Pengembangan Sistem Informasi E-Complaint (Studi Kasus Grapari Telkomsel Malang)

Adnan, Muhammad (2017) Pengembangan Sistem Informasi E-Complaint (Studi Kasus Grapari Telkomsel Malang). Sarjana thesis, Universitas Brawijaya.

Abstract

Salah satu tujuan GraPARI Telkomsel Malang adalah untuk memberikan pelayanan dalam penanganan komplain pelanggan. Penerimaan komplain dapat dilakukan dengan beberapa cara, diantaranya adalah melalui mesin My GraPARI, call center dan datang langsung ke kantor GraPARI. Penerimaan komplain pelanggan melalui mesin My GraPARI atau pun melalui call center dinilai belum memenuhi kebutuhan, mengingat jumlah mesin My GraPARI yang terbatas yang hanya tersedia satu unit di kota Malang. Sedangkan untuk penanganan komplain yang membutuhkan penanganan lebih lanjut, call center dirasa belum mampu menangani secara maksimal dikarenakan setiap proses penanganan harus diinformasikan langsung kepada pelanggan. Maka untuk menjawab permasalahan di atas, dapat diberikan solusi sebuah pengembangan sistem informasi sebagai salah satu bentuk penerapan dari konsep Customer Relationship Management (CRM) Operational yang ditujukan untuk menerima komplain dari pelanggan. Metode yang digunakan dalam pengembangan sistem adalah menggunakan waterfall model yang meliputi beberapa tahapan pengembangan, diantaranya: analisis kebutuhan, perancangan, implementasi dan pengujian. Pengujian sistem dilakukan dengan beberapa jenis pengujian, diantaranya: pengujian black-box, compatibility, pengujian web service dan evaluasi sistem menggunakan pendekatan utility system. Dari hasil pengujian secara keseluruhan dapat disimpulkan bahwa fitur-fitur pada sistem telah berjalan dengan valid dan sistem dapat dijalankan dengan baik pada beberapa jenis browser yang telah diujikan.

English Abstract

One of the goals GraPARI Telkomsel Malang is to provide services in handling customer complaints. Acceptance of complaints can be done in several ways, including through My GraPARI machine, call center and come directly to GraPARI office. Acceptance of customer complaints through My GraPARI machine or through the call center is considered not meet the needs, given the limited number of My GraPARI machines available only one unit in the city of Malang. As for the handling of complaints that require further handling, call center is considered not able to handle maximally because every process of handling must be informed directly to the customer. So to answer the above problems, can be given a solution of information system development as one form of application of the concept of Customer Relationship Management (CRM) Operational intended to receive complaints from customers. The method used in system development is using waterfall model which includes several stages of development, including: needs analysis, design, implementation and testing. System testing is done with several types of testing, including: black-box, compatibility, web service testing and system evaluation using the utility system approach. From the overall test results can be concluded that the features on the system has been running with a valid and can run on several type of browsers that have been tested.

Item Type:	Thesis (Sarjana)
Identification Number:	SKR/FTIK/2017/317/051705680
Uncontrolled Keywords:	E-Complaint, Sistem Informasi, Pengembangan, CRM
Subjects:	000 Computer science, information and general works > 004 Computer science > 004.068 Information technology--Management
Divisions:	Fakultas Ilmu Komputer > Sistem Informasi
Depositing User:	Yusuf Dwi N.
Date Deposited:	31 Jul 2017 08:38
Last Modified:	01 Oct 2020 04:48
URI:	http://repository.ub.ac.id/id/eprint/894

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