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All Journal Tekno : Jurnal Teknologi Elektro dan Kejuruan JSI: Jurnal Sistem Informasi (E-Journal) Jurnal Ilmiah Kursor Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer Jurnal Teknologi Informasi : Jurnal Keilmuan dan Aplikasi Bidang Teknik Informatika Jurnal Sistem Informasi, Teknologi Informasi, dan Edukasi Sistem Informasi (JUST-SI) Jurnal Nasional Teknik Elektro dan Teknologi Informasi Jurnal Informatika Teknologi dan Sains (Jinteks)
Retno Indah Rokhmawati
Fakultas Ilmu Komputer , Universitas Brawijaya
Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Education Electrical & Electronics Engineering Energy Engineering Library & Information Science Other

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Analisis dan Pemodelan Proses Bisnis Bidang Pelayanan Perizinan Menggunakan Bussiness Process Model and Notation (BPMN) (Studi Pada Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Pemerintah Kota Malang) Dwi Rahmawati; Retno Indah Rokhmawati; Andi Reza Perdanakusuma
Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer Vol 1 No 11 (2017): November 2017
Publisher : Fakultas Ilmu Komputer (FILKOM), Universitas Brawijaya

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Abstract

Bidang pelayanan perizinan Pemerintah Kota Malang terdapat 12 proses bisnis pelayanan perizinan yang aktif. Pelaksanaan tugas dan tanggung jawab masih belum memiliki dokumen SOP (Standard Operating Procedure) yang dikarenakan perubahan struktur organisasi. Selain itu dalam kegiatan pelayanan publik ini memerlukan waktu yang cukup lama dan tidak menentu karena banyak terdapat pelimpahan tugas dari dinas lain yang masih belum diproses dan banyak para petugas yang belum mendapatkan Pendelegasian PTSP (Pelayanan Terpadu Satu Pintu) dan SPMT (Surat Perintah Mengerjakan Tugas ) dari Walikota Kota Malang.Oleh karena itu dengan pemaparan permasalahan yang ada, penelitian menerapkan konsep Bussiness Process Management (BPM) untuk melakukan analisis 12 proses bisnis pelayanan perizinan di bidang perizinan Kota Malang dan mengetahui beberapa kemungkinan permasalahan yang terjadi pada proses bisnis tersebut. Penelitian ini bertujuan untuk melakukan analisis dan memodelkan proses bisnis saat ini (as-is) pada bidang pelayanan perizinan. metodologi penelitian yang digunakan dengan studi literatur dan pengumpulan data dari wawancara, observasi, dan beberapa dokumen pendukung. Proses bisnis diidentifikasi dengan menggunakan Value Chain for Service, Konsep Abstraksi pada Bussiness Process Modelling Foundation, dan RACI Chart. Proses bisnis tersebut dimodelkan menggunakan standar pemodelan Bussiness Process and Notation ( BPMN) versi 2.0.Kata kunci: proses bisnis, Bussiness Process Model and Notation (BPMN
Pemodelan dan Evaluasi Proses Bisnis Menggunakan Metode Quality Evaluation Framework (QEF) (Studi Kasus: CV. Mulyo Tani Makmur) Laurensia Clara Sakti; Aditya Rachmadi; Retno Indah Rokhmawati
Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer Vol 1 No 12 (2017): Desember 2017
Publisher : Fakultas Ilmu Komputer (FILKOM), Universitas Brawijaya

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Abstract

CV. Mulyo Tani Makmur is a manufacturing company engaged in the production of fertilizers. As a company engaged in manufacturing, then the main thing process is the production process. The production process has a major effect on the resulting production. All processes must be done correctly. However, in reality, not all processes are performed in accordance with Standard Operating Procedures (SOP). So that various things or situations can hamper the way the company to achieve targets and at risk of losses to be generated for the company. Based on the indications of emerging problems, this study evaluates the ongoing business process by adapting the Quality Evaluation Framework (QEF) method. The QEF method assists in knowing the non-conformity between the target and the calculated result. The first thing to do is to determine the non-functional requirements and core processes that are modeled using Business Process Model and Notation (BPMN) version 2.0. Then perform the calculations according to the equations in QEF based on predetermined quality factors. The result of the calculation shows whether the quality factors are appropriate or not. The inconsistencies are analyzed using the Root Cause Analysis (RCA) method to find the root cause of the problem. The results of the RCA is expected to assist the company in minimizing the problems in the running business process.
Pengembangan Sistem Informasi E-Complaint (Studi Kasus GraPARI Telkomsel Malang) Muhammad Adnan; Retno Indah Rokhmawati; Fajar Pradana
Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer Vol 1 No 12 (2017): Desember 2017
Publisher : Fakultas Ilmu Komputer (FILKOM), Universitas Brawijaya

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Abstract

One of the goals GraPARI Telkomsel Malang is to provide services in handling customer complaints. Acceptance of complaints can be done in several ways, including through My GraPARI machine, call center and come directly to GraPARI office. Acceptance of customer complaints through My GraPARI machine or through the call center is considered not meet the needs, given the limited number of My GraPARI machines available only one unit in the city of Malang. As for the handling of complaints that require further handling, call center is considered not able to handle maximally because every process of handling must be informed directly to the customer. So to answer the above problems, can be given a solution of information system development as one form of application of the concept of Customer Relationship Management (CRM) Operational intended to receive complaints from customers. The method used in system development is using waterfall model which includes several stages of development, including: needs analysis, design, implementation and testing. System testing is done with several types of testing, including: black-box, compatibility, web service testing and system evaluation using the utility system approach. From the overall test results can be concluded that the features on the system has been running with a valid and can run on several type of browsers that have been tested.
Evaluasi Sumber Daya Teknologi Informasi Perusahaan Menggunakan COBIT 5 (Studi Kasus: PT Krakatau Steel (Persero) Tbk) Fadel Muhafiizh; Suprapto Suprapto; Retno Indah Rokhmawati
Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer Vol 1 No 12 (2017): Desember 2017
Publisher : Fakultas Ilmu Komputer (FILKOM), Universitas Brawijaya

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Abstract

PT Krakatau Steel (Persero) Tbk is a limited liability company under the command of BUMN which is engaged as the largest integrated steel producer in Indonesia. Corporate information technology governance is an important part of ensuring that the availability of the information technology has supported the achievement of the company's business objectives. With the problems found on existing resources, human resource management, and knowledge management of employees, information technology resource management on PT Krakatau Steel (Persero) Tbk. The COBIT 5 framework is considered to be an appropriate framework for information technology resource management. This study focuses on the COBIT 5 subdomain EDM04: Ensure Resource Optimisation, APO07: Human Resources Optimisation, and BAI08: Manage Knowledge and to determine the current of capability level and GAP's value. The result of EDM04 value is 3 at level 3 and GAP 1, APO07 is 2.3 at level 2 and GAP 0.7, and BAI08 is 2.7 at level 2 and GAP 0.3. In creating the recommendations, use SWOT analysis. The recommendation is focusing on controlling each procedure, implementing redundancy in the regeneration of infrastructure, labor demand, and updating and improving the analysis results on the knowledge management website, and increasing employee competency.
Analisis Kualitas Layanan Website Erafone terhadap Kepuasan Pelanggan menggunakan E-S-Qual dan E-Recs-Qual Nurul Syamsi Ekowati; Ari Kusyanti; Retno Indah Rokhmawati
Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer Vol 2 No 2 (2018): Februari 2018
Publisher : Fakultas Ilmu Komputer (FILKOM), Universitas Brawijaya

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Abstract

The number of businesses that operate on the internet by carrying out transactions through e-commerce continues to increase. The organization continues to try to reduce costs and increase productivity. Most of the companies will set up a website, which is considered as a new channel for conducting business transactions and customers can make purchases through the company's website. Service quality is the main factors for attracting more visitors in conducting visits and purchasing decisions on an e-commerce. To know the quality service of an e-commerce, it is necessary to conduct measurements of customer satisfaction. This research aims to know the quality of service the website Erafone towards customer satisfaction using the E-S-QUAL and E-RecS-QUAL which has been developed by Parasuraman. The constructs that build the research model used are: efficiency, fulfillment, system availability, privacy, responsiveness, compensation, contact, and satisfaction. A sample of 140 respondents was collected through an online questionnaire-based survey and analyzed using multiple linear regression. The results of this research show that the dimensions of efficiency, fulfillment, system availability, privacy, responsiveness, and contact affect customer satisfaction. The only factor that does not have significant influence towards customer satisfaction in using the services of the Erafone's website is compensation.
Pengembangan Sistem Self-Service Reservation pada Everyday Smart Hotel Malang Menggunakan Customer Relationship Management (CRM) Operasional Modul Sales Force Automation dan Service Automation Farhan Ishami; Retno Indah Rokhmawati; Mochamad Chandra Saputra
Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer Vol 2 No 2 (2018): Februari 2018
Publisher : Fakultas Ilmu Komputer (FILKOM), Universitas Brawijaya

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Abstract

Customer Relationship Management (CRM) is the process of menaging interaction between companies and customers regarding sales and service who utilize some integrated information to understand customer behaviour and serve the best service. This research was held at Everyday Smart Hotel Malang which one of activities is reservation process.Currently, the ordering has two process through online travel agent and booking process directly. But on certain activites, many customers make reservation directly. Furthermore, ordering process is often the occurrence of long queues, information received by customers is not complete, so customers involved to leave Everyday Smart Hotel. Regarding of this case hence need operational Customer Relationship Ranagement (CRM) module Sales Force Automation (SFA) and Service Automation (SA) Customer Self-service activity in order to improve service and customer satisfaction by applying integrated web-based system information then it will be more efficient. The result of this Customer Relationship Management (CRM) system for effectivity aspect, the result was 96% for customers and 96% for receptionist. For efficiency aspect, average time result 80% for the customer and 83% for receptionist more efficient. Then, for user satisfaction, the result was better because it has sixteen statement good for customers and receptionist.
Pengembangan Sistem Informasi Manajemen Reward Pelanggan Berbasis Website pada Pepito Market Cabang Sanur Ni Made Rai Arini Permatasari; Retno Indah Rokhmawati; Fajar Pradana
Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer Vol 2 No 2 (2018): Februari 2018
Publisher : Fakultas Ilmu Komputer (FILKOM), Universitas Brawijaya

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Abstract

Pepito Market Sanur Branch is one of the branches of Pepito Group. Pepito Group was established 2001 in Tuban, Jimbaran-Badung, Bali and already has more 20 branches in Bali. Pepito market implements Customer Relationship Management strategy to bind customers giving rewards to customers who have been shopping at Pepito Market by giving points. There are some things that become obstacles for customers and marketing of Pepito. Customers must come directly to the store and meet customer service to check their points. Marketing Pepito prints promotional catalogs in the form of flayers and distributes around the store to provide promotional information every month. This research will develop Information Management System of Customer Based Reward Based on Sanur Market Branch of Pepito Market. Implement operational CRM domain marketing automation and use webservice to combine Reward Management Information System with Pepito Cashier System. The system has several features: checking number of points, exchanging points, viewing catalogs, cataloging, editing catalogs and deleting catalogs. This system was developed using SDLC method using waterfall model. Final stages the system tested using black box method with 88% valid test result, white box with 100% valid test result and utility system for customer with 83% valid test result.
Perbaikan Antarmuka dan Pengembangan Fitur Baru Situs Web Indonesian Future Leaders Chapter Malang menggunakan Framework Affordance-Based Design Nissa Madaniyah Fadhilah; Retno Indah Rokhmawati; Hanifah Muslimah Az-Zahra
Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer Vol 2 No 2 (2018): Februari 2018
Publisher : Fakultas Ilmu Komputer (FILKOM), Universitas Brawijaya

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Abstract

IFL Malang is an organization which moves on the field social education and accomodate the community in Malang to synergize together to positive change for Malang who has a website with bogger domain.The main purpose of the website is to facilitate readers to get to know more about IFL Malang. IFL Malang was intended to develop an new interface due to several reasons. The first reason is there are still shortcomings in user interface of the website, such as huge amount of information accumulation, less tidy layout, visualization of the image still minimalist and lack of a clear navigation on the website. The second reason is the limited blogger facility for the addition of Donation menu that will be developed in the future. Affordance-based design can offer designs with a theoretical foundation that sees the design components thoroughly and considers functions and users well together and shows not only shows the desired affordances but also unwanted affordances. The results of design improvements with the Affordance-based design method resulted in a new design that not only looked at the positive side but also the negative side of an affordance and strongly reflects the user. Affordances has a good influence on usability testing that is the aspect of effectiveness by generating a percentage of effectiveness 98.14% of the maximum value 100 %, There is no significant processing time so that it can be judged both on the aspect of efficiency and excellent value on all items of user satisfaction.
Analisis Kualitas Layanan Website id.oriflame.com Terhadap Kepuasan Pelanggan Menggunakan E-S-QUAL dan E-RecS-QUAL Rifa Izza Nurlita; Ari Kusyanti; Retno Indah Rokhmawati
Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer Vol 2 No 2 (2018): Februari 2018
Publisher : Fakultas Ilmu Komputer (FILKOM), Universitas Brawijaya

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Abstract

id.oriflame.com website is an e-commerce of Oriflame Indonesia's beauty products that give opportunity to customers (Oriflame Consultants) to expand their business without the limited time and location. With the ease of this service, but based on the interview results, there are still a lot of complaints felt by the Consultant. It proves that the quality of the website service of id.oriflame.com has not fully satisfied the Consultant. The purpose of this study was to analyze the quality factors of id.oriflame.com website service which affect the satisfaction of Oriflame Consultant using 7 independent variables. The Data were collected through an online questionnaire of 140 respondents of Oriflame Indonesia Consultants Branch of Surabaya with the age ranges between 18-44 years. The type of this research is quantitative research that used E-S-QUAL and E-RecS-QUAL model and multiple linear regression analysis method to know the factors that influence the customers satisfaction. Based on the results of the analysis and discussion, it can be concluded that the variables that affect the customer satisfaction (Customer Satisfaction) is Efficiency, System Availability, Fulfillment, Privacy, Compensation and Contact. While the most affect of Customer Satisfaction is Fulfillment and Contact.
Analisis Tingkat Aksesibilitas Halaman Utama Situs Web Perguruan Tinggi Di Indonesia Berdasarkan WCAG 2.0 Mayda Arofata Frandini; Ismiarta Aknuranda; Retno Indah Rokhmawati
Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer Vol 2 No 3 (2018): Maret 2018
Publisher : Fakultas Ilmu Komputer (FILKOM), Universitas Brawijaya

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Abstract

Universities are one of the educational institutions that provide inclusive education for people with disabilities. Universities use the website as a medium of information dissemination. An important part of a website is homepage, which contains and reflects the entire website content information. Web accessibility means that everyone is able to use the website properly without any obstacles from a person's physical limitations. One of the standards governing web accessibility is Web Content Accessibility Guidelines 2.0 (WCAG 2.0). But until now in Indonesia there is no information about the level of accessibility of the website, especially on the homepage of the universities website and what issues reduce its accessibility. This research is analytical which evaluate the homepage of universities website in Indonesia. Evaluation is done with the help of AChecker and WAVE evaluation tool. The evaluation results will categorize the college website's homepage into accessible, partially accessible and inaccessible categories. WABS calculations are used to determine the ranking of the impact of problems that affect the decrease in web accessibility, so that recommendations can be given to improve accessibility of the college website's main page. This study shows that 23.9% of universities website are inaccessible. Very low contrast and errors in the use of alternative text on the site to be the majority of problems that require improvement
Co-Authors A'an Choiril Anwar Abdur Rahman Abdurahman Abdurahman Abdurrahman Firmansyah Adam Hendra Brata Adam Surya Wibawa Ade Gunawan Adi Nugroho Aditya Kurniawan Aditya Rachmadi Admaja Dwi Herlambang Adzanil Rachmadi P Agi Putra Kharisma Agnes Kristianti Novilda Agung Witanto Ahmad Afif Supianto Ahmad Fariddudin Ahmad Luthfi Teguh Adinegoro Ahmad Syaifulloh Imron Ainun Nuril Laily Alfa Fidel Reyhan Alfina Ayu Aulia Alif Akbar Tejamukti Amalia Dwi Indra Ramadhani Amrta Ageng Subarkah Anatasia Griselda Ferina Budiargo Andi Kautsar Thariq Andi Reza` Perdanakusuma Andika Fatimah Az-Zahara Andikarama Prasida Andreas Kurnia Ferdiantoro Andy Jaya Hartanto Anggi Riza Amirullah Sidharta Aniela Cahya Ningroem Annata Rahadiyan Apriani Ingin Marito Tampubolon Aprilia Riayatul Millah Aprivisi Ewa Abbas Argandarining Ilmi Harnis ari kusyanti Arief Budi Setiawan Arnezha Tinar Arsy Baiq Shazkya Aryo Seto Dwisaputra Asyora Dewi Prabandani Ath Thaariq Bhuwana Adifatha Atika Safitri Nugrahani Audrey Chyara Luthsa Hannita Dharma Aulia Fitri Rahmawati Ayu Fahrunnisa Ayu Meilinda Puspitasari Ayu Pratiwi Ayu Putu Augie Permata Dhea Azkia Samara Devi Azzahra Cantika Maharani Bayu Andhika Sarwono Bhanio Gemilang Putakaz Bondan Sapta Prakoso Buce Trias Hanggara Budi Iswanto Cassia Vera Diphiperidine Chaerul Irfan Nugraha Charisma Ubaidah Cholilia Cheldo Bagus Romansya Cherly Diansacharina Tri Wahyuningsuara Chika Apsari Dinda Chintia Devi Citra Mahardhika Dewi Murti Daniel Pradipta Hidayatullah Danu Firmansyah Hidayatullah Desi Rosalia Dewi Dessy Rif’a Anzani Desy Sulistyaningrum Dhiemas Gilang Pandian Dhiki Sekti Wibawa Dhuha Rizky Ramadhan Diah Priharsari Dian Indrawati Dika Imantika Dimas Adhitya Rahadiarizki Dinda Kanya Anky Putri Dwi Rahmawati Ebid Dliya'ul Haq Eko Bagus Prasetyoadi Elora Dosi Melindasari Erfan Yuono Evi Oktavia Kurniawati Fadel Muhafiizh Faiz Elyuan Permana Faizatul Amalia Fajar Pradana Fakhrizal Arif Pratidina Faradilla Umami Farhan Ishami Faried Fajar Fathin Naufal Hawi Fatur Rahnat Ariyan Fatwa Ramdani, Fatwa Febrian Diaz Maulana Febry Aditya Wibisono Romadhon Febryan Asa Perdana Filza Dikaputra Fitra Abdurrachman Bachtiar Fitri Resdiyani Fitria Handayani Galih Wisnu Murti Gayuh Syahqila Ravdania Ghasa Faraasyatul 'Alam Gidion Aldi Gitahayu Pradipta Hanifah Muslimah Az-Zahra Harin Puspa Ayu Catherina Harun Christian Bentro Haryo Setowibowo Herald Anwar Bhasarie Herman Tolle Himawat Aryadita Humfrey Prasetyo Rapri Hummam Aly Baziyad I Made Wirawan I Putu A Angga Krishna Ignatius Chandra Christian Ihsa Almasyah Pahlevi Ikrima Nuha Arifin Indrihana Kharismaning Larasati Intan Rahmawati Intan Sartika Eris Maghfiroh Iqbal Caraka Altino Ismiarta Aknuranda Jhon Septiago Ginting Juanshar Wicaksono Fajrin Juara Hutagalung Kariyoto Kariyoto Katon Pratama Susanto Kharinna Markis Kharis Alfian Kiristian Sibarani Komang Candra Brata Kristina Lely Liana Lasma Triani Laurensia Clara Sakti Lina Andreina Lutfi Fanani Luthfi Rahmad Hidayattullah Mahardeka Tri Ananta Makhdoum Tosinmim Mareta Siregar Marjorie Tirza Eunike Mayda Arofata Frandini Mei Mukti Wardana Mochamad Arief Satriajaya Mochamad Chandra Saputra Mochamad Chandra Saputra Mochammad Aldi Kushendriawan Mochammad Valdi Fuadi Moh Arif Andrian Moh. 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Septian Al Fikri Mohamad Zakaria Al Ansori Mokhammad Pungky Fadhli Muh Indra Gunawan Muhamad Arroofi Arga Kusumah Muhamad Iqbal Tawakal Muhammad Adnan Muhammad Agusalim Hariadi Muhammad Ainu Yazid Muhammad Aminul Akbar Muhammad Aswin Muhammad Audi Muhammad Aulia Utama Muhammad Baghiz Firdausa Muhammad Fadhil Muhammad Hilmy Musyafa Muhammad Iqbal Akbar Muhammad Jauhar Fuadi Muhammad Jordan Farrell Muhammad Rizqinovniari Muhammad Syukran Ni’matullah Muhammad Zidane Hidayatullah Suprapto Mukhammad Yusuf Nabila Aulia Anwar Nabila Khaerunisa Thazila Nabila Leksana Putri Nabila Rahmah Nabila Sarah Pradila Nabilla Ridha Permana Nanang Yudi Setiawan Naufal Nuha Ardhana Ngurah Pradipta Surya Mandala Ni Made Rai Arini Permatasari Niken Hendrakusma Wardani Nina Dian Kusumawardani Nissa Madaniyah Fadhilah Nizham Media Raziqi Nur Fajri Hayyuni Maulidya Nur Fitriani Nurrachmat Ardhianto Nurul Syamsi Ekowati Panji Wicaksono Prasetyo Margaret Wibisono Prima Rizki Maulidina Priska Suseta Putra, Anak Agung Adi Wiryya Putri Maulidah Hasanah Putri Stephanie Lesilolo Rachel Jessica Silalahi Rachmad Soleh Radhy Muhammad Ampera Raditya Rizky Putra Rahmadhana Ramadan Raja Anggara Putra Raka Kurnia Novriantama Raka Putra Pratama Raka Yuwono Ario Wibowo Ramadhan Eka Prana Putera Ratih Kartika Dewi Regita Cahyani Pramesti Remizar Fahrezi Achyar Firdaus Rendra Trihardo Resna Yulita Revina Laksmi Permata Hati Rezza Ananda Yoanko Ria Nevita Rully Prastianila Indriani Ricky Nourman Alfaried Rida Nafianti Riekko Rahmat Rahardian Rifa Izza Nurlita Ringgo Abriovenandita Riski Adam Elimade Risma Ismulia Rahmi Rizal Bachtiar Rizky Nur Rochman Rizqy Anwar Hidayatullah Rona Nisrina Rahmawati Ryan Rahmadiansyah Safira Widya Hapsari Satrio Agung wicak Satrio Agung Wicaksono Satrio Hadi Wijoyo Savero Muhammad Syahrizal Seila Riska Faricha Daerina Setia Khoirunisa' Setiyawan, Ramadhana Shahnaz Maulidini Arisa Stefanus Anugrah Pribadi Supraptoa Supraptoa Sutrisno Sutrisno Syamsu Anaqin Syattya Permata Anugrah Tahmidya Kamila Putri Nicahya Tetuko Aldimas Setyawan Eka Pradana Theresia Emiliana Boleng Tio Rizky Bachtiar Tites Agung Prabowo Tri Afirianto Tri Andre Mahadika Putra Tri Kantun Erestini Veronica Sonya Souissay Victor Axelius Kristianto Siren Wahyu Al Kindy Wenny Pujawati Wibisono Sukmo Wardhono Widhy Hayuhardhika Nugraha Putra Widi Aditama Wike Agustin Kurniasari Wilda Kusnawati Willy Arief Pramono Wirahadi Kusuma Yhanuar Alkhamislam Yhouga Beta Evantio Yosua Raka Justico Yudistira Maulana Yusi Tyroni Mursityo Yusrini Meidita Yustiyana April Lia Sari Zaeni, Ilham Ari Elbaith Zahra Safanah Atari