RESPON NASABAH PEGADAIAN TERHADAP PESAN PENGINGAT JATUH TEMPO

Nydia  Awahita; Sulastri  Irbayuni

doi:10.51878/community.v6i1.9421

Authors

Nydia Awahita Universitas Pembangunan Nasional Veteran Jawa Timur
Sulastri Irbayuni Universitas Pembangunan Nasional Veteran Jawa Timur

DOI:

https://doi.org/10.51878/community.v6i1.9421

Keywords:

Pesan Pengingat, Tanggal Jatuh Tempo, Respon, Nasabah, WhatsApp

Abstract

PT Pegadaian (Persero) implemented a due date reminder system via WhatsApp as a preventative strategy to encourage customer discipline and minimize the risk of fines. This community service program aimed to optimize the delivery of reminder messages and analyze customer response patterns at the UPC Rewwin unit. The implementation method used a mixed methods approach, combining qualitative analysis to describe the characteristics of customer interactions and quantitative analysis to map the percentage of successful message delivery. The activity stages included data verification through an internal system, sending messages according to a standardized format, and direct response monitoring. The results of the observations showed variations in customer behavior divided into three main categories: active responses through interactive two-way communication, passive responses in which customers only read messages (read-only), and failed delivery due to data infrastructure constraints such as invalid numbers. Although the message delivery rate was high, the level of customer engagement in providing feedback remained relatively low. This indicates that customers are more receptive to receiving information than building social interactions. In conclusion, the effectiveness of the reminder system is highly dependent on the accuracy of the customer database. It is recommended that companies update contact data regularly and implement structured response recording to improve service quality and smooth company cash flow through a more personalized communication approach.

ABSTRAK

PT Pegadaian (Persero) menerapkan sistem pengingat tanggal jatuh tempo melalui aplikasi WhatsApp sebagai strategi preventif untuk mendorong kedisiplinan nasabah dan meminimalisir risiko denda. Pengabdian masyarakat ini bertujuan untuk mengoptimalkan pengiriman pesan pengingat serta menganalisis pola respons nasabah di unit UPC Rewwin. Metode pelaksanaan menggunakan pendekatan campuran (mixed methods), yang menggabungkan analisis kualitatif untuk mendeskripsikan karakter interaksi nasabah dan analisis kuantitatif untuk memetakan persentase keberhasilan pengiriman pesan. Tahapan kegiatan meliputi verifikasi data melalui sistem internal, pengiriman pesan sesuai format terstandar, serta pemantauan respons secara langsung. Hasil pengamatan menunjukkan adanya variasi perilaku nasabah yang terbagi menjadi tiga kategori utama: respons aktif melalui komunikasi dua arah yang interaktif, respons pasif berupa nasabah yang hanya membaca pesan (read-only), serta pengiriman gagal akibat kendala infrastruktur data seperti nomor tidak valid. Meskipun tingkat pengiriman pesan tergolong tinggi, tingkat keterlibatan (engagement) nasabah dalam memberikan umpan balik masih cenderung rendah. Hal ini mengindikasikan bahwa nasabah lebih bersifat reseptif dalam menerima informasi dibandingkan membangun interaksi sosial. Kesimpulannya, efektivitas sistem pengingat sangat bergantung pada akurasi basis data pelanggan. Disarankan agar pihak perusahaan melakukan pemutakhiran data kontak secara berkala dan menerapkan pencatatan respons yang terstruktur guna meningkatkan kualitas layanan serta kelancaran arus kas perusahaan melalui pendekatan komunikasi yang lebih personal.

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