Abstract

Pegadaian is a non-bank financial institution that provides pawn-based services to people who need funds quickly. This study aims to analyze employee performance, identify factors that influence performance, and examine management efforts to improve employee performance at conventional Pegadaian, especially in the service, appraisal, and administrative departments. This study uses a descriptive qualitative approach. Data were collected through observation, interviews, and documentation. Research informants were selected using a purposive sampling technique involving employees in the service, appraisal, and administrative departments, as well as branch managers or supervisors. Data analysis techniques used were data reduction, data presentation, and conclusion drawing. The results of the study indicate that employee performance in all three departments is quite good, despite differences in task types. Employee performance is influenced by skills, work motivation, technology, work environment, career development, training programs, and rewards implemented by management.

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