IMPLEMENTASI SISTEM SUPPORT SERVICE BERBASIS ANDROID DENGAN NAIVE BAYES, PRIORITY QUEUE, DAN LOAD BALANCING SERTA EVALUASI KEPUASAN PELANGGAN

Wahyu Eko Suroso

doi:10.52362/jisicom.v10i1.2431

Wahyu Eko Suroso Universitas Dian Nusantara, Jakarta

DOI: https://doi.org/10.52362/jisicom.v10i1.2431

Abstract

Currently, the customer service process in the Service and Support Department of PT X is still carried out semi-manually through email, telephone, and instant messaging. This condition causes report recording to be less structured, increases the risk of data loss, slows complaint handling, and reduces transparency in ticket resolution status. As a result, operational efficiency decreases and customer satisfaction with the service becomes less optimal for the company. This research develops an Android-based support service ticketing application integrated with cloud-based data storage and real-time notifications. The system applies the Naive Bayes method to classify ticket priority levels based on complaint descriptions, Priority Queue to manage service queues according to urgency, and Load Balancing to distribute technician tasks evenly based on workload. The development method used is Agile Software Development with a Scrum approach through planning, development, testing, and continuous evaluation stages in each sprint. The results show that the system can improve service efficiency by 35%, accelerate technician response by 40%, reduce the risk of data loss by up to 90%, and achieve a user satisfaction level of 88% based on User
Acceptance Test (UAT) results. This system also improves service transparency, real-time ticket monitoring, and service management decision making.

Downloads

Download data is not yet available.

References

[1] H. Fadillah Effendi and S. Assegaff, “IT Helpdesk Ticketing System Berbasis Web Pada Bagian ERP (Enterprise Resource Planning) PT Perkebunan Nusantara VI,” J. Manaj. Sist. Inf., vol. 7, no. 3, pp. 340–354, Sep. 2022, doi: 10.33998/jurnalmsi.2022.7.3.173.
[2] P. Mauliana, W. Wiguna, and A. Y. Permana, “Pengembangan E-Helpdesk Support System Berbasis Web di PT Akur Pratama,” J. Responsif Ris. Sains Dan Inform., vol. 2, no. 1, pp. 19–29, Feb. 2020, doi: 10.51977/jti.v2i1.158.
[3] D. A. Susanto, “PERANCANGAN APLIKASI SISTEM INFORMASI HELPDESK PADA KANTOR ABC,” J. Tera, vol. 2, no. 2, pp. 26–33, Sep. 2022, doi: 10.59832/jt.v2i2.119.
[4] Warno and A. P. Herdiyan, “APLIKASI WEB HELPDESK DI PT DEPTECH DIGITAL INDONESIA DENGAN PENDEKATAN BERORIENTASI OBJEK,” J. Sibernetika, vol. 9, no. 2, pp. 1–14, Dec. 2024, doi: 10.56459/sibernetika.v9i2.111.
[5] H. P. Akbar, A. Basuki, and E. Setiawan, “Peningkatan Utilisasi Jaringan Distributed Storage System Menggunakan Kombinasi Server dan Link Load Balancing,” J. Teknol. Inf. Dan Ilmu Komput., vol. 8, no. 3, pp. 525–532, Jun. 2021, doi: 10.25126/jtiik.2021834294.
[6] N. I. Fadlilah, P. Widodo, and T. Hidayatulloh, “Pengembangan Sistem IT Helpdesk Berbasis Android Di Disaster Recovery Center Kospin Jasa Purbalingga,” J-INTECH, vol. 11, no. 2, pp. 266–277, Dec. 2023, doi: 10.32664/j-intech.v11i2.993.
[7] M. Lutfi, S. Surorejo, and P. Septiana, “SYSTEMATIC LITERATURE REVIEW : PENERAPAN ALGORITMA NAIVES BAYES DALAM SISTEM PAKAR,” J. Minfo Polgan, vol. 11, no. 2, pp. 7–13, Aug. 2022, doi: 10.33395/jmp.v11i2.11635.
[8] D. S. Nurrochmah, N. Rahaningsih, R. D. Dana, and C. L. Rohmat, “Penerapan Algoritma Naive Bayes dalam Analisis Sentimen Ulasan Aplikasi KitaLulus di Google Play Store,” J. Inform. Terpadu, vol. 11, no. 1, pp. 1–11, Mar. 2025, doi: 10.54914/jit.v11i1.1544.
[9] I. G. S. D. Putra and I. N. T. A. Putra, “IMPLEMENTASI METODE NAÏVE BAYES PADA ANALISIS SENTIMEN PENGGUNA APLIKASI MOBILE KITA BISA,” J. Inform. Dan Tek. Elektro Terap., vol. 13, no. 2, Apr. 2025, doi: 10.23960/jitet.v13i2.6423.
[10] Zulfianndari, Irmawati, and R. Nur, “EVALUASI KINERJA LOAD BALANCING DENGAN ALGORITMA SCHEDULLING NEVER QUEUE,” J. Inform. Comput. Eng. Res., vol. 1, no. 2, pp. 42–49, Dec. 2024, doi: 10.31963/jicer.v1i2.5176.
[11] M. Hron and N. Obwegeser, “Why and how is Scrum being adapted in practice: A systematic review,” J. Syst. Softw., vol. 183, p. 111110, Jan. 2022, doi: 10.1016/j.jss.2021.111110.
[12] H. Septanto, K. M. A. Hakim, and A. Ferian Rizky, “PERANCANGAN SISTEM INFORMASI PENJADWALAN MENGAJAR DOSEN TEKNIK INFORMATIKA UNIVERSITAS XYZ,” J. Tera, vol. 2, no. 1, pp. 57–66, Apr. 2022, doi: 10.59832/jt.v2i1.91.
[13] H. Septanto and A. Hidayatullah, “PERANCANGAN SISTEM INFORMASI MONITORING PROYEK BERBASIS WEB UNTUK MENDUKUNG IMPLEMENTASI PAPERLESS OFFICE,” J. Tera, vol. 2, no. 2, pp. 34–43, Sep. 2022, doi: 10.59832/jt.v2i2.130.
[14] N. Crosley and I. Wasito, “Improving IT Support Efficiency Using AI-Driven Ticket Random Forest Classification Technique,” sinkron, vol. 8, no. 4, pp. 2283–2293, Oct. 2023, doi: 10.33395/sinkron.v8i4.12925.
[15] M. Truss and S. Boehm, “AI-based Classification of Customer Support Tickets: State of the Art and Implementation with AutoML,” 2024, doi: 10.48550/ARXIV.2406.01789.
[16] A. Zangari, M. Marcuzzo, M. Schiavinato, A. Gasparetto, and A. Albarelli, “Ticket automation: An insight into current research with applications to multi-level classification scenarios,” Expert Syst. Appl., vol. 225, p. 119984, Sep. 2023, doi: 10.1016/j.eswa.2023.119984.
[17] Z. Liu, C. Benge, and S. Jiang, “Ticket-BERT: Labeling Incident Management Tickets with Language Models,” 2023, arXiv. doi: 10.48550/ARXIV.2307.00108.
[18] Zulkarnaini, A. Firdhayanti, T. Taufik, and B. Bachry, “User Acceptance Testing through Blackbox Evaluation for Corn Distribution Information System,” Bit-Tech, vol. 6, no. 2, pp. 208–215, Dec. 2023, doi: 10.32877/bt.v6i2.1065.
[19] S. Bonechi, G. Palma, M. Caronna, M. Ugolini, A. Massaro, and A. Rizzo, “Enhancing Customer Support in Banking: Leveraging AI for Efficient Ticket Classification,” Procedia Comput. Sci., vol. 246, pp. 128–137, 2024, doi: 10.1016/j.procs.2024.09.235.