THE EFFECTIVENESS OF USING THE PEGADAIAN SHARIA DIGITAL APPLICATION (PSDS) IN IMPROVING SERVICES AT PEGADAIAN SHARIA (CASE STUDY AT PT. PEGADAIAN SHARIA BRANCH UJUNGBULU, KAB. BULUKUMBA)

Abstract

One measure of business success High customer satisfaction with the company's products and services can be considered as evidence of a strong company performance, which can help it meet the goals that have been set and anticipated. To improve the company's performance in services at sharia pawnshops, use digital applications to perform effectiveness and services in transactions at sharia pawnshops. This application is called the Pegadaian Syariah Digital Service (PSDS) application which is a web and mobile-based digital service from the pawnshop. It may be easier to help consumers and potential customers who need information about pawnshop products thanks to this application. The benefit of this PSDS is that it provides faster services to customers compared to those offered by pawnshops. This study uses a qualitative method. By using measurements with the theory of E-servqual and management functions. And to see the effectiveness is measured by comparing the number of customers before the PSDS application and after the PSDS application. Fultilment, Privacy, Compensation and Contact, these four indicators have been maximally fulfilled in the operational implementation of the Ujungbulu Syariah Pawnshop service. However, there are 3 indicators that have not been achieved, namely, Efficiency, Reliability, and Responsiveness. Then to see the level of effectiveness of the increase in the number of customers, there is no significant difference between the previous PSDS application.