Exploring the dynamics of digital transformation and service innovation in digital financial services

Abstract

Background: The increasing reliance on digital platforms in financial services has made mobile applications an essential medium for customer interaction and relationship management. PT Pegadaian introduced the Tring! by Pegadaian application to enhance digital service delivery and support financial inclusion. However, shortly after its launch, the application received numerous user complaints related to technical performance. This study aims to analyze user complaints to identify recurring issues and examine the gap between users’ expectations and their actual experiences. Methods: This research employs qualitative content analysis of 300 user reviews collected from the Google Play Store. Guided by the Information Systems Success Model and Customer Relationship Management (CRM) theory, the analysis applies directed content analysis with inductive coding to categorize user complaints into key issue areas, including technical and system performance, access and login problems, complexity/usability, and user feedback. Findings: The findings show that technical and system-related issues are the most frequently reported concerns, followed by access and login problems indicating weaknesses in system reliability and stability. These issues negatively affect user satisfaction and may undermine effective customer relationship management. Conclusion: The study highlights the importance of system quality in shaping digital service experiences and provides practical insights for improving digital financial service performance. Novelty/Originality of this article: This study contributes to the existing IS Success and CRM literature by examining a state-owned enterprise in the midst of digital transformation, a research context that has received limited scholarly attention.