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All Journal Jurnal Teknik Informatika (JUTIF) Jurnal Publikasi Ilmu Komputer dan Multimedia
M.Afdal
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Computer Science & IT

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ANALISIS KULITAS LAYANAN E-COMMERCE MENGGUNAKAN METODE E-SERVQUAL DAN ZONE OF TOLERANCE Yudi waliyuddin; M.Afdal; Muhammad Lutfi; Mona Fronita
Jurnal Publikasi Ilmu Komputer dan Multimedia Vol 2 No 1 (2023): Januari : Jurnal Publikasi Ilmu Komputer dan Multimedia
Publisher : Pusat Riset dan Inovasi Nasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jupikom.v2i1.876

Abstract

E-commerce is a variety of businesses that involve widespread transactions including the exchange of information via the internet network. Tokopedia is the most visited e-commerce on the web at 146 million every month. Although there are many visitors, there are many complaint comments, such as delays in delivery and so on. The purpose of this study is to analyze service quality based on 6 dimensions of e-servqual and zone of tolerance to determine the level of tolerance for services provided by Tokopedia. From the results of the analysis obtained, the gap value of the servqual dimension is negative, meaning that customers are not satisfied with the gap of -0.78, while the results of the zone of tolerance mapping are 20 attributes whose current service position is below MSA, meaning that customers are dissatisfied with the services provided.
EVALUATION OF MATURITY LEVEL AND DESIGN OF INCIDENT MANAGEMENT SOP IN ACADEMIC INFORMATION SYSTEM USING ITIL V4 Febrian, Dany; Salisah, Febi Nur; Megawati, Megawati; M.Afdal; Marsal, Arif
Jurnal Teknik Informatika (Jutif) Vol. 5 No. 4 (2024): JUTIF Volume 5, Number 4, August 2024 - SENIKO
Publisher : Informatika, Universitas Jenderal Soedirman

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52436/1.jutif.2024.5.4.2286

Abstract

STIKES is one of the universities that organizes study programs that focus on Health Professional Education, one of which is STIKES XYZ Pekanbaru. STIKES XYZ should be able to utilize technology to support the performance and processes carried out in the educational environment. The Academic Information System (SIADAK) is a system at STIKES XYZ which is used by all lecturers and students. This system can be accessed online, however, the process that occurs when the system is used does not necessarily run well, there are still several things that must be considered, starting from maintenance and management of problems that occur. Therefore, maturity level measurements are carried out as well as designing standard operational procedures for incident management. This research uses the Information Technology Infrastructure Library Framework 4 and uses incident management practice as a guide for measuring maturity levels and designing SOPs for handling problems. Based on the results of data collection and processing based on practice incident management, it was found that the maturity level was at level 2 (Repeatable) and the SOP for handling problems was designed. Based on the results of the maturity level and the design of SOPs for handling problems with the academic information system, they can be used as a reference to further improve the quality of services and the quality of the Academic Information System.
Co-Authors Arif Marsal Febi Nur Salisah, Febi Nur Febrian, Dany Megawati - Mona Fronita MUHAMMAD LUTFI Yudi Waliyuddin