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All Journal Jurnal Simantec JURNAL TEKNIK INFORMATIKA DAN SISTEM INFORMASI Jurnal Sistem Informasi, Manajemen, dan Akuntansi (SIMAK) Infotekmesin JITU : Journal Informatic Technology And Communication Akrab Juara : Jurnal Ilmu-ilmu Sosial ABDI SABHA (Jurnal Pengabdian kepada Masyarakat) Jurnal Penelitian Sistem Informasi Jurnal Ilmiah Ekonomi dan Manajemen JURNAL MULTIDISIPLIN ILMU AKADEMIK Jurnal Ilmiah Nusantara Jurnal Rekayasa Informasi Jupiter: Publikasi Ilmu Keteknikan Industri, Teknik Elektro dan Informatika Switch: Jurnal Sains dan Teknologi Informasi Merkurius: Jurnal Riset Sistem Informasi dan Teknik Informatika Mars: Jurnal Teknik Mesin, Industri, Elektro dan Ilmu Komputer Uranus: Jurnal Ilmiah Teknik Elektro, Sains dan Informatika Saturnus: Jurnal Teknologi dan Sistem Informasi Teknofile, Jurnal Sistem Informasi Jurnal Pengabdian Kepada Masyarakat
Ito Setiawan
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ANALISIS KUALITAS LAYANAN WEBSITE PERPUSTAKAAN UNIVERSITAS AMIKOM PURWOKERTO MENGGUNAKAN FRAMEWORK ITIL V3 Nur Cahyani, Sinta; Setiana Dwi Maghfiroh; Dita Lukitasari; Ito Setiawan
TEKNOFILE : Jurnal Sistem Informasi Vol. 2 No. 12 (2024): Desember 2024
Publisher : PT. ZIVANA CENDEKIAWAN BANGSA

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Abstract

Penelitian ini bertujuan untuk menganalisis kualitas layanan pada domain Service Operation website perpustakaan Universitas Amikom Purwokerto dengan pendekatan Framework ITIL V3. Masalah utama yang diidentifikasi mencakup tampilan antarmuka yang terlalu sederhana dan kurang menarik, navigasi yang tidak intuitif sehingga menyulitkan pengguna dalam menemukan informasi, serta adanya tautan yang tidak interaktif atau lambat diakses. Untuk mengevaluasi kualitas layanan, digunakan kuesioner yang dirancang berdasarkan lima subdomain ITIL V3, yaitu Incident Management, Problem Management, Event Management, Request Fulfillment, dan Access Management. Hasil analisis digunakan untuk memberikan rekomendasi perbaikan yang mencakup peningkatan desain UI/UX, pengembangan sistem pelaporan insiden, optimasi proses permintaan layanan, dan integrasi layanan digital. Pendekatan ini diharapkan mampu mendukung peningkatan kualitas layanan secara berkelanjutan, mempermudah akses informasi bagi pengguna, dan meningkatkan kepuasan pengguna dalam menggunakan website perpustakaan Universitas Amikom Purwokerto.
ANALISIS KEMUDAHAN PENGGUNA APLIKASI ACCESS BY KAI TERHADAP KEPUASAN KONSUMEN PT KERETA API INDONESIA Disi Fasa Tri Rahmawati; Rema, Rema Sekar Nuriani; Muhammad Amrizal; Ito Setiawan
TEKNOFILE : Jurnal Sistem Informasi Vol. 2 No. 12 (2024): Desember 2024
Publisher : PT. ZIVANA CENDEKIAWAN BANGSA

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Perkembangan teknologi informasi mendorong PT Kereta Api Indonesia (PT KAI) untuk terus berinovasi melalui layanan digital, salah satunya aplikasi Access by KAI, yang dirancang untuk memberikan kemudahan dalam pemesanan tiket, pengecekan jadwal, dan informasi perjalanan kereta api. Meski penggunaannya meningkat pesat, rating aplikasi masih rendah, menunjukkan adanya potensi perbaikan. Penelitian ini bertujuan untuk menganalisis pengaruh kemudahan penggunaan (ease of use) terhadap kepuasan pengguna aplikasi Access by KAI menggunakan metode End User Computing Satisfaction (EUCS), yang mencakup lima dimensi: konten (content), keakuratan (accuracy), format (format), kemudahan penggunaan (ease of use), dan ketepatan waktu (timeliness). Data diperoleh dari 100 responden pengguna aplikasi di wilayah DAOP 5 Purwokerto melalui metode accidental sampling. Hasil penelitian menunjukkan bahwa kemudahan penggunaan berpengaruh signifikan terhadap kepuasan pengguna, dengan nilai korelasi R sebesar 0,839 dan hasil uji T serta uji F yang menunjukkan signifikansi <0,05. Penelitian ini menyimpulkan bahwa kemudahan navigasi, stabilitas aplikasi, dan kecepatan respon perlu ditingkatkan untuk meningkatkan kepuasan pengguna. PT KAI disarankan untuk memperbaiki fitur-fitur tersebut serta meningkatkan edukasi pengguna terkait aplikasi guna memenuhi harapan dan kebutuhan masyarakat.
ANALISIS KUALITAS LAYANAN TI MENGGUNAKAN FRAMEWORK ITIL V3 DOMAIN SEVICE OPERATION PADA APLIKASI DANA (Studi Kasus: Masyarakat Banyumas) Wahyuni, Novita; Wahyuning Tyas Saraswati; Diva Resti Hidayah; Ito Setiawan
TEKNOFILE : Jurnal Sistem Informasi Vol. 2 No. 12 (2024): Desember 2024
Publisher : PT. ZIVANA CENDEKIAWAN BANGSA

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Abstract

Penelitian ini menganalisis kualitas layanan aplikasi DANA dengan menggunakan kerangka kerja ITIL V3 pada domain Service Operation, dengan fokus pada problem management, event management, dan incident management. Metode penelitian yang digunakan adalah kuantitatif dengan pengumpulan data melalui kuesioner yang disebarkan kepada 92 responden pengguna DANA di Banyumas. Hasil analisis menunjukkan bahwa aplikasi DANA mencapai tingkat kematangan "Defined" dengan skor rata-rata 3,1 dari skala 1 hingga 5, yang menunjukkan bahwa proses pengelolaan layanan sudah terorganisir namun masih memerlukan peningkatan. Penelitian ini memberikan rekomendasi untuk meningkatkan stabilitas, keandalan, dan efisiensi layanan guna memperkuat kepercayaan pengguna dan mendukung keberlanjutan operasional.
IMPLEMENTASI KNOWLEDGE MANAGEMENT SYSTEM BERBASIS WEBSITE PADA SENAT MAHASISWA UNIVERSITAS AMIKOM PURWOKERTO Astrid, Astriditiya Laila Nur Fadilah; Jenny Juniarlie Johan Suryani; Faradina Novi Lakshita; Ito Setiawan
TEKNOFILE : Jurnal Sistem Informasi Vol. 2 No. 12 (2024): Desember 2024
Publisher : PT. ZIVANA CENDEKIAWAN BANGSA

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Abstract

Pengetahuan merupakan aspek penting dalam organisasi, terutama di era informasi saat ini. Semakin banyak pengetahuan yang dikelola dan diwariskan dalam sebuah organisasi, semakin maju pula organisasi tersebut. Senat Mahasiswa (SEMA) Universitas AMIKOM Purwokerto menghadapi permasalahan dalam pengelolaan pengetahuan, yang masih dilakukan secara manual atau melalui platform terbatas seperti grup chat dan Google Drive, sehingga informasi sering kali sulit diakses dan tersebar tidak merata. Untuk mengatasi hal ini, penelitian ini bertujuan merancang Knowledge Management System (KMS) berbasis website untuk SEMA menggunakan metode Knowledge Management System Life Cycle (KMSLC). Sistem ini memungkinkan pengorganisasian, penyimpanan, dan akses pengetahuan secara terstruktur, dengan fitur seperti forum diskusi dan manajemen dokumen yang sesuai kebutuhan organisasi. Diharapkan, penerapan KMS ini dapat meningkatkan efektivitas pengelolaan pengetahuan di SEMA.
Perencanaan Strategis Sistem Informasi untuk Peningkatan Layanan Pelanggan pada UMKM Food Mood Hendry Kus Hermawan; Krisna Bagus Samboro; Bayu Effendi; M. Fikriyadi Maulana; Ito Setiawan
Merkurius : Jurnal Riset Sistem Informasi dan Teknik Informatika Vol. 3 No. 6 (2025): November: Merkurius: Jurnal Riset Sistem Informasi dan Teknik Informatika
Publisher : Asosiasi Riset Teknik Elektro dan Informatika Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/merkurius.v3i6.1153

Abstract

This study develops a strategic information system plan to improve customer service at the Food Mood MSME in the food and beverage sector. The Ward and Peppard framework is used to map the business and technology environment through Value Chain, SWOT, PEST, and Porter's Five Forces analyses, which are then broken down into Critical Success Factors and measurable key performance indicators. The research design is a qualitative case study with semi-structured interviews with the owner and employees, observations during peak hours, and a review of operational documents. The mapping results in a prioritized portfolio that places a cloud-based point-of-sale system integrated with QRIS, a lightweight inventory and procurement module, a kitchen display system, and basic accounting as the foundation, followed by a mini customer relationship management and loyalty program, online channel integration, a sales dashboard, and simple demand forecasting. The formulated performance targets include a wait time of no more than eight minutes, an order error rate below one percent, stock-outs of less than one day per month, and 100% transaction recording. The suggested three-month roadmap is operational and provides immediate benefits in terms of increased service speed, data accuracy, and potential customer retention, while also confirming the relevance of Ward and Peppard's approach for the Indonesian MSME context.
Analisis Manajemen Layanan TI Pada Perusahaan Penyedia Layanan Internet Menggunakan ITIL V4 Service Value System Irmawati Tri Wahyuni; Andini Diyas Saputri; Ito Setiawan; Banu Dwi Putranto
Mars: Jurnal Teknik Mesin, Industri, Elektro Dan Ilmu Komputer Vol. 3 No. 6 (2025): Desember: Mars: Jurnal Teknik Mesin, Industri, Elektro Dan Ilmu Komputer
Publisher : Asosiasi Riset Teknik Elektro dan Informatika Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/mars.v3i6.1224

Abstract

This study analyzes the gap in the implementation of Information Technology IT service management at an internet service provider in Purwokerto using the ITIL V4 Service Value System SVS framework. The company faces a number of major problems, such as delays in incident handling, data fragmentation between operational applications, low automation in network monitoring, and suboptimal coordination between the technical and customer service divisions. The purpose of this study is to evaluate the level of compliance of current service practices with ITIL V4 SVS best practices and to formulate recommendations for improvements that can increase operational efficiency and service reliability. The research uses a qualitative descriptive method with a case study approach, with data collected from interviews and observations in the technical and customer service divisions, then analyzed based on the five main components of ITIL V4 SVS. The results show that the company has implemented several ITIL principles, particularly in terms of customer value focus and process simplicity, but the implementation of iterative feedback, data integration, and automation is still at a low level of maturity. This study concludes that strengthening the real-time monitoring system, increasing cross-divisional visibility, and establishing a Continual Improvement Register are important steps towards realizing more efficient, responsive, and sustainable IT service management.
ANALISIS STRATEGI PENJUALAN PRODUK COCOA BUTTER PURWOKERTO MENGGUNAKAN PENDEKATAN MODEL AIDA Fathah Rezki Putranto; Panca Wahyu Ahmadi; Yuliawan Sulistyo Wibowo; Mohammad Fahrenza; Ito Setiawan
JURNAL ILMIAH EKONOMI DAN MANAJEMEN Vol. 4 No. 1 (2026): Januari
Publisher : CV. KAMPUS AKADEMIK PUBLISING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61722/jiem.v4i1.8368

Abstract

This study aims to analyze the marketing communication strategy of Cocoa Butter Bakery in Purwokerto using the AIDA model (Attention, Interest, Desire, Action). The research is motivated by the increasing competition in the local culinary business sector and the need for micro, small, and medium enterprises (MSMEs) to optimize digital marketing in order to enhance brand awareness and sales performance. A descriptive qualitative approach was employed, with data collected through observation, in-depth interviews, and documentation. The research subjects consisted of the business owner, employees, and customers of Cocoa Butter, while the research object focused on the sales and marketing communication strategies implemented. The findings indicate that Cocoa Butter has applied all stages of the AIDA model; however, the level of effectiveness is not evenly distributed across each stage. The Attention and Action stages require further strengthening, particularly through the use of digital advertising, interactive content, and online sales promotions. Meanwhile, product quality, customer experience, and attractive visual presentation serve as key strengths in the Interest and Desire stages. This study concludes that the AIDA model provides a comprehensive framework for evaluating marketing effectiveness and can serve as a basis for developing more integrated and sustainable digital marketing strategies for local culinary businesses.
TINGKAT KEPUASAN PENGGUNA TERHADAP AKUN INSTAGRAM UMKM “OMAH BATIR” Haikal Azril Hikmatyar; Ali Syah Al Banjari; Adrianus Angoro Susanto; Ahmad wahyu Kurniawan; Ito Setiawan
JURNAL ILMIAH EKONOMI DAN MANAJEMEN Vol. 4 No. 1 (2026): Januari
Publisher : CV. KAMPUS AKADEMIK PUBLISING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61722/jiem.v4i1.8432

Abstract

This study aims to analyze user satisfaction with the Instagram account of the MSME Omah Batir as a digital marketing medium based on social media. The use of Instagram by MSMEs has become increasingly strategic along with changes in consumer behavior that rely on social media to seek information, evaluate products, and interact with business actors. This research employs a quantitative approach using descriptive statistical methods. Data were collected through an online questionnaire distributed to 51 respondents who are active followers of the Omah Batir Instagram account. User satisfaction was measured based on five main indicators: content quality, visual appeal, interaction, account manager responsiveness, and users’ intention to follow or loyalty. The results indicate that the majority of respondents provided positive evaluations across all examined indicators. Informative and consistent content, attractive visual presentation, and effective interaction and responsiveness from the account administrator were found to contribute significantly to user satisfaction. Furthermore, user loyalty was relatively high, as reflected in the willingness to continue following and recommending the account to others. These findings suggest that the management of the Omah Batir Instagram account has been effective and may serve as a reference for other MSMEs in developing user satisfaction–oriented digital marketing strategies.
Penerapan Metode Ward & Peppard dalam Analisis Strategi SI/TI di PT Imused Satria Muda Tiya Utriani; Futikhat Salsabila; Indri Wahyuningsih; Banu Dwi Putranto; Ito Setiawan
Merkurius : Jurnal Riset Sistem Informasi dan Teknik Informatika Vol. 3 No. 6 (2025): November: Merkurius: Jurnal Riset Sistem Informasi dan Teknik Informatika
Publisher : Asosiasi Riset Teknik Elektro dan Informatika Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/merkurius.v3i6.1229

Abstract

The rapid advancement of information technology has compelled digital marketing companies to enhance efficiency and system integration to improve business performance. PT Imused Satria Muda, a digital marketing company focusing on beauty and herbal product promotion, faces challenges in integrating its information systems across divisions such as advertising, content creation, and customer service. This study aims to formulate an information systems and information technology (IS/IT) strategy aligned with the company’s business strategy using the Ward and Peppard methodology. A descriptive qualitative approach was employed, with data collected through observation, documentation review, and structured interviews. The analysis utilized SWOT, Value Chain, and McFarlan Strategic Grid tools to identify the internal and external conditions of the business and IS/IT environments. The results indicate that PT Imused Satria Muda requires the development of a cloud-based Customer Relationship Management (CRM) system, a Digital Campaign Dashboard, and marketing automation tools to enhance digital campaign effectiveness. The implementation plan is divided into short- and long-term stages over five years, focusing on data integration, information security, and IT human resource competency improvement. The proposed strategy is expected to increase operational efficiency and strengthen the company’s competitiveness within the dynamic digital marketing industry.
Evaluasi Layanan Digilib Universitas Amikom Purwokerto Menggunakan Framework Itil V3 Domain Service Operation Ifan Dwi Ramadan; Tegar Romadhany; Julio Yoga Pratama; Rafli Triofansyah; Ito Setiawan
Merkurius : Jurnal Riset Sistem Informasi dan Teknik Informatika Vol. 3 No. 6 (2025): November: Merkurius: Jurnal Riset Sistem Informasi dan Teknik Informatika
Publisher : Asosiasi Riset Teknik Elektro dan Informatika Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/merkurius.v3i6.1237

Abstract

This study aims to evaluate the performance of Digilib services at Amikom University Purwokerto using the Information Technology Infrastructure Library (ITIL) version 3 framework in the Service Operation domain. The phenomenon underlying this study is the indication of a decline in the operational effectiveness of Digilib services as seen from the inconsistency of system performance, access speed, and limited service features. This study uses an evaluative quantitative approach by collecting data through a questionnaire compiled based on five main processes in the Service Operation domain, namely Event Management, Incident Management, Request Fulfillment, Problem Management, and Access Management. The research respondents were library staff directly involved in the management and operation of Digilib services. Data were analyzed using a process maturity model (Process Maturity Model) to assess service capabilities based on a scale of 0–5. The results of the analysis indicate that the overall maturity level of Digilib services is at Level 4 (Managed Process), with an average value of 4.07. This indicates that the operational process has been controlled and measured through certain performance indicators, although there are still opportunities for improvement towards Level 5 (Optimized), especially in the Request Fulfillment and Problem Management domains. These findings contribute to strengthening IT service governance in the higher education sector and provide strategic recommendations for improving automation, system integration, and data-driven service management. The implications of this research encourage the development of policies to improve the quality of digital services and serve as a reference for further research on ITIL implementation in academic settings.
Co-Authors Abdillah Teguh Permana Abdul Azis Abdul Khohar Adhim Tanfitra Adinda Arininta Loysiana Aditya Pratama Putra Adrianus Angoro Susanto Ahmad wahyu Kurniawan Ahnaf Vanning Al Haq Akhmal Angga Syahputra Akto Hariawan Ali Syah Al Banjari Amanda Ayu Novitasari Anastasya Yuniar Andini Diyas Saputri Anggraeni, Ester Yuniar Aniec Anafisah Pratiwi Anindya Fidela Anjar Sylvia Rahmawati Annisa Suci Octavia Anung Supriyadi Ardani Eka Putra Ari Fattah Fuaddin Arindia Nur Zahra Arisanti Dwi Safitri Ariska, Ariska Nurul Habibah Arum Pujiwinarni Asha Nuril Jannah Astrid, Astriditiya Laila Nur Fadilah Ayu Apriliana Maharani Baehaqi Bangkit, Jeffri Prayitno Banu Dwi Putranto Bayu Effendi Bibit Waluyo Cannes Lingga Yogario Dafa Arta Anggara Dani Khoirul Wafa Dea Lili Anggraeni Desvita, Amanda Dimas Sigit Purnomo Disi Fasa Tri Rahmawati Dita Lukitasari Diva Resti Hidayah Dwi Amelia Dwi Krisbantoro Elsa Ayunda Pratiwi Epa Latifah Erika Luthfi Afifah Excel Ervinta Desty Fadhila Intan Cahyaningrum Fahmi An Naafi Fakhrul Akif Maulana Putra Falia Nur Afifah Faozan Dwiki Ramadana Faradina Novi Lakshita Farah Fadhilah Farica Rachman, Naura Fathah Rezki Putranto Fauzan Dwicah Saputra Feishal Azriel Arya Putra Feri Widiyanto Fiby Nur Afiana Fikri Aditnya Pratama Fisabilla Tidar Yoga Pratama Futikhat Salsabila Ghois Abdullah Akmal Gilang Satria Mahardhika Gustin Setyaningsih Haikal Azril Hikmatyar Hanenda Putri Zamora Hendry Kus Hermawan Ifan Dwi Ramadan Ika, Ika Komalasari Indri Wahyuningsih Iqbal Yusuf Azhari Irmawati Tri Wahyuni Jenny Juniarlie Johan Suryani Julio Yoga Pratama Kodir Kodir Krisna Bagus Samboro Kusumas Astri Anggraeni Laela Uswatun Hasanah Lailatur Rochmah Laura Egidia Lifa Sholiah M. Fikriyadi Maulana Maftri Fatun Mauly Chandra Gumilang Melida Ratna Utami Moch. Iqbal Purnama Mohammad Fahrenza Muhamad Albaihaqi Naufal Andewa Muhammad Amrizal Muhammad Asfari Alkaromi Muhammad Asnafi Alkaromi Nada Salsabila Khansa Nashati Alfarizqi Naura Arum Kartika Nauralia Syifa Ayunda Nesa Nur Puspitasari Nila Ika Nur Alia Nur Adiya, Az Zahra Dwi Nur Cahyani, Sinta Nur holifah, Anggita Nurul Hani Ocha Dwi Palusi Oktafia Heng Huice Panca Wahyu Ahmadi Prayoga Pribadi Priyanti, Dika Putri Nazilatus Safa’at Putri Vidia Lestari Rafli Triofansyah Rahmat Aji Prasetyo Ratri Ismayanti Rema, Rema Sekar Nuriani Renita Anjani Retno Setioningrum Retno Waluyo Retno Waluyo Riani Efna Sari Ririt Farihatul Kamilah Risma Fauziah Risqi Faturohman Salsa Fathaturrahma Sekar Ajeng Ramadhani Septiana Nur Hidayah Setiana Dwi Maghfiroh Setyaningsih, Gustin Shafni Nur Hikma Sitaresmi Wahyu Handani Tegar Romadhany Titin Amelia Tiya Utriani Ulfa Inayatun Umar Abdul Abid Veliana Dian Maryasari Wahyu Dwi Purwoprasetyo Wahyu Putra Pratama Wahyuni, Novita Wahyuning Tyas Saraswati Wakhid Sayudha Rendra Graha Alrashid Widiyana Mustofiyah Wiqohyatul Muiza Yuliawan Sulistyo Wibowo Yusmedi Nurfaizal Zanela Anania Syafikah Zuhriyatul Lubna