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All Journal JURNAL MANAJEMEN AGRIBISNIS Briliant: Jurnal Riset dan Konseptual Sains Manajemen:Jurnal Manajemen UNSERA Journal of Economic, Bussines and Accounting (COSTING) Fokus Ekonomi J-MAS (Jurnal Manajemen dan Sains) Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan JURNAL PENDIDIKAN TAMBUSAI Jambura Journal of Educational Management MANAJEMEN DEWANTARA JENIUS (Jurnal Ilmiah Manajemen Sumber Daya Manusia) Revitalisasi : Jurnal Ilmu Manajemen COMMUNITY : Jurnal Pengabdian Kepada Masyarakat KARYA: Jurnal Pengabdian Kepada Masyarakat Al Khidma: Jurnal Pengabdian Masyarakat AJARCDE (Asian Journal of Applied Research for Community Development and Empowerment) Bussman Journal : Indonesian Journal of Business and Management Indonesian Journal of Business Analytics (IJBA) Nautical: Jurnal Ilmiah Multidisiplin Indonesia Formosa Journal of Multidisciplinary Research (FJMR) Padma: Jurnal Pengabdian Kepada Masyarakat International Journal of Economics (IJEC) Prosiding Seminar Nasional Teknologi Informasi dan Bisnis Economos : Jurnal Ekonomi dan Bisnis IIJSE El-Mujtama: Jurnal Pengabdian Masyarakat Jurnal Penelitian Pendidikan Indonesia JER International Journal of Economics, Business and Innovation Research Al-Ijtimā: Jurnal Pengabdian Kepada Masyarakat JHSS (Journal of Humanities and Social Studies) Balance: Jurnal Ekonomi Jurnal Pengabdian Masyarakat Indonesia
Sulastri Irbayuni
Program Studi Manajemen, Fakultas Ekonomi Dan Bisnis, Universitas Pembangunan Nasional “Veteran” Jawa Timur.
Religion Agriculture, Biological Sciences & Forestry Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mechanical Engineering Physics Public Health Social Sciences Other

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RESPON NASABAH PEGADAIAN TERHADAP PESAN PENGINGAT JATUH TEMPO Awahita, Nydia; Irbayuni, Sulastri
COMMUNITY : Jurnal Pengabdian Kepada Masyarakat Vol. 6 No. 1 (2026)
Publisher : Pusat Pengembangan Pendidikan dan Penelitian Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51878/community.v6i1.9421

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.
Co-Authors Abdullah Abdullah Al Kahfi, Mufarrij Awahita, Nydia Bahtiar Kertiyasa Beni Samprastyo Della Widya Pramudita Dwi Ayu Mustikaningsih Dwi setiawan, Rizky Dwiki Hisyamul Mubarok Fachmi Nursyamsi Fadhila, Rina Fansuri, Sufi Hamzah fatmawati, selly Fikry Ardiansyah Pranata Furi Candra Diana Putri Gendut Sukarno Ghassani, Sabila Aisyah Hasinah, Hasinah Heri Pratikto Hesty Prima Rini Ira Wikartika Kartikasari, Cintya Ayu Kusdardjanto, Fakhri Octavian Laili, Khullatul Luky Susilowati Maulani, Allen Mega Cahyono Putera Meiliasari, Ditha Muhadjir Anwar Muhammad Agus Muljanto Muhammad Angga Praditya Muhammad Anis Amaanullah Muhammad Yodha Perkasa Mukti, Aging Sarana Mumtaz, Annisa Nazwa P.P., Jeihan Nilla Tazkia Jumaharta Nirmala, Aida Ayu Natasha Nordianto, Akhmad Farhan Octavian Kusdardjanto, Fakhri Prakusya, Diva Yunieq Putri, Shafira Salsabilla Kemala Rachma Kamila, Sayyidati Hilda Rafif Muhammad Wijdan Ramadhan, Dicky Rangga Saputra Saada, Nurus Shintianingrum, Oktavia Sirajida, Aditya Okta SUGITO Sugito - Syarif Qosim K, Naufal Tien Fitriyah, Mas Anienda Valensiana, Brigita Febi Wiwik Handayani Wiyanti, Fiana Dwi Wulan Retno Wigati Yerinda Ritsi Ramadhani