Rancang Bangun Sistem Customer Relationship Management Menggunakan Arsitektur Microservice ( Studi Kasus Retail )

Dwigantara, Revanantyo (2025) Rancang Bangun Sistem Customer Relationship Management Menggunakan Arsitektur Microservice ( Studi Kasus Retail ). Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Customer Relationship Management (CRM) merupakan sistem krusial dalam mendukung integrasi dan otomasi proses bisnis perusahaan. Namun, pendekatan monolitik dalam pengembangan CRM sering kali menghadapi keterbatasan dalam hal skalabilitas, fleksibilitas, dan kecepatan adaptasi terhadap kebutuhan bisnis yang dinamis. Tugas Akhir ini mengusulkan dan mengimplementasikan sistem CRM berbasis arsitektur microservices dengan tujuan meningkatkan modularitas, skalabilitas, dan kemudahan pemeliharaan. Sistem dikembangkan menggunakan Node.js untuk backend dan Next.js untuk frontend, serta di-deploy menggunakan Docker untuk menjamin isolasi layanan dan kemudahan penskalaan. Modul utama yang dikembangkan meliputi Requisition, Contract Management, Retail Portal, Events and Promotional Management, dan Point of Sale. Evaluasi sistem dilakukan secara menyeluruh, mencakup aspek kualitas kode dengan SonarQube, konsistensi penulisan kode dengan ESLint, performa sistem menggunakan JMeter, serta pemantauan container melalui Dozzle. Hasil pengujian menunjukkan bahwa sistem memiliki kualitas kode yang baik, performa stabil hingga 1000 pengguna simultan dengan throughput 120,2 permintaan/detik, dan tidak ditemukan error signifikan pada lingkungan Docker. Pengujian fungsional memastikan bahwa seluruh fitur utama berjalan sesuai kebutuhan bisnis, dengan proses CRUD berfungsi optimal di semua modul. Hasil implementasi dan evaluasi menunjukkan bahwa sistem CRM berbasis microservices ini berpotensi untuk diimplementasikan di lingkungan bisnis nyata, namun masih memerlukan pengembangan lanjutan untuk memastikan ketahanan dan kemandirian setiap layanan.
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Customer Relationship Management (CRM) systems play a critical role in supporting the integration and automation of business processes across an organization. However, monolithic architectures often struggle to keep up with rapidly changing business needs due to limitations in scalability, flexibility, and maintainability. This final project proposes and implements a CRM system using a microservices architecture to address these challenges. The system is developed using Node.js for the backend and Next.js for the frontend, and deployed via Docker to ensure service isolation and facilitate scalability. Key modules developed include Requisition, Contract Management, Retail Portal, Events and Promotional Management, and Point of Sale. A comprehensive evaluation was conducted, covering code quality analysis using SonarQube, code style consistency with ESLint, performance testing with JMeter, and container monitoring using Dozzle. The evaluation results indicate good code quality, stable performance under loads of up to 1000 concurrent users with a throughput of 120.2 requests per second, and no significant errors within the Docker environment. Functional testing confirmed that all core features operated according to business requirements, with CRUD operations working reliably across all main modules. The implementation and evaluation results indicate that this microservices-based CRM system has the potential to be applied in real-world business environments, offering opportunities to improve operational efficiency and effectiveness. However, further development is still needed to ensure the resilience and independence of each service.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	CRM, Customer Relationship Management, Industri, Microservices, Retail, CRM, Customer Relationship Management, Industry, Microservices, Retail
Subjects:	T Technology > T Technology (General) > T58.6 Management information systems
Divisions:	Faculty of Intelligent Electrical and Informatics Technology (ELECTICS) > Informatics Engineering > 55201-(S1) Undergraduate Thesis
Depositing User:	Dwigantara Revanantyo
Date Deposited:	04 Aug 2025 10:13
Last Modified:	04 Aug 2025 10:13
URI:	http://repository.its.ac.id/id/eprint/123894

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