Perancangan Sistem Berbasis Web Dengan Metode User-Centered Design: Studi Kasus PT Pos Indonesia

Preesin, Venezia (2021) Perancangan Sistem Berbasis Web Dengan Metode User-Centered Design: Studi Kasus PT Pos Indonesia. Undergraduate thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Customer service merupakan perwakilan dari perusahaan yang bertugas untuk memberikan pelayanan kepada pelanggan berupa informasi lengkap mengenai pertanyaan atau masalah yang diajukan pelanggan. Pelayanan yang diberikan harus sesuai dengan harapan pelanggan dan salah satu faktor yang mempengaruhi adalah waktu. Oleh karena itu customer service Kantor Pos cabang Surabaya Pusat berupaya untuk menanggapi keluhan dan pertanyaan pelanggan secara tepat dan cepat. Saat ini Kantor Pos cabang Surabaya Pusat memiliki total 3 customer service yang bertugas untuk melayani pelanggan secara langsung. Berdasarkan observasi ditemukan potensi error saat pelanggan menunggu respon dari customer service, pelanggan menunggu feedback, dan saat customer service merekap data keluhan pelanggan. Melalui penelitian ini akan dilakukan perancangan sistem informasi berbasis web menggunakan metode user-centered design untuk membantu customer service menangani keluhan pelanggan. Metode user-centered design membantu perancangan sistem agar terintegrasi dengan menjadikan pengguna sebagai pusat dari perancangan. Selain menggunakan metode user-centered design, perancangan sistem menggunakan metode House of Quality (HOQ) dan System Usability Scale dalam proses perancangan sistem. Tahap pertama perancangan sistem dilakukan dengan mengidentifikasi aktivitas apa saja yang dilakukan oleh customer service dalam menangani keluhan pelanggan. Pada tahap kedua dilakukan penyusunan karakteristik produk dengan menggunakan HOQ. Tahap ketiga dilakukan perancangan arsitektur desain untuk mengetahui aliran informasi didalam sistem. Tahap keempat, dilakukan pembuatan prototype. Tahap kelima dilakukan usability testing dengan menggunakan System Usability Scale. Tahap keenam dilakukan perbaikan dari sistem berdasarkan hasil usability scale. Kemudian dihasilkan sistem yang dapat terhubung dengan aplikasi pesan dan dapat merekap data keluhan pelanggan secara otomatis. Sistem yang dirancang dapat menghemat waktu proses menangani keluhan pelanggan sebesar 78% hingga 93% pada jenis keluhan keterlambatan, permintaan data/berita acara, serta pengembalian/retur dan 4% hingga 6% pada jenis keluhan kehilangan, kiriman tidak utuh, salah kirim, salah update status, dan salah salur. Pengurangan waktu aktivitas merekap data keluhan pelanggan memberikan kontribusi yang besar dalam penghematan waktu proses menangani keluhan pelanggan.
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Customer service is a representative of the company whose job is to provide services to customers in the form of complete information regarding questions or problems raised by customers. The services provided must be in accordance with customer expectations and one of the influencing factors is time. Therefore, the customer service of the Central Surabaya Post Office strives to respond to customer complaints and questions appropriately and quickly. Currently, the Central Surabaya Post Office has a total of 3 customer services which are tasked with serving customers directly. Based on observations found potential errors when customers wait for a response from customer service, customers wait for feedback, and when customer service recaps customer complaint data. Through this research, a web-based information system will be designed using a user-centered design method to help customer service handle customer complaints. The user-centered design method helps the system design to be integrated by making the user the center of the design. In addition to using the user-centered design method, the system design uses the House of Quality (HOQ) and System Usability Scale methods in the system design process. The first stage of system design is done by identifying what activities are carried out by customer service in handling customer complaints. In the second stage, the product characteristics were compiled using HOQ. The third stage is the design of the architectural design to determine the flow of information in the system. The fourth stage is making a prototype. The fifth stage is usability testing using the System Usability Scale. The sixth stage is the improvement of the system based on the results of the usability scale. Then a system is generated that can be connected to the messaging application and can automatically recap customer complaint data. The designed system can save processing time for handling customer complaints by 78% to 93% on the types of complaints of delays, requests for data/minutes, and returns/returns and 4% to 6% on the types of complaints of loss, incomplete shipments, wrong delivery, wrong delivery. status update, and wrong channel. Reducing the activity time of recapitulating customer complaint data makes a major contribution to saving time in the process of handling customer complaints.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	User-Centered Design, House of Quality, System Usability Scale, Web-Based System Design, Perancangan Sistem Berbasis Web.
Subjects:	T Technology > T Technology (General) > T58.5 Information technology. IT--Auditing T Technology > T Technology (General) > T58.6 Management information systems T Technology > T Technology (General) > T58.8 Productivity. Efficiency
Divisions:	Faculty of Industrial Technology > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User:	Venezia Preesin
Date Deposited:	24 Aug 2021 04:43
Last Modified:	24 Aug 2021 04:43
URI:	http://repository.its.ac.id/id/eprint/89065

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