Effect of Service Based Online Passion and Employee Performance to Employee loyalty at PT. Pegadaian Syariah Cluster Surabaya

Dwi  Ermayanti Susilo; Erminati  Pancaningrum; Yuniep  Mujati Suaidah; Nurali; Rachyu  Purbowati

Dwi Ermayanti Susilo Universitas PGRI Yogyakarta
Erminati Pancaningrum
Yuniep Mujati Suaidah Universitas PGRI Yogyakarta
Nurali Universitas PGRI Yogyakarta
Rachyu Purbowati Universitas PGRI Yogyakarta

Abstract

The purpose of this research to know and explained the effect of service based online
passion and employee performance to employee loyalty at PT Pegadaian Syariah cluster
Surabaya. This research method used a kind of explanatory research with quantitative approach.
All customers at PT Pegadaian Syariah Surabaya a number of 15.791 persons, with the number
of samples used was 99 respondents. Sampling used accidental sampling. Independent variable
was a service based online passion (X1), Employee performance (X2) and the dependent
variable was customer satisfaction (Y). Data analysis used the method of multiple linear
regression analysis. Based on the research result, that show service based online passion had an
effect on customer satisfaction at PT Pegadaian Syariah Surabaya and employee performance
had an effect on customer satisfaction at PT Pegadaian Syariah Surabaya.