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<div style="font-size: 12pt;font-family: 'times new roman';text-align: justify"><p style="line-height: 1">''Utilization of information and communication technology in the field of education becomes a means in shaping quality education. One of the containers that support the world of education is the availability of a library that has a vision to educate the nation's life by reading. Yuppentek 1 Vocational School in Tangerang currently has a conventional library but does not have a computerized information system, in other words all data is still written in a large book to make a recapitulation of transactions that occur, so that data is inaccurate in the reporting process. The increasing collection of books in the library, not balanced with the readiness of officers in updating the data, this is a difficulty for visitors to get the latest information. A good library is a library that applies the concept of Electronic Customer Relationship Management (E-CRM). Customer Relationship Management (CRM) is a strategy for obtaining, consolidating, analyzing data, and then being used to interact with customers (library users: students and teachers), thus creating a comprehensive view of customers and better relationships with customers. Electronic Customer Relationship Management (E-CRM) is a Customer Relationship Management (CRM) that is implemented electronically using a web browser, internet and electronic media. The purpose of this research is to create a library web-based information system at SMK Yuppentek 1 Tangerang city by using Electronic Customer Relationship Management (E-CRM) as one of the service improvement strategies oriented to the needs of members so that it becomes a library information processing data solution to be effective , accurate and easy and excellent service can be obtained by visitors well. The analysis methodology used in this study is the method of data collection and analysis methods Performance, Information, Economic, Control, Efficiency, Service (PIECES) which will be presented with a discussion of the theoretical basis, stages of analyzing and modeling processing systems using Unifield Modeling Languange (UML) , and the System Development Life Cycle (SDLC) method will be used as a system development method with black-box testing that will be used as a testing method.''</p></div>
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<div style="font-size: 12pt;font-family: 'times new roman';text-align: justify"><p style="line-height: 1">''PT. Jasa Marga Ngawi - Kertosono has been in operation since 2012 and has 3 toll gates in each area including the Madiun toll gate, Nganjuk toll gate and Caruban toll gate. Service process at PT. Jasa Marga Caruban does not escape various problems every day, such as information on leaked road users' car tires, toll roads with holes, toll road employee services that are not friendly to road users, damaged toll card payment machines and other problems. The road users' complaint submission process is currently running, road users meet with the Toll Collection to inform complaints. The Toll Collection will then inform the complaint to the SPV Toll Collection. If the complaints submitted by road users are light and can be resolved by SPV, then SPV will immediately handle complaints from road users but if the complaints submitted are serious and the SPV cannot solve the problems submitted by road users, the SPV will inform the road users' complaints to the Toll Collection Manager to solve these problems. Then the Toll Collection Manager will meet with road users to provide explanations and solve problems. The current system is not running properly because there are still problems that occur including the delay in the process of submitting complaints from road users to the Toll Collection manager so that complaints from road users are not submitted on time, the process of making complaint reports takes a long time because they have to recap the complaint data road users one by one. Based on the above problems, a real time road user complaint submission system is needed so that road users can convey problems that occur without having to meet with the Toll Collection to inform complaints. This system is built using the PHP programming language and the Myql database. The analysis method uses PIECES, the UML (Uniefied Modeling Language) design method and the system testing method uses the blackbox system..''</p></div>
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<div style="font-size: 12pt;font-family: 'times new roman';text-align: justify"><p style="line-height: 1">''Keyword: Web-based library, Electronic Customer Relationship Management (E-CRM), SDLC Method.''</p></div>
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<div style="font-size: 12pt;font-family: 'times new roman';text-align: justify"><p style="line-height: 1">''Keyword: toll roads, complaints, road users, Toll Collection, PHP, Mysql..''</p></div>
 
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Revisi per 31 Desember 2020 06.47


PERANCANGAN SISTEM INFORMASI

KELUHAN PELANGGAN BERBASIS WEB

PADA PT. JASA MARGA NGAWI – KERTOSONO

SKRIPSI


Logo stmik raharja.jpg


Disusun Oleh :

NIM
: 1611495285
NAMA


FAKULTAS SAINS DAN TEKNOLOGI

PROGRAM STUDI SISTEM INFORMASI

KONSENTRASI SISTEM INFORMASI MANAJEMEN

UNIVERSITAS RAHARJA

TANGERANG

2020/2021


ABSTRAKSI

PT. Jasa Marga Ngawi – Kertosono ini sudah di operasikan sejak tahun 2012 dan memiliki 3 gerbang tol di masing- masing wilayah diantaranya gerbang tol Madiun, gerbang tol Nganjuk dan gerbang tol Caruban. Proses pelayanan jasa pada PT. Jasa Marga Caruban ini tidak luput dari berbagai permasalahan setiap harinya seperti adanya informasi ban mobil pengguna jalan yang bocor, jalan tol yang berlubang, pelayanan karyawan jalan tol yang tidak ramah terhadap pengguna jalan, mesin kartu pembayaran tol yang rusak dan permasalahan yang lainnya. Proses penyampaian keluhan pengguna jalan yang berjalan saat ini pengguna jalan bertemu dengan Toll Collection untuk menginformasikan keluhan. Toll Collection selanjutnya akan menginformasikan keluhan kepada SPV Toll Collection. Jika keluhan yang disampaikan oleh pengguna jalan ringan dan dapat diselesaikan oleh SPV maka saat itu juga spv akan menangani keluhan pengguna jalan tetapi jika keluhan yang disampaikan berat dan SPV tidak dapat mengatasi permasalahan yang disampaikan oleh pengguna jalan maka SPV akan menginformasikan keluhan pengguna jalan ke Toll Collection Manager untuk mengatasi permasalahan tersebut. Selanjutnya Toll Collection Manager akan bertemu dengan pengguna jalan untuk memberikan penjelasan dan menyelesaikan masalah. Sistem yang berjalan saat ini belum berjalan dengan baik karena masih terdapat permasalahan yang terjadi diantaranya terlambatnya proses penyampaian keluhan dari pengguna jalan ke manager Toll Collection sehingga keluhan pengguna jalan tidak disampaikan tepat pada waktunya, proses pembuatan laporan keluhan membutuhkan waktu yang lama karena harus merekap data keluhan pengguna jalan secara satu persatu. Berdasarkan permasalahan diatas maka dibutuhkan sistem penyampaian keluhan pengguna jalan secara real time sehingga pengguna jalan dapat menyampaikan permasalahan yang terjadi tanpa harus bertemu dengan Toll Collection untuk menginformasikan keluhan. Sistem ini dibuat menggunakan bahasa pemograman PHP dan database Myql. Metode analisis menggunakan PIECES, metode perancangan UML (Uniefied Modeling Language) dan metode pengujian sistem menggunakan blackbox system.

Kata Kunci: Jalan tol, keluhan, pengguna jalan, Toll Collection, PHP, Mysql.

ABSTRACT

PT. Jasa Marga Ngawi - Kertosono has been in operation since 2012 and has 3 toll gates in each area including the Madiun toll gate, Nganjuk toll gate and Caruban toll gate. Service process at PT. Jasa Marga Caruban does not escape various problems every day, such as information on leaked road users' car tires, toll roads with holes, toll road employee services that are not friendly to road users, damaged toll card payment machines and other problems. The road users' complaint submission process is currently running, road users meet with the Toll Collection to inform complaints. The Toll Collection will then inform the complaint to the SPV Toll Collection. If the complaints submitted by road users are light and can be resolved by SPV, then SPV will immediately handle complaints from road users but if the complaints submitted are serious and the SPV cannot solve the problems submitted by road users, the SPV will inform the road users' complaints to the Toll Collection Manager to solve these problems. Then the Toll Collection Manager will meet with road users to provide explanations and solve problems. The current system is not running properly because there are still problems that occur including the delay in the process of submitting complaints from road users to the Toll Collection manager so that complaints from road users are not submitted on time, the process of making complaint reports takes a long time because they have to recap the complaint data road users one by one. Based on the above problems, a real time road user complaint submission system is needed so that road users can convey problems that occur without having to meet with the Toll Collection to inform complaints. This system is built using the PHP programming language and the Myql database. The analysis method uses PIECES, the UML (Uniefied Modeling Language) design method and the system testing method uses the blackbox system..

Keyword: toll roads, complaints, road users, Toll Collection, PHP, Mysql..

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