PENGARUH KUALITAS PRODUK DAN KEPERCAYAAN PELANGGAN TERHADAP KEPUTUSAN PEMBELIAN MELALUI KEPUASAN PELANGGAN PADA PT. PEGADAIAN

Abstract

The Influence of Product Quality, Customer Trust on Purchasing Decisions through Customer Satisfaction at PT. Pegadaian Madiun Area Office, The purpose of this study is to test and analyze the Effect of Product Quality, Customer Trust on Purchasing Decisions through Customer Satisfaction at PT. Pegadaian Madiun Area Office. Sampling method using Purposive Sampling. The number of samples used in this study was 100 respondents of PT. Pegadaian Madiun Area Office. The scope of this study is only on variables related to Product Quality, Customer Trust which directly or indirectly affect Purchasing Decisions through Customer Satisfaction. The approach of this study is the Quantitative approach method. This research data analysis technique uses the Partial Least Square (PLS) method with the SmartPLS application program Version 4.00 which includes the process of designing the Inner Model structure model, outer model structure model and Hypothesis testing (Resampling Bootstrapping). The results of the study found that there is no direct effect of Product Quality on Customer Satisfaction at PT. Pegadaian Madiun Area Office. There is a direct influence of Customer Trust on Customer Satisfaction at PT. Pegadaian Madiun Area Office. There is a direct influence of Product Quality on Purchasing Decisions at PT. Pegadaian Madiun Area Office. There is a direct influence of Customer Trust on Purchasing Decisions at PT. Pegadaian Madiun Area Office. There is a direct influence of Purchasing Decisions on Customer Satisfaction at PT. Pawnshop Madiun Area Office. There is no indirect influence of Product Quality on Purchasing Decisions through Customer Satisfaction at PT. Pegadaian Madiun Area Office. There is an indirect influence of Customer Trust on Purchasing Decisions through Customer Satisfaction at PT. Pegadaian Madiun Area Office