Analisis Pemanfaatan Aplikasi Pegadaian Digital Service (PDS) Dalam Meningkatkan Kualitas Pelayanan di PT. Pegadaian (Persero) Cabang Medan Sunggal Upc Amal

Abstract

The development of digital technology encourages various service sectors, including non-bank financial institutions such as PT. Pegadaian (Persero), to improve the quality of service through digital innovation. One of these innovations is the launch of the Digital Pawnshop Application (PDS) application which aims for customers to access services online, without having to come directly to the office. This study aims to analyze the extent to which the use of the PDS application can improve the quality of service to customers. This study uses a qualitative method with the type of data source used is primary data with data collection techniques through observation, direct interviews with employees and customers and documentation. The results of the study show that the PDS application has a positive impact on improving the quality of service. especially in terms of speed and ease of access to services. Customers can make transactions such as checking balances, extending pawn, and paying installments through the application independently.