Membangun Sistem Penilaian Tingkat Kepuasan Pelanggan Terhadap Kualitas Pelayanan Kantor Pos Samarinda Dengan Mengimplementasikan Fuzzy Service Quality Berbasis Web

Yusuf, Rochandi Zulkhaidir (2019) Membangun Sistem Penilaian Tingkat Kepuasan Pelanggan Terhadap Kualitas Pelayanan Kantor Pos Samarinda Dengan Mengimplementasikan Fuzzy Service Quality Berbasis Web. S1 Teknik Informatika thesis, STMIK Widya Cipta Dharma.

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Abstract

Kantor Pos Samarinda adalah bagian dari BUMN yang bergerak pada bidang jasa kurir dan jasa keuangan. tidak ingin kehilangan memontum dan kalah dalam persaingan bisnis ini. PT Pos Indonesia (Persero) yang kini lebih akrab disebut oleh masyarakat dengan nama Kantor Pos, dituntut untuk terus meningkatkan jumlah titik layanan dan kualitas pelayanan. Dengan meningkatnya kualitas pelayanan maka akan dapat meningkatkan kepercayaan masyarakat dalam menggunakan jasa Kantor Pos. Untuk mempermudah proses penilaian tingkat kepuasan pelanggan di Kantor Pos Samarinda maka pada penelitian ini merancang sebuah sistem penilaian tingkat kepuasan pelanggan terhadap kualitas pelayanan kantor pos Samarinda dengan metode fuzzy service quality berbasis web. Metode fuzzy service quality digunakan untuk melakukan fuzzyfikasi nilai-nilai fuzzy pada nilai persepsi dan nilai harapan. Pengembangan sistem dalam penelitian ini menggunakan metode sistem penunjang keputusan, tahapannya yaitu (1) Intelegensi, (2) desain, (3) pemilihan, dan (4) Implementasi. Untuk pemodelan sistem menggunakan diagram alir dan sitemap. Sistem diimplementasikan menggunakan bahasa pemrograman PHP, sublime text 3 sebagai webeditor, XAMPP sebagai webserver local, basis data MySQL. Hasil dari implementasi penilaian tingkat kepuasan pelanggan terhadap kualitas pelayanan kantor pos Samarinda dengan metode fuzzy service quality berbasis web menghasilkan sistem penilaian tingkat kepuasan pelanggan yang dapat membantu pihak kantor pos samarinda dalam penilaian kualitas pelayanan, dan memberikan laporan kualitas pelayanan kantor pos samarinda. ============================================================ Samarinda Post Office is part of a BUMN that is engaged in courier services and financial services. do not want to lose and lose in this business competition. PT Pos Indonesia (Persero), which is now better known as the community with the name of the Post Office, is required to continue to increase the number of services and quality of services. By trusting the quality of service, it will increase public trust in using the services of the Post Office. To simplify the process of assessing the level of customer satisfaction at the Samarinda Post Office, this study designed a customer satisfaction rating system for the quality of Samarinda post office services using web-based fuzzy service quality method. Fuzzy service quality method is used to fuzzy the fuzzy values ​​on the value of perception and expectation value. The system development in this research uses decision support system method, the steps are (1) Intelligence, (2) design, (3) election, and (4) Implementation. For system modeling use the flowchart and sitemap. The system is implemented using PHP programming language, sublime text 3 as webeditor, XAMPP as local webserver, MySQL database and codeigniter as framework. The results of the implementation of the assessment of customer satisfaction on the quality of service at the post office in Samarinda with web-based fuzzy service quality method resulted in a customer satisfaction rating system that could assist the post office in assessing service quality, and reporting quality services at the post office.

Item Type: Thesis (S1 Teknik Informatika)
Additional Information: Pembimbing 1 : Dr. Heny Pratiwi, S.Kom., M.Pd., M.TI Pembimbing 2 : Hanifah Ekawati, M.Pd
Uncontrolled Keywords: Fuzzy Service Quality, Kualitas Pelayanan, Sistem Penilaian
Subjects: Q Science > QA Mathematics > QA76 Computer software
Divisions: Teknik Informatika
Depositing User: Mr Zulkhaidir Rochandi Yusuf
Date Deposited: 05 Aug 2019 06:36
Last Modified: 05 Aug 2019 06:36
URI: http://repository.wicida.ac.id/id/eprint/2113

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