The effect of Customer Relationship Management (CRM), service quality, and value creation on customer satisfaction among customers of PT. Pegadaian (Persero) Cisalak Branch - Depok

Andhi Dwy Noviono ()
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Andhi Dwy Noviono: Sekolah Tinggi Ilmu Ekonomi Kusuma Negara

Journal of Economics and Business Letters, 2025, vol. 5, issue 4, 31-37

Abstract: This study investigates how Customer Relationship Management (CRM), service quality, and value creation shape customer satisfaction in a public pawn-based financial institution. Using a quantitative, cross-sectional survey of 125 customers at PT Pegadaian (Persero) Cisalak Branch (Depok), we operationalize CRM, service quality (SERVQUAL dimensions), value creation (product, price, promotion, place), and satisfaction on five-point Likert scales. Bivariate correlations show all three antecedents are positively and significantly associated with satisfaction (p

Keywords: Customer Relationship Management (CMR); service quality; value creation; customer satisfaction; pawn-based finance (search for similar items in EconPapers)
Date: 2025
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DOI: 10.55942/jebl.v5i4.840

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