Jurnal SINTA 2
Penerapan Pendekatan Human Centered Design dan CRM dalam Perancangan Antarmuka Sistem E-Complaint
Jurnal Teknologi Informasi dan Ilmu Komputer (JTIIK) · Vol. 6 No. 4 (2019) · pp. 436–443
- ISSN
- 2528-6579, 2355-7699
- Published
- 2019-07-15
- Publisher
- Fakultas Ilmu Komputer, Universitas Brawijaya
- Language
- id
Abstract
Tujuan dari penelitian ini adalah untuk mengembangkan antarmuka sistem e-complaint dengan menerapkan HCD dan CRM. Komplain merupakan bentuk reaksi pelanggan terhadap produk atau jasa yang harus segera ditangani perusahaan. Dengan kondisi pencatatan komplain yang masih manual, menghambat upaya perusahaan untuk mencapai goal mempertahankan pelanggan. Oleh karena itu antarmuka sistem e-complaint hadir sebagai desain solusi yang dikembangkan dengan menerapkan HCD yang unggul dalam hal pendefinisian kebutuhan dari sisi pengguna dan stakeholder. Melalui HCD dapat diketahui bagaimana desain yang familiar bagi pengguna, dalam hal ini website dashboard. Dengan menerapkan CRM, pengembangan antarmuka sistem e-complaint dapat mengakomodasi kebutuhan perusahaan yang ingin proses bisnis dan kebutuhan fungsionalnya tetap menjadi pertimbangan utama. Penelitian ini menghasilkan 16 kebutuhan fungsional dan menyediakan hak akses untuk dua aktor yaitu sales dan leader. Hasil pengujian menunjukkan bahwa secara keseluruhan, antarmuka dan interaksi yang disediakan telah memenuhi kebutuhan stakeholder untuk mencapai goal. Namun, perlu menambahkan tampilan untuk segmentasi pelanggan untuk pengembangan desain berikutnya.AbstractThe purpose of this research is to develop an e-complaint system interface by implementing HCD and CRM. A complaint is a customer reaction to a product or service that the company must address immediately. In the as-is condition of recording complaints are still manual, inhibits the company's efforts to achieve the goal of retaining customers. Therefore the interface of the e-complaint system comes as a design solution developed by applying HCD which is good for defining needs from the users and stakeholders. Through HCD can be known how the design is familiar to users, in this case the dashboard style. By implementing CRM, the development of the e-complaint system interface can accommodate the needs of companies that want their business processes and functional needs to be the main consideration. This study finds 16 functional requirements and provides access rights for two actors, namely sales and leader. The test results show that overall, the interfaces and interactions provided have met the needs of stakeholders to achieve the goal. However, it is necessary to add a view for customer segmentation for future design development.
Collaboration network of the authors
33 authors · 72 co-authorship links
Hover or tap a name to highlight its co-authors. Double-click to open the author's page.
- University of Brawijaya
- Affiliation unknown
- Different organisations
- Same organisation
- Affiliation unknown
- Thicker line = more joint articles · bigger circle = more articles
Show as table
| Co-author | Organisation | Joint articles |
|---|---|---|
| Aryo Pinandito | University of Brawijaya | 3 |
| Fitra Abdurrachman Bachtiar | University of Brawijaya | 3 |
| Admaja Dwi Herlambang | University of Brawijaya | 2 |
| Fajar Pradana | University of Brawijaya | 2 |
| Satrio Hadi Wijoyo | University of Brawijaya | 2 |
| Bella Aulia Mustikaningtyas | University of Brawijaya | 1 |
| Ridho Fadhlurrahman | University of Brawijaya | 1 |
| Savira Fahrunisa | University of Brawijaya | 1 |
| Intan Yusuf Habibie | University of Brawijaya | 1 |
| Widhy Hayuhardhika Nugraha Putra | University of Brawijaya | 1 |
| Indrihana Kharismaning Larasati | University of Brawijaya | 1 |
| Kharis Alfian | University of Brawijaya | 1 |
| Buce Trias Hanggara | University of Brawijaya | 1 |
| Griscipta Yosefanita | University of Brawijaya | 1 |
| Hanifah Muslimah Az-Zahra | University of Brawijaya | 1 |
| Muhammad Haris Setiawan | University of Brawijaya | 1 |
| Herman Tolle | University of Brawijaya | 1 |
| Asyora Dewi Prabandani | University of Brawijaya | 1 |
| Yusi Tyroni Mursityo | University of Brawijaya | 1 |
| Salma Nada Safira | University of Brawijaya | 1 |
| Pradiptya Kahvi Sugiharto | University of Brawijaya | 1 |
| I Putu Ardhika Pranaliwa | University of Brawijaya | 1 |
| Muhammad Ifa Amrillah | University of Brawijaya | 1 |
| Muhammad Aminul Akbar | University of Brawijaya | 1 |
| Agi Putra Kharisma | University of Brawijaya | 1 |
| Lintang Trisnadi | Affiliation unknown | 1 |
| Intan Sartika Eris Maghfiroh | Affiliation unknown | 1 |
| Lintang Trisnadi | University of Brawijaya | 1 |
| Intan Sartika Eris Maghfiroh | University of Brawijaya | 1 |
| Dicky Pujakesuma | Affiliation unknown | 1 |
Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.