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

DOI

10.2991/978-94-6239-709-5_69How to use a DOI?

Keywords

Service Quality; Digital Transformation Effectiveness; Servqual; Operational Efficiency; Digital Adaptation

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.

Copyright

© 2026 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Syarifah Kharinnisai
AU  - Wardhani Hakim
PY  - 2026
DA  - 2026/06/20
TI  - Digital Transformation Effectiveness and Service Quality at Pegadaian CP Palangga, Gowa Regency
BT  - Proceedings of the 10th International Conference on Accounting, Management, and Economics (10th ICAME 2025)
PB  - Atlantis Press
SP  - 1008
EP  - 1028
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6239-709-5_69
DO  - 10.2991/978-94-6239-709-5_69
ID  - Kharinnisai2026
ER  -