Pengaruh Digitalisasi Pelayanan Melalui Pegadaian Digital Service (PDS) terhadap Efektivitas Pelayanan Transaksi di PT. Pegadaian Cabang Basen Yogyakarta
Keywords:
Pegadaian Digital Service (PDS), Digitalisasi Layanan, Efektivitas Layanan, Kepuasan NasabahAbstract
Transformasi digital berperan penting dalam meningkatkan kualitas pelayanan di sektor keuangan.
Penelitian ini bertujuan untuk menganalisis dampak Pegadaian Digital Service (PDS) terhadap efektivitas
pelayanan transaksi di PT Pegadaian Cabang Basen Yogyakarta. Dengan menggunakan metode kualitatif
dan pendekatan deskriptif, data dikumpulkan melalui wawancara dan observasi pada nasabah serta
pegawai. Hasil penelitian menunjukkan bahwa PDS telah meningkatkan kemudahan akses dan kecepatan
transaksi, meskipun masih terdapat kendala teknis serta rendahnya pemahaman nasabah. Temuan ini
mengindikasikan perlunya upaya sosialisasi yang lebih intensif serta perbaikan sistem untuk optimalisasi
layanan digital di masa depan.
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