International Journal of Islamic Economics and Finance (IJIEF) Vol. x(x)
Impact of Service Quality on Increasing the Number of Sharia Pawnshop Customers in Aceh
Anwar Puteh1*, M. Rasyidin2,, Muhammad Authar ND3, Nurul Mawaddah4, Yulius Dharma5
*) Corresponding email: anwarputeh@unimal.ac.id
Abstract
This study examines the effect of service quality on increasing the number of Sharia Pawnshop customers in Aceh Province. Service quality indicators are Tangibles, Empathy, Responsiveness, Reliability and Assurance. This study used primary data which were the results of the distribution of questionnaires to Sharia Pawnshop customers in Aceh Province as many as 100 respondents. Data analysis used multiple linear regression analysis. The results found that all service quality variables such as Tangibles, Empathy, Responsiveness, Reliability and Assurance had a positive and significant effect on increasing the number of Sharia pawnshop customers in Aceh Province. This proves that PT. Sharia Pawnshop (PT. Pegadaian Syariah) must pay attention to and improve the quality of services to increase the number of people, especially those in Aceh Province to become customers of the pawnshop and most importantly maintain the current number of customers.
Keywords: Tangibles, Empathy, Responsiveness, Reliability dan Assurance JEL Classification : B26, D53, E44, G30, H54
Type of paper: Research Paper.
@ IJIEF 2021 published by Universitas Muhammadiyah Yogyakarta, Indonesia
1 Faculty of Economics and Business, Universitas Malikussaleh, Aceh, Indonesia 2 Faculty of Economics, Universitas Almuslim, Aceh, Indonesia 3 Faculty of Agriculture, Universitas Malikussaleh, Aceh, Indonesia
4 Department of Accounting, Politeknik Negeri Lhokseumawe, Aceh, Indonesia 5 Faculty of Economics and Business, Universitas Malikussaleh, Aceh, Indonesia
Journal of Islamic Accounting and Finance Research
1. Introduction
The development of the current era, sometimes makes some people have obstacles in carrying out their lives. Constraints that are often faced are economic limitations. This condition causes many among our society to look for other alternatives to be able to assist in obtaining a number of funds quickly and halal such as pawning. People who need urgent funds switch to the product distribution of financing funds PT. Sharia pawnshops (Persero) based on sharia through financing with a sharia pawn system, where customers will only be burdened with administrative costs and the cost of deposit services and maintenance of collateral goods (ijarah).
According to Article 1150 of the Civil Code, a pawn is a right obtained by a person who owes a debt to a movable property, which is handed over to him by a debtor or by a person on his behalf, and which gives power to the person who owes the debt to take payment from the debtor. The item takes precedence over other debtors; with the exception of the cost of auctioning the item and the costs that have been incurred to save it after the item is pawned, which costs should take precedence. With a pawn business, people don't need to be afraid of losing their valuable goods and the amount of money they want can be adjusted to the price of the guaranteed goods. Companies that run pawn business are called sharia pawnshop companies and officially the only pawn business in Indonesia is only carried out by sharia pawnshops (Kasmir, 2009). People who generally have low incomes can obtain loans from sharia pawnshops by pledging their movable goods and if the term of the agreement expires and the people who act as borrowers or credit recipients cannot pay off their loans, the sharia pawnshop has the right to sell the collateral goods by auction. Martono, 2010).
According to Puspita and Rahayu (2013), Sharia Pawnshop is one of the credit institutions that has a specific purpose, namely as an institution that distributes loan money on the basis of the law of pawning to prevent the practice of bonded labor, illicit sharia pawnshops, usury, and other unnatural loans. Sharia Pawnshop is one of the State-Owned Enterprises (BUMN) which is one of the government's means in improving the people's economy which is expected to help increase people's income and welfare. Therefore, many people choose sharia pawnshops as solution when they face with a sudden need for economic needs, because the products owned by sharia pawnshops are different from conventional pawnshop products in general. In addition to serving the public interest, sharia pawnshops also aim to earn profit, sharia pawnshops continue to strive to increase income, the more income they get, the more credit that can be distributed to their customers. This indicates that the income variable is directly proportional to the credit extended to the community. The greater the income obtained, the greater the funds or credit that can be given to the wider community (Puspita and Rahayu, 2013).
Increased profit can be interpreted as a measure of the success of the company concerned, whether it is progressing or developing, if its profit decreases, the branch or company will not achieve its goals or mission (Wahyudi, 2008). In the case of sharia pawnshops which have the opportunity to take existing opportunities, in order to increase the amount of profit, efforts are being made to work on potential new market shares and increase the number of estimates. As a company and financial institution, the income earned by the sharia pawnshop can also be determined by how much financing is distributed, the higher the sharia pawnshop's income as a company and financial institution.
Figure 1 Sharia Pawnshop Income in Prov. Aceh
PT Sharia Pawnshop of Aceh Province is a non-bank financial institution that continued to target an increase in turnover of IDR 748 billion in 2022, meaning that it exceeded the achievement in 2021 and then around IDR 634 billion were turnover for Aceh in 2021 and is among the best in Indonesia. The pawnshop hopes that the target is believed to be achieved, because the potential is quite large. Even though the number of customers is still small compared to the population of Aceh, which is around 5.3 million people, with around 70 thousand customers. When compared to Aceh's population of around five million, the new market is an effort to increase turnover even better in the future. In terms of income, PT. Sharia pawnshops have increased every year. This shows that the development of sharia pawnshops is getting better among the people. However, the increase in sharia pawnshop income is certainly driven by several factors, such as increasing the number of customers.
PT. Sharia pawnshops are faced with problems from outside the company that can affect the determination of the pawnshop's income. Problems like this are also referred to as external factors, in external factors there are several things that must be considered, namely economic conditions, whether through monetary policy, the amount of financing and the number of customers. Furthermore, this study uses three factors that affect income including the number of customers, the price of gold and financing. The reason the researcher uses these three variables is because based on previous studies there are still contradictory results with the conclusions of different research results, besides that it is also based on the initial data obtained that there has been an increase in income every year for the last five years, so it is interesting to study the causes or factors driving the occurrence increase in pawnshop income.
The external factor that is thought to affect the sharia pawnshop income is the number of customers. The number of customers according to Dewi, (2017) is how many customers are
SHARIA PAWNSHOP INCOME
obtained by Pawnshop, the higher the number of customers of PT. Sharia pawnshops will further increase the pace of the company's business. Sharia pawnshops try to attract as many customers as possible by improving service quality, increasing funds, expanding lending, and other services. The number of customers affects the sharia pawnshop income, where the company must be able to sell trust and services to attract as many customers as possible by improving service quality, increasing funds and other services. Conversely, if the company is not able to convince customers, it will have an impact on the sharia pawnshop income at PT. Sharia pawnshops which are going down. The results of Mawardi's research (2019) concluded that the number of customers has a positive effect on sharia pawnshop income.
Apart from the number of customers, the external factor that is thought to affect the sharia pawnshop income is the price of gold. The goods that are used as collateral for the most popular pawn are gold (Ermawati, 2013). The gold price that continues to increase has an impact on increasing pawnshop income. The increase in the price of gold makes the estimated value of collateral also increases. So that most of the loans in each group are in the form of gold. As a result, fluctuations in gold prices greatly affect the income of sharia pawnshops (Aziz, 2013). The price of gold does not only depend on the supply and demand situation, but also on the overall economic situation. Economic situations that often affect gold prices include rising inflation beyond what is expected, changes in exchange rates, financial panic, oil prices rise significantly, demand and supply for gold, world political conditions, global economic situation and interest rates (Suharto, 2013).
The increase in the price of gold has a positive impact on financing, in this case when the price of gold increases it will also increase the estimated financing that can be disbursed by Sharia pawnshops to customers so that customers will get large amounts of money, meaning that the higher the price of gold, the higher financing that will be distributed to customers.
Furthermore, the third factor that affects income is financing. According to Rivai and Arifin (2010), financing is funding provided by a party to another party to support planned investments, either by themselves or by institutions. Soemarso (2009) stated that the greater the financing provided, the greater the profit that will be obtained by the pawnshop, the amount of financing and the profit obtained shows that a company's financial performance is good. This is supported by research conducted by Diana (2016) that gold pawn financing and Ar-rum financing affect the profit of Sharia pawnshops in Indonesia. Salim, et al (2015) concluded that Ar-rahn's financing has an effect on the net profit of PT. Palembang sharia pawnshop, so it can be stated that if Ar-rahn's financing increases or decreases, net income will also increase or decrease.
II. Literature Review 2.1. Service Quality Model
Service quality is basically centered on how employees as service providers provide services to service users (customers) in an effort to meet customer needs and desires as well as suitability and accuracy in delivering information to customers. In general, service quality is seen as the
output of the service delivery system (pure service system). Service quality is related to customer satisfaction. Thus, the service quality is how to create perceptions in the minds of customers. The Service Quality Model (SERVQUAL Model) was developed by Zeithaml, Parasuraman and Berry in 1988. The SERVQUAL method serves to capture and measure the service quality perceived by customers. Initially, this model emphasized the development of a quality system in the area of product quality. As time goes by, it becomes increasingly important to improve service quality and competitive advantage for organizations (Zeithaml, Berry, & Parasuraman, 1996).
This SERVQUAL framework model can be used to expose and overcome deficiencies in the services provided (Ghotbabadi, Baharun, & Feiz, 2012). One way that can be done is using GAP Analysis. This analysis can compare the expected service quality and the service quality actually experienced. Quality can be measured based on consumer perceptions by analyzing external consumer needs and their relationship to the natural quality of service by customers. For this reason, companies must focus on consumer needs and not on measurement systems or organizational perceptions. To determine the needs of consumers, companies must be able to see the gap between expectations and actual services that consumers experience. The SERVQUAL Model identifies five gaps (GAPs) that can arise between customer needs and the services offered by the company, namely the knowledge gap, the standard gap, the delivery gap, the communication gap and the satisfaction gap.
Initially Parasuraman, Zeithaml, and Berry suggested ten dimensions for service quality but after several studies were conducted, they reduced to five dimensions for the service quality model. The SERVQUAL model is based on the difference between perceptions and expectations of service quality through five dimensions, namely Tangibles, Empathy, Responsiveness, Reliability and Assurance (Ghotbabadi, Baharun, & Feiz, 2012).
Figure 1. Five Dimensions of Service Quality (Servqual) Model
2.2. Previous Studies
In a study conducted (Kumar, Kee, & Charles, 2010) said that there are five factors that increase bank customer loyalty and retention. The factors are empathy, tangibility, responsiveness, reliability, and assurance that significantly predict customer satisfaction. Meanwhile (Cudjoe, Anim, & Nyanyofio, 2015) in his study conducted in Ghana in the banking industry explained that service quality practices can lead to customer satisfaction. Therefore, banks must be able to ensure how good service quality leads to customer satisfaction. Meanwhile (Ujakpa, et al., 2017) tested customer satisfaction in the banking sector using the SERVQUEL model and Ecobank Ghana Limited in Ghana. The research revealed that customer expectations exceed customer expectations. Interpretation of the results using disconfirmation theory that customers are generally not satisfied with the quality of service that customers receive from the bank. Ecobank Ghana Limited does not fully meet customer expectations and needs to do more to improve the quality of its services in order to satisfy customers in order to remain competitive.
(Ghotbabadi, Baharun, & Feiz, 2012) said that service quality is the best tool for marketing managers to find and analyze information about needs and wants, and customer perceptions of services. Such information will help managers to identify problems and create strategic plans to improve efficiency, profitability and overall performance with quality. While Chatterjee, et.
al. (2022) said that the SERVQUAL model was used to measure the dimensions of service quality and its importance to customer satisfaction in the banking industry. This study used a combination of qualitative and qualitative methods to measure service quality. The results revealed that servqual has an effect on airline customer satisfaction. For that how important it is to use a comparative method of these dimensions in creating customer satisfaction.
Othman and Bunag (2021) in their study used five dimensions of the SERVQUAL model which were associated with service quality characteristics and were able to influence homestay customer satisfaction, namely tangible, empathy, responsiveness, reliability, and assurance.
Quantitative methods and distributing questionnaires as many as 384 to respondents who are local tourists. The results of his research found that the dimensions of tangibles, empathy, responsiveness, reliability, and assurance had a positive relationship to customer satisfaction.
There are two main dimensions that most influence homestay customer satisfaction, namely reliability and assurance. Customer satisfaction is influenced by the treatment received while dealing with homestay employees. Friendly and courteous homestay workers make customers happy and comfortable getting help when needed. Homestays that provide services efficiently without any errors from the start can also affect the level of customer satisfaction. Every homestay manager who cares about the five dimensions and implements them in homestay services will try to improve and maintain the image quality as the best homestay.
2.3. Conceptual Framework
Service quality has a vital advantage in the use of innovative products and services because technological innovation can make life synchronized and effective. The service quality model can present preferences for technology customers for the better. The service quality model is a framework for conceptualizing and measuring service quality for customers. In this study, we define the Servqual model with five dimensions of service quality (Tangibles, Empathy, Responsiveness, Reliability and Assurance). These dimensions are important and tend to lead to the user's inclination towards the Service to the customer. This study contributes to research on service quality by developing a comprehensive framework for understanding customer quality. This research will advance the understanding of service quality in the service sector, especially Sharia pawnshop.
The SERVQUAL model was developed by Parasuraman, Zeithaml, and Berry in 1985 to measure and promote service quality and retail sectors. The SERVQUAL model is a framework for measuring service quality and customer satisfaction through the five dimensions of reliability, responsiveness, assurance, tangibles, and empathy. The SERVQUAL model helps bridge the gap in perception between what companies believe in providing services to customers and what customers expect, want, or need during customer service. For this reason, in this study, we examine the dimensions of service quality using the five dimensions returned by Parasuraman, Zeithaml, and L Berry. The conceptual framework can be seen in the Figure below:
Figure 2. Conceptual Framework
III. Methodology 3.1. Data
The data used in the research was primary data which is the result of distributing questionnaires to 100 respondents. Respondents were customers of PT. Sharia Pawnshop in Aceh Province.
Tangibles
Empathy
Number of Customers
Service Quality Responsiveness
Reliability
Assurance
3.2. Diagnostic Test Data
1. Data Validity and Reliability Test
Validity according to Sugiyono (2016) showed that the degree of accuracy between the data that actually occurs on the object and the data collected by researchers to find the validity of an item. We correlate the item score with the total of these items. If the coefficient between the items and the total items is equal to or above 0.3, the item is declared valid, but if the correlation value is below 0.3, the item is declared invalid. The minimum requirement to be considered a valid instrument item is a valid index value with validity index value 0.3 (Sugiyono, 2016). While the reliability test is the extent to which the measurement results using the same object will produce the same data (Sugiyono, 2016). If the correlation is 0.7, it is said that the item provides a sufficient level of reliability, on the other hand, if the correlation value is below 0.7, it is said that the item is less reliable.
2. Classic assumption test
Classical assumption test is a test of statistical assumptions that must be met in multiple linear regression analysis based on Ordinary Least Square (OLS). This test is conducted to determine whether the statistical model used is appropriate for the condition of the observation data. When the assumptions are not met, researchers usually use various solutions so that the assumptions can be fulfilled, or switch to a better method so that the assumptions can be resolved. The assumption test carried out is the normality test, multicollinearity test, and heteroscedasticity test.
3.3. Method
Bog and Biklen explained that data analysis is a systematic process of searching and compiling data through interview transcripts, field notes, and documentation which accumulates to increase the researcher's understanding of what is found (Usman and Akbar, 2009). The formulation is as follows:
Y = aX1 + b2 X2+ b3 X3+ b4 X4+ b5 X5+e Explanation:
Y = Number of Sharia Pawnshop Customers X1 = Tangibles
X2 = Emphaty X3 = Responsiveness X4 = Reliability X5 = Assurance IV. Results and Analysis 4.1 Results
This study uses primary data collected by distributing questionnaires to respondents, namely 100 respondents of Sharia pawnshop customers in Aceh Province. The following is a description of 100 respondents. The number of male respondents were 57 people and 43 people were female. Respondents aged less than 20 years were 3 people and those aged 21-30 years were 62 people. 21 people aged 31-40 years and those aged 41-50 years totaled 11.
While respondents aged more than 50 years were 3 people. The majority of sharia pawnshop customers of Aceh Province came from entrepreneurs and teachers totaling 24 and 22 people, respectively. While 15 people were from students and who worked as civil servants were 10 people, BUMN were 8 people and the remaining were 21 people who worked outside the fields mentioned. Respondents have been customers of Aceh Sharia pawnshops between 4 – 14 years
4.2. Research Instrument Test
The testing of this research instrument was carried out by testing the validity and reliability of the data. Validity in research states the degree of accuracy of research measuring instruments to the actual content or meaning being measured. (Sitinjak and Sugiarto, 2006).
The validity test will test each of the variables that will be used in this study. The following are the results of the validity test of the TERRA Effect variable (Tangibles, Empathy, Responsiveness, Reliability, Assurance) on Bank Muamalat Customer Loyalty with 100 samples of respondents.
Table 1. Data Validity Test
Variable
Corrected Item-Total
Correlation Explanation
Tangible 1 0,659 Valid
2 0,689 Valid
3 0,549 Valid
Reliability 1 0,790 Valid
2 0,674 Valid
3 0,665 Valid
4 0,679 Valid
Responsivenes
s 1 0,760 Valid
2 0,754 Valid
3 0,779 Valid
4 0,786 Valid
5 0,707 Valid
Assurance 1 0,702 Valid
2 0,892 Valid
3 0,736 Valid
Empathy 1 0,695 Valid
2 0,679 Valid
3 0,891 Valid
Customer 1 0,776 Valid
2 0,773 Valid
3 0,760 Valid
4 0,770 Valid
5 0,764 Valid
The given table shows that each question item for each variable has valid criteria for all statement items based on the significance criteria which can be said to be valid if the significance value is less than 0.05 and rcount is greater than rtable, namely 0.361. The researcher got an rtable value of 0.361 using the formula df = n -2, so 30 – 2 = 28 and found a value of 0.361 as rtable.
Reliability Test
A measuring instrument is said to be reliable if the measuring instrument shows the same results for different times in measuring a symptom. So no matter how many times it is taken/used it will remain the same (Suharsimi Arikunto, 2002: 154). One of the most commonly used reliability calculation methods is Cronbach's Alpha (Rochaety, 2009). A construct or variable is said to be reliable if it gives a Cronbach Alpha value > 0.70 (Ghozali, 2016). The results of the questionnaire reliability test for 100 respondents can be seen in the table below:
Table 2. Data Reliability Test
Variable Cronbach’s Alpha N of Item
Tangibles (X1) 0,870 3
Emphaty (X2) 0,874 3
Responsiveness (X3) 0,850 4
Reliability (X4) 0,884 5
Assurances (X5) 0,871 3
Numbers of Customer (Y) 0,854 5
Based on the given table, the Cronbach's Alpha value of the Tangibles, Empathy, responsiveness, Reliability and Assurance variables and the number of customers showed a value of > 0.70 which was 0.710 which means that the Tangibles variable is said to be reliable.
4.3. Classic assumption test Multicollinearity Test
Multicollinearity testing can be done by looking at the values of Tolerance and Variance Inflation Factor (VIF) and the amount of correlation between independent variables. The following are the results of the multicollinearity test:
Table 3. Multicollinearity Test
Variable Collinearity Statistics
Tolerance VIF
Tangibles 0,791 1,446 Emphaty 0,697 1,393 Responsiveness 0,683 1,594 Reliability 0,702 1,408 Assurance 0,752 1,501
Based on table 4 when looking at the results of the calculation of the Tolerance value above, it showed that the Tolerance value was less than 0.10 (<10), including Tangibles (0.791), Empathy (0.697), Responsiveness (0.683), Reliability (0.702) and Assurance (0.752). While the VIF results showed a VIF value of more than 10 (> 10), including Tangibles (1.446), Empathy (1.393), Responsiveness (1.594), Reliability (1.408), and Assurance (1.501). The results above indicate that there is no multicollinearity.
Heteroscedasticity Test
Heteroscedasticity test aims to test whether in the regression model there is an inequality of variance from the residuals of one observation to another observation. If the variance from the residual of an observation to an observation remains, it is called Homoscedasticity and if it is different, it is called Heteroscedasticity. A good regression model is one with homoscedasticity or no heteroscedasticity (Ghozali, 2016). By looking at the random distribution of points both above and below the number 0 from the Y axis, it can be concluded that there is no heteroscedasticity in this regression model. The next test uses the Glejser test for a more valid test, by regressing the absolute residual value with the independent variable. If the significance level is > 5%, the data is having no heteroscedasticity (Ghozali, 2013)
.
Table 1. Glejser Test
Normality test
The normality test aims to test whether the regression model, the independent variable, the dependent variable, or both have a normal distribution or not. One of the easiest ways to see the normality of the residuals is to look at a graph of statistical test on this normality test. The author uses a statistical normality test with the Kolmogorov-Smirnov Statistic Test at an alpha of 5%. If the significant value of the Kolmogorov-Smirnov test is greater than 0.05, it means that the data is normal, otherwise the data is not normally distributed. Based on the statistical test of normality in the table below, it showed a significant value of 0.217 > 0.05, so it can be concluded that the data is normally distributed.
Table 4. Kolmogorov-Smirnov Test Value
Test Statistic 1.003 Asymp. Sig. (2-tailed) [0.217]
The normality test indicated a probability value of 0.217 (greater than the 5% alpha value) and therefore we do not reject the hypothesis and the residuals are normally distributed.
Table 5 : Estimation of Regression
Variable Coefficient
Tangibles (X1) 0,3040***
0,1170 2,5983
Emphaty (X2) 0,4170***
0,2010 2,0746
Responsiveness (X3) 0,2710***
0,1040 2,6058
Reliability (X4) 0,3970***
0,1030 3,8544
Assurance (X4) 0,2390**
0,1200 1,9917 Note: **, and *** are 5% and 1% of significant levels.
The results of the study proved that tangibles, empathy, responsiveness, reliability and assurance have a positive and significant effect on the increase in the number of customers at the Sharia Pawnshop in Aceh Province. Pawnshop needs to increase customer satisfaction, not only to retain its customers, but also to attract new customers. Customer satisfaction will spread the information to others (friends, family or colleagues). Sharia pawnshop is a service industry that is full of Sharia regulations and is dynamic both in terms of competition with banks because it provides several of the same products. In order to increase the number of customers, the pawnshop must provide maximum service and various types of products to meet the interests and needs of customers. Improving the service quality can increase the number of customers, will make customers stay and may recommend to others to become pawnshop customers. Optimal service quality will increase the number of customers, so as to increase income and ultimately increase the profits obtained by the pawnshop. Pawnshop continues to improve service quality in order to survive in an increasingly competitive service industry environment. By using a good quality service strategy, it will certainly be able to retain customers. The service quality provided to customers requires efforts from the pawnshop to provide satisfaction to customers as a measure of success or failure in maintaining and increasing customers.
I. Conclusion and Recommendation
The results of this study found that the variables of tangibles, empathy, reliability, responsiveness, and assurance have a positive and significant impact on the increase in the number of sharia pawnshop customers in Aceh Province. Customers are satisfied with the services and facilities received when using the pawnshop, even the supporting facilities provided are appropriate and even exceed what the customers expect, so that customers are interested in always using the pawnshop product. If tangibles, empathy, reliability, responsiveness, and assurance provided are increased, the number of customers will be increased. To improve service by increasing the number of counter/teller openings so as customers can be served quickly, so that customers do not have to queue or wait too long.
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