Adinda Nurul Rahmalia, . (2025) TINJAUAN KUALITAS LAYANAN DALAM TRANSFORMASI DIGITAL PEGEDAIAN. Tugas Akhir thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
This study aims to examine the digital transformation implemented by PT Pegadaian (Persero) through the Pegadaian Digital Service (PDS) application to improve customer convenience and satisfaction. A quantitative approach was used by distributing questionnaires to 50 respondents who were active customers of the Pegadaian Pondok Labu branch and had been using digital services for more than three months. The analysis results indicate that the majority of respondents gave positive evaluations of the digital services, with high satisfaction levels in terms of information clarity, ease of use, data security, and service speed. A total of 93.2% of respondents selected the “Agree” and “Strongly Agree” categories, indicating that Pegadaian's digital services have been very well received by the public. However, 6.8% of respondents expressed dissatisfaction, particularly regarding the compensation mechanism. Therefore, improvements in service features and complaint handling systems are needed to ensure that Pegadaian’s digital transformation provides a more optimal experience for all customers.
| Item Type: | Thesis (Tugas Akhir) |
|---|---|
| Additional Information: | [No. Panggil: 2210101006] [Pembimbing: Agus Kusmana] [Penguji 1: Diana Triwardhani] [Ketua: Suharyati] |
| Uncontrolled Keywords: | Digital Transformation, Customer Satisfaction, Pegadaian Digital Service, Digital Service Quality, Data Security. |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HG Finance |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Perbankan dan Keuangan (DIII) Fakultas Ekonomi dan Bisnis > Program Studi Perbankan dan Keuangan (DIII) |
| Depositing User: | ADINDA NURUL RAHMALIA |
| Date Deposited: | 22 Aug 2025 03:44 |
| Last Modified: | 22 Aug 2025 03:44 |
| URI: | http://repository.upnvj.ac.id/id/eprint/38618 |
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