervening (Studi pada PT Pegadaian (Persero) Kantor Wilayah Semarang). Diponegoro Journal of Management, 11, 1–15.

Kotler, P., & Keller, K. L. (2016). Manajemen pemasaran (Edisi ke-12, Jilid 1–2).

Kurnia, R. A., Nova, T., & Tandijaya, B. (2023). Pengaruh perceived ease of use, perceived usefulness, security, dan trust terhadap intention to use aplikasi Jago. 17(1), 64–71. https://doi.org/10.9744/jmp.17.1.64-72

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.

Putri, F. D., & Artadita, S. (2025). Terhadap kepuasan pelanggan aplikasi Gramedia Digital. 12(6), 6709–6733.

Putri, P. S. P., & Supriadi, Y. (2022). Penerapan sistem aplikasi Pegadaian Digital Service dalam memudahkan nasabah bertransaksi pada PT Pegadaian (Persero) UPC Pagelaran. Jurnal Informatika Kesatuan, 2(1), 29–34. https://doi.org/10.37641/jikes.v2i1.1378

Seke, P. C., Tumbel, T. M., & Mukuan, D. D. (2022). Pengaruh kualitas pelayanan terhadap kepuasan nasabah pengguna aplikasi Pegadaian Digital Cabang Megamas Kota Manado. Productivity, 3(3).

Sucitra, I. D., Pratiknjo, M. H., & Kawung, E. J. (2024). Pengaruh kualitas pelayanan terhadap kepuasan nasabah di PT Pegadaian (Persero) Cabang Pembantu Simpang Limun Medan. Governance: Jurnal Ilmiah Kajian Politik Lokal dan Pembangunan, 10(3), 67–68. https://doi.org/10.56015/gjikplp.v11i3.405

Sugiyono. (2017). Metode penelitian kuantitatif, kualitatif, dan R&D. Alfabeta.

Sugiyono. (2022). Metode penelitian kuantitatif, kualitatif, dan R&D (Edisi ke-2, cetakan ke-4). Alfabeta.