Implementasi Sistem Manajemen Komplain Berbasis Web dan Mobile guna Meningkatkan Pelayanan Terhadap Pelanggan (Studi Kasus: PT. Arhadi Fajar Perkasa)

Wahid, Muhammad Lutfi (2024) Implementasi Sistem Manajemen Komplain Berbasis Web dan Mobile guna Meningkatkan Pelayanan Terhadap Pelanggan (Studi Kasus: PT. Arhadi Fajar Perkasa). Tugas Akhir thesis, University of Technology Yogyakarta.

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Abstract

IMPLEMENTATION OF A WEB AND MOBILE-BASED COMPLAINT MANAGEMENT SYSTEM TO IMPROVE CUSTOMER SERVICE (Case Study: PT. Arhadi Fajar Perkasa) Muhammad Lutfi Wahid, Umar Zaky Information Systems Study Program, Faculty of Science and Technology Universitas Teknologi Yogyakarta Jl. Ringroad Utara, Jombor, Sleman, Yogyakarta Email: muhammadluthfi402@gmail.com, umarzaky@uty.ac.id ABSTRACT PT. Arhadi Fajar Perkasa faces challenges in managing complaint data due to the current system's inability to monitor and present complaint information in real time. The process of generating reports also takes approximately two days. To address these issues, a web and mobile-based complaint management information system was developed using Laravel and React Native. This system is designed to facilitate customers in submitting complaints and enables Aftersales officers and technicians to handle complaints more efficiently. With the implementation of this system, the monitoring of complaint status, handling, and resolution has become quicker, and the process of preparing periodic reports has been expedited. This research utilizes the TOGAF ADM and waterfall SDLC methodologies, and the results of system testing demonstrate a 100% success rate, along with a 53.33% reduction in report generation time. This system is expected to enhance customer service, improve complaint management efficiency, and increase reporting accuracy. Keywords: TOGAF, Complaint Management System, Laravel, React Native, Customer Complaint Management

Item Type: Thesis (Skripsi, Tugas Akhir or Kerja Praktek) (Tugas Akhir)
Subjects: T Technology > T Technology (General)
Divisions: Fakultas Sains Dan Teknologi > S1 Sistem Informasi
Depositing User: Kaprodi S1 Sistem Informasi UTY
Date Deposited: 02 Dec 2024 04:33
Last Modified: 02 Dec 2024 04:33
URI: http://eprints.uty.ac.id/id/eprint/16914

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