IMPLEMENTASI APLIKASI PEGADAIAN DIGITAL TRING PADA KINERJA OPERASIONAL PT PEGADAIAN (PERSERO) CABANG SUKABUMI

Sesi Liana Sopia Putri, Evi Martaseli, Andri Indrawan

Abstract

The development of information technology has encouraged PT Pegadaian (Persero) to develop the Pegadaian Digital Tring application as an effort to improve the quality of customer services. This study aims to analyze the implementation of the Pegadaian Digital Tring application in improving operational performance at PT Pegadaian (Persero) Sukabumi Branch. This study employed a qualitative method with a descriptive approach. Data were collected through observations, interviews, and documentation involvng the Business Manager, Customer Relation Officer (CRO), Cashier, and customers. The implementation analysis was based on George C. Edward III’s theory, which consists of communication, resources, disposition, and bureaucratic structure, whilw the operational performance analysis adopted Bernardin and Russel’s theory, which includes quality, quantity, timeliness, cost effectiveness, need for supervision, an imterpersonal impact. The results indicate that the umplementation of the Pegadaian Digital Tring application has beeb carried out effectively and has positively contributed to improving operational performance through easier service delivery. Greater work efficiency, improved service quality, and employees independence in providing services to customers. However, several obstacles were still identified, including delays in receiving OTP codes, biometric verification failures, and transaction synchronization issues, which affected service timeliness. Therefore, cntinuous evaluation and system improvement are required to support more effective digital services.

Keywords: Implementation, Tring, Operational Performance, Digital Services, Digital Transformation.