Implementation of Digital Systems in the Pawn Process at PT. Pegadaian Syariah CPS Langsa

Abstract

This study aims to examine how the digital system is implemented in the pawn process at PT Pegadaian Syariah CPS Langsa and the challenges faced by customers in using the Pegadaian Digital Service (PDS) application. This research employed a qualitative method with data collected through interviews with 15 customers who had used the pawn features in the PDS application. The findings indicate that the implementation of the digital system through the PDS application has been running well and provides many conveniences for customers, such as carrying out extension, installment, and redemption transactions without having to queue at the outlet. Customers feel that the pawn procedures are faster, more practical, and more transparent because they can directly see the disbursement amount and the status of the pawned items. However, some obstacles remain, particularly related to internet network disruptions, application system errors, and limited initial understanding among first-time users of the application. These challenges are generally resolved with assistance from Pegadaian staff through guidance from customer service or security officers. Overall, the PDS application is considered very beneficial, though improvements are still needed, especially in system stability and network support. Customers also hope for the development of more comprehensive features and continuous socialization so that more people will become accustomed to using this digital service.