ANALISIS EFEKTIVITAS DIGITAL SERVICE SEBAGAI UPAYA MEMPERTAHANKAN KEBERLANGSUNGAN USAHA PT. PEGADAIAN (PERSERO) CABANG SEPANJANG

Abstract

This research aimed to find out the effectiveness of digital service disclosure and business continuity condition, after having the disclosure of PT. Pegadaian (Persero) Sepanjang. The research was descriptive-qualitative. Moreover, the instruments in the data collection technique used observations, interviews, and documentation. Furthermore, the data were primary obtained from interview were conducted by writers and informants and secondary from PT. Pegadaian (Persero) Sepanajng report. Additionally, the data analysis technique used data reduction, data presentation, and drawing conclusions. The research result concluded that the service which was based on Pegadaian Digital Service (PDS) was a company digital transformation form that had fulfilled 7 dimensions of e-servqual effectiveness, namely efficiency, reliability, fulfillment, responsiveness, contact, privation, and compensation. On the other hand, the digital service disclosure application did not contribute to the increase in the number of companies’ consumers of PT. Pegadaian (Persero) Sepanjang. However, it contributed to the increase in the amount of income. Therefore, this contribution gave benefits to maintaining companies’ business continuity of PT. Pegadaian (Persero) Sepanjang.