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All Journal Jurnal Teknik Informatika Jurnal Riset Sistem Informasi
Suhartini Yulianti
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Computer Science & IT Education Other

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Analisis Manajemen Layanan Teknologi Informasi pada Hotel Aston Palembang Menggunakan Framework ITIL Putri Maharani; Suhartini Yulianti; Siti Aulia Zuriati; Dempi Ariska; Claria Dwi Saputri; Fenny Purwani
JEKIN - Jurnal Teknik Informatika Vol. 5 No. 2 (2025)
Publisher : Yayasan Rahmatan Fidunya Wal Akhirah

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58794/jekin.v5i2.1399

Abstract

Pesatnya perkembangan teknologi informasi menuntut sektor perhotelan untuk mengelola layanan TI secara efektif guna menunjang operasional bisnis dan meningkatkan kualitas layanan. Penelitian ini menganalisis manajemen layanan TI di Hotel Aston Palembang dengan menggunakan kerangka kerja ITIL V3, khususnya pada domain Service Operation. Penelitian ini menggunakan pendekatan kualitatif deskriptif dengan strategi studi kasus, melalui wawancara semi-terstruktur, observasi partisipatif, dan analisis dokumen internal. Hasil penelitian menunjukkan bahwa hotel telah menerapkan proses manajemen insiden dan permintaan layanan, namun masih dilakukan secara manual dan belum terdokumentasi secara formal. Rata-rata terjadi 8–10 insiden per bulan dengan waktu penyelesaian 1–2 hari. Selain itu, belum tersedia dokumentasi SLA, sistem ticketing digital, maupun proses change management yang terstruktur. Hanya domain Service Operation yang berjalan relatif baik; domain lain masih perlu pengembangan. Penelitian ini memberikan kontribusi baru karena studi berbasis ITIL di sektor perhotelan masih terbatas. Rekomendasi diberikan untuk meningkatkan efisiensi dan kesinambungan layanan melalui dokumentasi formal dan perencanaan strategis sesuai praktik terbaik ITIL.
ANALISIS TINGKAT KEPUASAAN PENGGUNA PORTAL WEB PPID DENGAN METODE EUCS PADA KANWIL KEMENAG PROVINSI SUMATERA SELATAN Suhartini Yulianti; Freddy Kurnia Wijaya
Jurnal Riset Sistem Informasi Vol. 3 No. 1 (2026): Januari : Jurnal Riset Sistem Informasi (Dalam Proses)
Publisher : CV. Denasya Smart Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.69714/v7zc9t86

Abstract

The PPID Web Portal of the Regional Office of the Ministry of Religious Affairs of South Sumatra serves as a primary platform for providing public information in a fast and transparent manner. To ensure that the portal truly meets the needs of its users, an evaluation of user satisfaction is required. This study aims to analyze user satisfaction with the portal using the End User Computing Satisfaction (EUCS) method, which assesses five key dimensions: content, accuracy, format, ease of use, and timeliness. The research employed a descriptive quantitative approach by distributing questionnaires to 104 respondents who had previously accessed the PPID Web Portal. All research instruments were confirmed to be valid and reliable based on the validity and reliability tests. Regression analysis shows that four variables accuracy, format, ease of use, and timeliness have a significant influence on user satisfaction. In contrast, the content variable does not show a significant effect, indicating that the information provided on the portal does not yet fully meet user needs or expectations. The simultaneous F-test demonstrates that all EUCS variables collectively have a significant impact on user satisfaction, with an Adjusted R² value of 0.839, meaning that most variations in user satisfaction can be explained by these five variables. Overall, the portal has provided adequate information services, particularly in terms of data accuracy, interface design, usability, and timeliness of updates. Nevertheless, improving the quality of content should be a priority to ensure a more comprehensive and user-aligned information service experience.
Co-Authors Claria Dwi Saputri Dempi Ariska Fenny Purwani Freddy Kurnia Wijaya Putri Maharani Siti Aulia Zuriati