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All Journal Elkom: Jurnal Elektronika dan Komputer JSITIK: Jurnal Sistem Informasi dan Teknologi Informasi Komputer
Ahmad Subarkah
UIN Raden Fatah Palembang
Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Education Electrical & Electronics Engineering

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Analisis Kualitas Layanan Sistem Informasi Transportasi LRT Kota Palembang Menggunakan ITIL 4 Studi Literatur Ahmad Subarkah; M. Dicky; Salman Alfahiri; Eriene Dheanda Absharina
Elkom: Jurnal Elektronika dan Komputer Vol. 19 No. 1 (2026): Juli : Jurnal Elektronika dan Komputer
Publisher : STEKOM PRESS

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51903/elkom.v19i1.3804

Abstract

The development of information technology drives the improvement of service quality in various sectors, including public transportation. Technology-based transportation services such as the Palembang LRT utilize information systems in their operations, such as electronic ticketing systems and the delivery of travel information to users, making the quality of information technology services an important factor in determining user satisfaction as well as the overall success of the service. analyzing the service quality of the information system at Palembang LRT using the ITIL 4 framework. The method used is a literature review by examining various previous studies that are relevant within the last five years. shows that the implementation of ITIL 4 is able to improve the quality of information technology services, especially through the practices of incident management, problem management, and service request management. The analysis also shows that the aspects of reliability, responsiveness, availability, and user satisfaction are the main indicators in assessing IT service quality. Nevertheless, there are still potential issues such as disruptions in the ticket system and delays in information delivery that can affect the user experience. Therefore, it is recommended to implement ITIL 4 gradually, enhance system monitoring, and optimize the service desk to improve IT service quality. Thus, it is expected that LRT Palembang services can provide a better experience for users and increase public trust in technology-based public transportation.
Analisis Kualitas Layanan Sistem Informasi Transportasi LRT Kota Palembang Menggunakan ITIL 4: Studi Literatur Ahmad Subarkah; M. Dicky; Salman Alfahiri; Eriene Dheanda Absharina
JSITIK: Jurnal Sistem Informasi dan Teknologi Informasi Komputer Vol. 4 No. 2 (2026): Juni 2026
Publisher : Cipta Media Harmoni

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53624/jsitik.v4i2.919

Abstract

Latar Belakang: Layanan transportasi berbasis teknologi seperti LRT Palembang memanfaatkan sistem informasi dalam operasionalnya, seperti sistem tiket elektronik dan penyampaian informasi perjalanan kepada pengguna, sehingga kualitas layanan teknologi informasi menjadi faktor penting dalam menentukan kepuasan pengguna serta keberhasilan layanan secara keseluruhan.  Tujuan: menganalisis kualitas layanan sistem informasi pada LRT Palembang dengan menggunakan kerangka ITIL 4. Metode: Metode yang digunakan adalah literature review dengan mengkaji berbagai penelitian terdahulu yang relevan dalam kurun waktu lima tahun terakhir. Hasil: Hasil penelitian menunjukkan bahwa penerapan ITIL 4 mampu meningkatkan kualitas layanan teknologi informasi, terutama melalui praktik incident management, problem management, dan service request management. Analisis juga menunjukkan bahwa aspek reliability, responsiveness, availability, dan user satisfaction menjadi indikator utama dalam menilai kualitas layanan TI. Meskipun demikian, masih terdapat potensi permasalahan seperti gangguan pada sistem tiket dan keterlambatan penyampaian informasi yang dapat memengaruhi pengalaman pengguna. Oleh karena itu, direkomendasikan penerapan ITIL 4 secara bertahap, peningkatan monitoring sistem, serta optimalisasi service desk untuk meningkatkan kualitas layanan TI. Kesimpulan: Layanan LRT Palembang dapat memberikan pengalaman yang lebih baik bagi pengguna serta meningkatkan kepercayaan masyarakat terhadap transportasi publik berbasis teknologi.
Co-Authors Eriene Dheanda Absharina Eriene Dheanda Absharina M. Dicky Salman Alfahiri