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All Journal Jurnal Nasional Komputasi dan Teknologi Informasi Jurnal Teknologi Informatika dan Komputer
Alda Putri Zahara
Universitas Esa Unggul
Aerospace Engineering Automotive Engineering Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Electrical & Electronics Engineering Engineering Neuroscience Transportation

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Aplikasi Sistem Antrian Layanan Teller Pada BANK BRI KC Tanjung Duren Jakarta Barat Badie Uddin; Alda Putri Zahara; Dinda Oktaviani Waruwu; Friska Imania; Siti Nur Kholifah
Jurnal Nasional Komputasi dan Teknologi Informasi (JNKTI) Vol 6, No 4 (2023): Agustus 2023
Publisher : Program Studi Teknik Komputer, Fakultas Teknik. Universitas Serambi Mekkah

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32672/jnkti.v6i4.6469

Abstract

Abstrak - Dalam instansi perbankan, pelayanan akan kepuasan nasabah merupakan hal yang sangat penting. Sehingga usaha untuk meningkatkan kualitas pelayanan selalu dilakukan. Antrian terjadi disebabkan karena kebutuhan akan layanan melebihi kapasitas pelayanan, sehingga nasabah yang datang tidak dapat segera dilayani disebabkan kesibukan layana pada bagian teller. Dengan pesatnya perkembangan teknologi, salah satu cara yang dapat dilakukan oleh industri perbakan untuk meningkatkan kualitas pelayanan adalah dengan membuat aplikasi yang dapat memberikan informasi antrian bank kepada nasabah. Dengan tujuan untuk  meningkatkan kualitas pelayanan pada instansi perbankkan dan memuaskan layanan pada sisi user maupun bank. Serta membatu instansi perbankan dalam memonitoring antrian.Kata kunci: Antrian, Teller, Aplikasi Web.Abstract - In banking institutions, the service of customer satisfaction is very important. So that efforts to improve the quality of service are always carried out. Queues occur because the need for service exceeds service capacity, so that customers who come cannot be served immediately due to busy service on the teller's part. With the rapid development of technology, one way that can be done by the banking industry to improve service quality is to create an application that can provide information on bank queues to customers. With the aim of improving the quality of service at banking institutions and satisfying services on the user and bank side. As well as helping banking institutions in monitoring queues.Keywords: Queque, Teller, Web Application
Analysis of IT Service Management at PT Bukit Asam Tbk using the ITIL V4 Framework Alda Putri Zahara; Yulhendri; Adi Widiantono; Qori Halimatul Hidayah
Jurnal Teknologi Informatika dan Komputer Vol. 12 No. 1 (2026): Jurnal Teknologi Informatika dan Komputer
Publisher : Universitas Mohammad Husni Thamrin

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37012/jtik.v12i1.3277

Abstract

PT. Bukit Asam Tbk (PTBA) is a mining company that utilizes information technology to support its business. In practice, IT services play an important role in supporting business operations from production, security, to supply chains. These services are also subject to Incident s and problems such as network disruptions, application troubleshooting, password resets, work device repairs, and access rights requests. Therefore, PTBA needs to implement Incident and Problem Management practices based on the ITIL V4 framework to handle Incident s as quickly as possible, so that their impact can be minimized and repeated Incident s prevented. This study aims to determine the extent of the implementation of Incident and Problem Management practices at PTBA using the ITIL V4 Maturity Level Self Assessment questionnaire. The questionnaire was distributed to eight stakeholders selected through purposive sampling. The results of the study show that the implementation of Incident Management practices at PTBA is at Level 3 (Product) with a gap of 1 from the target level, and Problem Management practices are at Level 3.5 (Quality Control) with a gap of 0.5 from the target level. Core processes such as recording, classification, prioritization, escalation, handling, and closure have mostly been implemented. However, there are weaknesses such as prioritization not being based on impact, and cross-party coordination not being fully structured. Therefore, recommendations were compiled based on ITIL V4 Incident and Problem Management practices, with the hope of helping PTBA improve the quality of its IT services.
Co-Authors Adi Widiantono Badie Uddin Dinda Oktaviani Waruwu Friska Imania Qori Halimatul Hidayah Siti Nur Kholifah Yulhendri Yulhendri