Impact of Service Quality on Increasing the Number of Sharia Pawnshop Customers in Aceh
Anwar Puteh *, M. Rasyidin ,, Muhammad Authar ND , Nurul Mawaddah , Yulius Dharma
Faculty of Economics and Business, Universitas Malikussaleh, Aceh, Indonesia Faculty of Economics, Universitas Almuslim, Aceh, Indonesia
Faculty of Agriculture, Universitas Malikussaleh, Aceh, Indonesia Department of Accounting, Politeknik Negeri Lhokseumawe, Aceh, Indonesia Faculty of Economics and Business, Universitas Malikussaleh, Aceh, Indonesia
1 anwarputeh@unimal.ac.id
* corresponding author
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
A R T I C L E I N F O A B S T R A C T
Article history Received 18 May 2022 Revised 10 June 2022 Accepted 29 July 2023
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.
This is an open access article under the CC–BY-SA license.
Keywords
Tangibles, Empathy, Responsiveness, Reliability Assurance
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.
Fig. 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 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
2. 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
3. Results and Discussion
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
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
Responsiveness 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.
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
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 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)
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
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.
4. Conclusion
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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