Analisis Layanan Produk pada PT Pegadaian (Persero) Cabang Ampenan JURNAL PENGABDIAN MAKARYA SEPTEMBER 2025

Abstract

Abstract
This study aims to analyze the product services provided by PT Pegadaian (Persero) Ampenan
Branch, focusing on product variety, service quality, and customer perceptions of these
services. The method used is a qualitative approach with data collected through in-depth
interviews, direct observations, and document studies. This approach allows for a
comprehensive understanding of customers’ experiences, expectations, and challenges faced
in the delivery of Pegadaian’s products. The results indicate that PT Pegadaian Ampenan
Branch offers a fairly complete range of services, including conventional pawn products,
sharia-based products, and gold savings. The service at this branch is considered friendly and
professional; however, there are still challenges related to product socialization and long
waiting times during peak hours. Generally, customers have a positive perception but expect
further education regarding new products. In conclusion, PT Pegadaian Ampenan Branch
needs to improve product socialization and service management to enhance customer
satisfaction and competitiveness. The development of digital services also represents a
potential solution to address current service challenges