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All Journal JIEET (Journal of Information Engineering and Educational Technology) Journal of Informatics and Computer Science (JINACS) Jurnal Ilmu Ekonomi, Pendidikan dan Teknik (IDENTIK) Journal of Emerging Information Systems and Business Intelligence (JEISBI) Journal of Education Technology and Information System
Dwi Fatrianto Suyatno
Universitas Negeri Surabaya
Religion Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Languange, Linguistic, Communication & Media Library & Information Science

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Rancang Bangun Aplikasi Omnichannel Untuk Customer Service Menggunakan Metode Decision Tree Sebagai Strategi Klasifikasi Kategori (Studi Kasus: Bisnis Naskine) Lenida Nathania Ivana Sitorus; Dwi Fatrianto Suyatno
Jurnal Ilmu Ekonomi, Pendidikan dan Teknik Vol. 3 No. 4 (2026): IDENTIK - Juli
Publisher : CV. SINAR HOWUHOWU

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70134/identik.v3i4.1689

Abstract

Naskine customer service experiences difficulties in managing customer messages received through multiple communication channels, particularly WhatsApp and Instagram. The high volume of recurring customer inquiries and the limited capacity of admins to respond often result in delayed response times. This study aims to design and develop an omnichannel customer service application that integrates WhatsApp and Instagram into a single platform while automating the handling of frequently asked questions (FAQs). The Decision Tree method is applied to guide conversation flows based on predefined categories, enabling customers to obtain relevant information according to their needs. The application was developed using the Prototyping model with an iterative approach. The results indicate that the system improves the efficiency of customer service interactions through automated FAQ responses for recurring inquiries and structured message handling. The implementation of the system enhances response efficiency and allows admins to focus on conversations that require direct handling. The developed system can improve service quality and optimize customer service management.
Rancang Bangun Chatbot Berbasis Kecerdasan Buatan Terintegrasi Untuk Otomatisasi Layanan Pelanggan Melalui Platform Pesan Singkat Pada Bisnis Xyz Irza Maulana Ramadhan; Dwi Fatrianto Suyatno
Jurnal Ilmu Ekonomi, Pendidikan dan Teknik Vol. 3 No. 4 (2026): IDENTIK - Juli
Publisher : CV. SINAR HOWUHOWU

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70134/identik.v3i4.1697

Abstract

Customer service through WhatsApp is widely used by small and medium-sized businesses. However, manual customer service often leads to slow response times, repetitive interactions, limited operating hours, and difficulties in managing customer data and transactions. This study aims to design and develop an artificial intelligence-based chatbot integrated with a web dashboard to automate customer service for Business XYZ. The system was developed using the Agile Development methodology consisting of planning, design, development, testing, deployment, and review stages. The implementation integrates WhatsApp, React.js, Node.js, Supabase, OpenAI, Biteship API, and QRIS Dynamic payment services into a centralized platform. The chatbot is capable of providing product information, processing orders, calculating shipping costs, handling payments, tracking order status, and performing automated customer follow-up. System functionality was evaluated using Black-Box Testing, and all major features operated according to the expected results. The developed system successfully improves customer service automation while providing an integrated platform for managing products, customers, and transactions.
Analisis Dan Rencana Perbaikan Proses Administrasi Operasional Menggunakan Business Process Model And Notation (Bpmn) Dengan Metode Business Process Improvement (Bpi) Nabila Nuriyatul A’ini; Dwi Fatrianto Suyatno
Jurnal Ilmu Ekonomi, Pendidikan dan Teknik Vol. 3 No. 5 (2026): IDENTIK - September
Publisher : CV. SINAR HOWUHOWU

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70134/identik.v3i5.1746

Abstract

PT Sinar Harapan Mapan Santosa (SHMS) is a manpower outsourcing services provider managing approximately 200 to 250 daily workers. The current operational administration workflow (As-Is model) at PT SHMS faces conventional procedural obstacles, such as manual applicant data retrieval on HRD spreadsheets and parallel double-validation attendance between daily manual sheets and fingerprint machines. These upstream bottlenecks trigger excessive financial rework and delay the dispatch of hardcopy billing documents out of town, so that Service Purchase Order (SPO) issuance from the client's headquarters in Jakarta is delayed by 1 to 2 weeks, disrupting the company's operational cash flow. This study analyzes the root causes of these administrative issues and designs an improved workflow using Business Process Model and Notation (BPMN) combined with the Business Process Improvement (BPI) framework. This descriptive qualitative study evaluates data from 6 key process owners across core divisions through field observation, in-depth interviews, and time-analysis simulation in Bizagi Modeler. Root causes are dissected using the Ishikawa Diagram (Fishbone 4M+1E) and Non-Value-Added Analysis. The proposed workflow (To-Be Model) applies Harrington’s Streamlining Tools, comprising Simple Automated Systems via a cloud database, Bureaucracy Elimination and Error Proofing by removing manual paper attendance sheets, and a Paperless Environment alongside Bureaucracy Reduction through digital billing documents (e-documents). The simulation results indicate a significant reduction in average cycle time across all five administrative sub-processes: Sub-process 1 (Labor Request) was reduced to 2 hours 5 minutes (a 63.8% reduction); Sub-process 2 (Recruitment and Placement) to 6 hours 15 minutes (an 82.9% reduction); Sub-process 3 (Operational Coordination & Attendance) to 1 day 1 hour 46 minutes (a 75.2% reduction); Sub-process 4 (Labor Payroll) to 3 hours 23 minutes (a 91.6% reduction); and Sub-process 5 (Billing and Payment) to 8 days 1 hour 6 minutes (a 46.9% reduction). This upstream acceleration expedites the external bureaucratic verification of SPO issuance from Jakarta, thereby securing the company’s operational cash flow stability.
Measurement of Service Quality in the Tiktok Shop Application Using the Method E-Servqual And IPA (Importance Performance Analysis): Pengukuran Kualitas Layanan Pada Aplikasi Tiktok Shop Menggunakan Metode E-Servqual Dan IPA (Importance Performance Analysis) Putri Febriana Sari; Dwi Fatrianto Suyatno
Journal of Emerging Information Systems and Business Intelligence (JEISBI) Vol. 4 No. 2 (2023): Vol. 04 Issue 02
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/jeisbi.v4i2.52881

Abstract

TikTokShop is an application that operates in the field of digital buying and selling transactions, with the aim of facilitating users in making transactions. The purpose of this research is to measure the quality of user service provided by TikTokShop to provide appropriate recommendations to improve service features and others. The method used is E-Servqual,which consists of dimensions such as efficiency, fulfillment, reliability, privacy, responsiveness, compensation and contact. Analysis was then carried out using the method E-Service Quality and Importance Performance Analysis to measure how users perceive the quality of TikTok's serviceShop. The population for this study includes all TikTok users who have made transactions on TikTokShop. The results of this study indicate an overall gap between users' perceptions of performance and their expectations, with a score of -0.36; indicates that the services provided by TikTokShop do not meet user expectations. After conducting an IPA analysis of the 27 indicators mapped on the Cartesian diagram with quadrants A, B, C, and D, there are 5 priority indicators for service improvement which are included in quadrant A.
Analysis of User Satisfaction Live Shopping of the Shopee Application Using End User Computing Satisfaction (EUCS) and Performance, Information, Economic, Control, Efficiency, and Service (PIECES) Methods: Analisis Kepuasan Pengguna Live Shopping Aplikasi Shopee Menggunakan Metode End User Computing Satisfaction (EUCS) dan Performance, Information, Economic, Control, Efficiency, and Service (PIECES) Reyka Ayu Kartikasari; Dwi Fatrianto Suyatno
Journal of Emerging Information Systems and Business Intelligence (JEISBI) Vol. 4 No. 2 (2023): Vol. 04 Issue 02
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/jeisbi.v4i2.53143

Abstract

Many companies are competing to add variety to the online buying and selling business, such as offering products by live sellers. One platform that takes advantage of this is Shopee. However, it is known that the use of live shopping of the shopee application itself is still inferior to other similar applications and there are still some complaints or negative reviews. A service can be said to be successful in providing satisfaction if it can meet the needs of its users. The purpose of this study was to determine the results of measuring user satisfaction using the EUCS and PIECES methods, based on 11 variables namely content, accuracy, format, ease of use, timeliness, performance, information, economics, control, efficiency, and service. The data was obtained by distributing research questionnaires to users who made purchases on the Shopee application live shopping in Indonesia and obtained as many as 385 respondents. Based on the analysis conducted, it was found that all variables gave very satisfactory interpretation values ??with the highest value obtained by service at 90.42%, while the lowest value was obtained by timeliness at 78.31%. Then, all of these variables have a simultaneous effect on user satisfaction, whereas if partially all variables have an effect. However, there are two variables that do not have a partial effect, namely timeliness and efficiency.
Rancang Bangun Sistem Informasi Pergudangan Berbasis Web dan Android (Studi Kasus : PT Industri Kereta Api) Brian Adiyatma Ramadhan; Dwi Fatrianto Suyatno
Journal of Emerging Information Systems and Business Intelligence (JEISBI) Vol. 4 No. 2 (2023): Vol. 04 Issue 02
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/jeisbi.v4i2.53250

Abstract

Analisis Kepuasan Pelanggan Terhadap Layanan Aplikasi Klik Indomaret Menggunakan Metode End User Computing Satisfaction (EUCS) dan DeLone and McLean: Analisis Kepuasan Pelanggan Terhadap Layanan Aplikasi Klik Indomaret Menggunakan Metdoe End User Computing Satisfaction (EUCS) dan DeLone and McLean Gerald Christopher Hermawan; Dwi Fatrianto Suyatno
Journal of Emerging Information Systems and Business Intelligence (JEISBI) Vol. 4 No. 3 (2023): Vol. 04 Issue 03
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/jeisbi.v4i3.54230

Abstract

Klik Indomaret adalah layanan aplikasi E-commerce PT. Indomarco Prismatama yang diciptakan untuk menjadi saluran online yang dapat dijangkau oleh pelanggan Klik Indomaret. Model yang digunakan penelitian ini ialah model End User Computing Satisfaction (EUCS) dan DeLone and McLean. End User Computing Satisfaction (EUCS) memiliki arti adalah metode perbandingan antara kenyataan dan harapan (realita). DeLone and McLean artinya sebuah model guna pengindentifikasi faktor penyebab suksesnya sebuah sistem informasi. Tujuan penelitian ini adalah memberikan informasi yang akan menjadi referensi dalam mengelola dan memperbaiki layanan aplikasi seperti (1) mengetahui tingkat kepuasan pelanggan terhadap layanan aplikasi Klik Indomaret dan (2) menguji beberapa faktor yang ada pengaruh akan kepuasan pelanggan terhadap layanan aplikasi Klik Indomaret. Metode yang dipergunakan guna penelitian yaitu metode kuantitatif. Diawali dengan kegiatan observasi. Kegiatan ini bertujuan untuk memperoleh hasil pengamatan terhadap ulasan ulasan layanan Aplikasi Klik Indomaret. Lalu di lakukan kegiatan survei dengan menyebar kuesioner secara online dalam bentuk google form kepada responden. Hasil dari penelitian menyatakan ukuran tingkat kepuasan pelanggan terhadap layanan aplikasi Klik Indomaret secara keseluruhan berada pada tingkat sangat puas. Dengan hasil ini diharapkan layanan aplikasi Klik Indomaret dapat mempertahankan atau meningkatkan kembali terkait kepuasan pelanggannya. Beberapa variabel yang dapat ditingkatkan kembali agar berpengaruh signifikan seperti content, format, information quality, service quality, dan timeliness. Namun beberapa variabel yang dapat ditingkatkan kembali akan tetapi tidak berpengaruh signifikan seperti accuracy, easy of use, dan system quality.
Pengujian Fungsionalitas dan Celah Keamanan Website Kampoeng Sinaoe Menggunakan Equivalence Partition, Boundary Value Analysis, Fuzzing, dan Penetration Testing Fakhrul Alamuddin Al Zulfi; Dwi Fatrianto Suyatno
Journal of Emerging Information Systems and Business Intelligence (JEISBI) Vol. 4 No. 3 (2023): Vol. 04 Issue 03
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/jeisbi.v4i3.55188

Abstract

Pengujian perangkat lunak merupakan sebuah tahapan yang digunakan untuk menjamin kualitas suatu sistem dan berguna untuk mengetahui serta menemukan kesalahan-kesalahan yang terjadi setelah tahap pengembangan. Seringkali pengujian yang dilakukan untuk mengetahui kualitas sebuah sistem khususnya website adalah dengan menguji secara fungsionalitas dan keamanan. Menurut staf pengelola website Kampoeng Sinaoe, saat melakukan pembuatan website, hanya dilakukan pengujian sederhana menggunakan metode Black Box yakni mengamati validitas dari nilai masukan dan hasil keluaran (Equivalence Partitioning). Website tersebut juga pernah mengalami kendala pada sisi keamanan yaitu pembobolan halaman login admin. Hal tersebut tentunya sangat mengkhawatirkan dan dapat menyebabkan kerugian apabila data yang ada di dalam halaman admin tersebut disalahgunakan oleh pihak yang tidak bertanggung jawab. Dalam melakukan upaya preventif sehingga tidak terjadi hal serupa pada website Kampoeng Sinaoe, peneliti akan melakukan pengujian fungsionalitas dan keamanan pada website tersebut menggunakan Equivalence Partition, Boundary Value Analysis, Fuzzing, dan Penetration Testing. Penelitian yang dilakukan bertujuan untuk mengetahui kualitas website dari sisi fungsionalitas dan celah keamanan. Jenis penelitian ini menggunakan pendekatan kualitatif. Penelitian kualitatif ini dijadikan landasan awal bagi peneliti untuk mengetahui bagaimana kualitas website Kampoeng Sinaoe. Sumber data yang didapatkan dalam penelitian ini menggunakan metode wawancara, observasi, dan studi literatur. Pelaksanaan pengujian diawali dengan menguji website dari sisi fungsionalitas dengan tahapan pembuatan daftar fitur, nilai pengujian, dan test case. Kemudian, dilanjut menguji website dari sisi keamanan dengan tahapan pre-engagement interactions, intelligence gathering, threat modeling, vulnerability analysis, exploitation, post exploitation, dan reporting. Berdasarkan kedua pengujian tersebut website Kampoeng Sinaoe memiliki kualitas yang kurang baik dari sisi fungsionalitas dan keamanan.
Analisa Pengujian GUI Pada Website Online Course Ruangguru & Zenius Dengan Menggunakan Katalon Studio Fanny Septi Nurcahyani; Dwi Fatrianto Suyatno
Journal of Emerging Information Systems and Business Intelligence (JEISBI) Vol. 4 No. 4 (2023): Vol. 04 Issue 04
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/jeisbi.v4i4.56383

Abstract

Penelitian ini bertujuan untuk mengetahui hasil pengujian Graphical User Interface pada website online course ruangguru dan zenius dan menganalisis hasil pengujian tersebut dalam uji hipotesis. Jenis penelitian ini adalah penelitian deskriptif kuantitatif, dimana data output hasil pengujian yang terdiri dari durasi waktu respon (s) dan status keberhasilan baik passed maupun failed yang diperoleh kemudian dilakukan pengujian hipotesis. Hasil penelitian ini menunjukkan status keberhasilan yang diperoleh website zenpro lebih unggul karena hanya ada satu kasus uji yang memiliki status failed pada running test suite pertama yaitu TC008_Registrasi. Sedangkan pada website skill academy memiliki satu kasus uji yang berstatus failed dalam tiga kali pengujian running test suite yang dilakukan. Sedangkan dari sisi durasi waktu respon kedua website tersebut memiliki kelebihan dan kekurangan nya masing-masing. Selain itu melalui perhitungan program SPSS, diperoleh hasil uji hipotesis independent sample t-test dimana lower bernilai negatif yaitu -30.35522 dan upper bernilai positif yaitu 503.27628. Sedangkan Sig. (2-tailed) bernilai 0.081. Maka dapat dikatakan dari data output hasil pengujian ini menunjukkan bahwa, Ha ditolak yang berarti Ho diterima. Hal ini berarti uji hipotesis menunjukkan bahwa tidak ada perbedaan signifikan dalam performa GUI antara website online course Skill Academy Ruangguru dan Zenpro Zenius yang diuji menggunakan Katalon Studio.
Evaluasi User Experience Pada Aplikasi SOCO by Sociolla Menggunakan Google’s HEART Metrics dan Set GSM : JEISBI (Journal of Emerging Information Systems and Business Intelligence) Mega Cipta Herawati; Dwi Fatrianto Suyatno
Journal of Emerging Information Systems and Business Intelligence (JEISBI) Vol. 4 No. 4 (2023): Vol. 04 Issue 04
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/jeisbi.v4i4.56424

Abstract

User experience menjadi salah satu faktor penting terkait keberhasilan sebuah aplikasi mobile. Jika user experience yang dimiliki sebuah aplikasi semakin baik, para pengguna akan merasa puas dan loyalitas mereka akan semakin tinggi. User experience yang baik ini dapat menguntungkan perusahaan dan meningkatkan keinginan pengguna untuk kembali ke aplikasi dan melakukan pembelian. Metode HEART metrics yang disertai set Goals-Signals-Metrics ini merupakan salah satu alat evaluasi user experience untuk menilai apakah suatu user experience sudah berjalan dengan baik atau belum. Penelitian ini bertujuan untuk: (1) Mengatahui hasil perhitungan evaluasi user experience pada aplikasi SOCO by Sociolla dan kategori tiap variabel, (2) Mengetahui nilai rata-rata keseluruhan variabel metode HEART pada aplikasi SOCO by Sociolla, dan (3) Mengetahui ada tidaknya perbedaan hasil yang signifikan antara variabel-variabel metode HEART. Metode HEART ini terdiri dari 5 variabel yaitu Happiness, Engagement, Adoption, Retention, dan Task Success. Berdasarkan hasil penelitian ditemukan bahwa tidak semua variabel HEART metrics mencapai goals yang ingin dicapai. Serta terdapat berbedaan yang signifikan antar semua variabel.
Co-Authors Afiana Yusita Agus Prihanto Ahmad Jourji Zaidan Andi Iwan Nurhidayat Andi Nurhidayat Asmunin Asmunin Ayu Anggraini Bagas Putra Pradana Brian Adiyatma Ramadhan Daryl Mardhikasiandi Deva Agustina Emireza Emireza Fakhrul Alamuddin Al Zulfi Fanny Septi Nurcahyani Fauza Wayah Azhari Febrian Daffa Eka Putra Friday Zahrotul Jannah Gerald Christopher Hermawan Hanifatul Fa'iqoh Hany Fitriaruli Ibrahim Kayyis Irza Maulana Ramadhan Jales Febri Kusuma Kennesty Ayustia Darmawan Laura Naily Tsabita Lenida Nathania Ivana Sitorus Lifan Dwinur Andrianto Mega Cipta Herawati Muhammad Afif Mu'tashim Nabila Nuriyatul A’ini Nadiah Della Damayanti Nasywa Putri Nataliza Putri Febriana Sari Reyhan Rainaldy Reyka Ayu Kartikasari Rifqi Rasendriya Firmansyah Rizania Fayza Indhira Ryan Ferdiansyah Zulvia Arifatul Fadzilah