Digital Transformation Effectiveness and Service Quality at Pegadaian CP Palangga, Gowa Regency

Syarifah Kharinnisai () and Wardhani Hakim
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Syarifah Kharinnisai: Hasanuddin University
Wardhani Hakim: Hasanuddin University

A chapter in Proceedings of the 10th International Conference on Accounting, Management, and Economics (10th ICAME 2025), 2026, pp 1008-1028 from Springer

Abstract: Abstract The purpose of this study is to examine the effectiveness of digital transformation and service quality at Pegadaian CP Palangga, Gowa Regency. This study uses a qualitative research method to measure the effectiveness of digital transformation and a quantitative method to measure service quality towards customers. The sampling procedure in this study is based on probability sampling. This study uses primary data, and data collection methods include distributing questionnaires to customers and employees and conducting interviews with employees. The results of the study indicate that the effectiveness of digital transformation at Pegadaian CP Palangga, Gowa Regency, shows a very good level of effectiveness. This is based on the aspects studied, namely Customer Experience Metrics, Operational Efficiency, Digital Adaptation Rate, and Employee Productivity, which all yielded positive results. Meanwhile, the quality of service at Pegadaian CP Palangga, Gowa Regency, showed that all dimensions had positive values, indicating that all dimensions of service quality were sufficiently good in terms of customer service quality.

Keywords: Service Quality; Digital Transformation Effectiveness; Servqual; Operational Efficiency; Digital Adaptation (search for similar items in EconPapers)
Date: 2026
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6239-709-5_69

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DOI: 10.2991/978-94-6239-709-5_69

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