RANCANG BANGUN SISTEM INFORMASI LAYANAN PELANGGAN PURNA JUAL BERBASIS WEB PADA PT. COWAY INTERNATIONAL INDONESIA

Muhamad Dhaffa Arofik; Tyzar Sys Ainullah; Bois Yeblo; Sharyanto Sharyanto; Alexius Ulan Bani

doi:10.52362/jisicom.v10i1.2453

Muhamad Dhaffa Arofik Universitas Bung Karno, Jakarta, Indonesia
Tyzar Sys Ainullah Universitas Bung Karno, Jakarta, Indonesia
Bois Yeblo Universitas Bung Karno, Jakarta, Indonesia
Sharyanto Sharyanto Universitas Bung Karno, Jakarta, Indonesia
Alexius Ulan Bani Universitas Bung Karno, Jakarta, Indonesia

DOI: https://doi.org/10.52362/jisicom.v10i1.2453

Abstract

PT. Coway International Indonesia faces operational constraints in managing customer complaints, which are still handled manually through social media and Excel spreadsheets. This conventional process is prone to data input errors, delays information delivery to technicians, and lacks transparency for customers. This study aims to design and develop a web-based after-sales customer service information system to integrate the workflow digitally. The system was developed using the Waterfall model, implemented with the Laravel framework, and supported by a MySQL database. The developed platform provides specific functionalities, including ticket submission and real-time status tracking for customers, validation by customer service, technician scheduling by staff, and maintenance report inputs by field technicians. The system was validated using Black Box Testing. The results indicate that the system successfully eliminates data redundancy, accelerates response times, and significantly improves the operational efficiency of the company's after-sales services.

Downloads

Download data is not yet available.

References

[1] Abdullah, M., & Setyawan, D. (2020). Perancangan sistem informasi pelayanan pelanggan berbasis web. Jurnal Teknologi Informasi, 12(1), 45–53.
[2] Andriani, R., & Prasetyo, A. (2021). Metodologi penelitian sistem informasi. Yogyakarta: Andi Offset.
[3] Fathansyah. (2018). Basis data. Bandung: Informatika Bandung.
[4] Fitriani, N., & Saputra, A. (2020). Pengembangan sistem informasi layanan pelanggan berbasis web menggunakan metode Waterfall. Jurnal Sistem Informasi, 15(2), 101–110. https://doi.org/10.24002/jsi.v15i2.3452.
[5] Handayani, S., & Putra, A. P. (2022). Sistem informasi manajemen keluhan pelanggan berbasis web pada perusahaan jasa. Jurnal Teknologi dan Informasi, 14(1), 55–65. https://doi.org/10.33365/jti.v14i1.1052.
[6] Hidayat, R., & Sari, D. (2021). Implementasi sistem tiket keluhan pelanggan berbasis web dengan framework Laravel. Jurnal Teknologi dan Sistem Informasi, 9(2), 89–98. https://doi.org/10.33365/jtsi.v9i2.1150.
[7] Jogiyanto, H. M. (2019). Analisis dan desain sistem informasi. Yogyakarta: Andi.
[8] Kadir, A. (2019). Pengenalan sistem informasi (Edisi Revisi). Yogyakarta: Andi.
[9] Kadir, A., & Triwahyuni, T. (2020). Pengantar teknologi informasi. Yogyakarta: Andi.
[10] Kurniawan, H., & Wibowo, S. (2019). Pemrograman web dengan PHP dan MySQL. Jakarta: Elex Media Komputindo.
[11] Laudon, K. C., & Laudon, J. P. (2018). Management information systems: Managing the digital firm (15th ed.). Pearson Education.
[12] McLeod, R., & Schell, G. (2018). Management information systems. Pearson Education.
[13] O’Brien, J. A., & Marakas, G. M. (2017). Introduction to information systems (16th ed.). McGraw-Hill.
[14] Pratama, A., & Widodo, S. (2022). Pengembangan sistem informasi pelayanan pelanggan purna jual berbasis web. Jurnal Ilmiah Teknologi Informasi, 17(1), 1–10. https://doi.org/10.29103/jiti.v17i1.1942.
[15] Pressman, R. S. (2015). Software engineering: A practitioner’s approach (8th ed.). McGraw-Hill.
[16] Rosa, A. S., & Shalahuddin, M. (2018). Rekayasa perangkat lunak terstruktur dan berorientasi objek. Bandung: Informatika Bandung.
[17] Sari, R. P., & Nugraha, E. (2021). Analisis dan perancangan sistem informasi keluhan pelanggan menggunakan metode Waterfall. Jurnal Teknologi dan Sistem Komputer, 9(4), 213–220. https://doi.org/10.14710/jtsiskom.v9i4.3825.
[18] Susanto, E., & Lestari, D. (2021). Implementasi framework Laravel pada pengembangan sistem informasi berbasis web. Jurnal Teknologi dan Sistem Informasi, 7(1), 45–55. https://doi.org/10.33365/jtsi.v7i1.897.
[19] Sutabri, T. (2019). Analisis sistem informasi. Yogyakarta: Andi.
[20] Utami, N., & Firmansyah, A. (2020). Perancangan sistem informasi penanganan keluhan pelanggan berbasis website. Jurnal Ilmiah Teknologi Informasi Terapan, 6(3), 235–244. https://doi.org/10.33197/jitter.vol6.iss3.2020.235-244.
[21] Yakub. (2018). Pengantar sistem informasi. Yogyakarta: Graha Ilmu.
[22] Yuliana, R., & Rahman, F. (2023). Penerapan sistem informasi layanan pelanggan berbasis web pada perusahaan distribusi. Jurnal Teknologi dan Aplikasi Komputer, 11(1), 77–85. https://doi.org/10.25077/jtka.11.1.77-85.2023.