RANCANG BANGUN SISTEM INFORMASI REKAP DATA GANGGUAN PELANGGAN BERBASIS ARTIFICIAL INTELLIGENCE
DOI:
https://doi.org/10.54314/jssr.v9i5.7263Keywords:
sistem informasi, waterfall, rekap data gangguan pelanggan, artificial intelligence, APIAbstract
This study aims to design and build a Customer Disruption Data Recap Information System integrated with Artificial Intelligence (AI) at PT Aplikanusa Lintasarta Padang to replace the manual recording process that is prone to delay and classification error. The system was developed using a Research and Development (R&D) approach with the Waterfall model, covering requirement analysis, system design using Unified Modeling Language (UML), coding with PHP 8.2 and the Laravel 12 framework with a MySQL database, and integration with the OpenRouter Artificial Intelligence API for automatic complaint-text classification. Testing was carried out through Alpha Testing (White Box and Black Box) and Beta Testing (expert validation based on ISO/IEC 25010 and end-user testing using the End-User Computing Satisfaction/EUCS method). The results show that Black Box testing achieved a 100% success rate, expert validation reached an average of 90.18% (very good), and user satisfaction testing reached 87.08% (very good). It is concluded that the developed system is valid, practical, and feasible for implementation to support faster, more accurate, and more structured handling of customer disruption reports at PT Aplikanusa Lintasarta Padang.
Downloads
References
Anggraini, L., Islam, U., Muhammad, K., Al, A., Banjarmasin, B., Miai, S., & Banjarmasin, K. (2021). Sistem informasi penanganan PT. Telkom Akses untuk e-tiket gangguan pelanggan. 1(1).
Bahari, E., Fraska, D., & Chotijah, U. (2023). Perancangan Sistem Informasi Manajemen Tiket Keluhan Pelanggan PT. Jinde Grup Indonesia Berbasis Website Menggunakan Metode Waterfall. 6(5), 645–652.
Doll, W. J., & Torkzadeh, G. (1988). The Measurement of End-User Computing Satisfaction. MIS Quarterly, 12(2), 259–274.
Gulo, Y. (2026). Rancang bangun aplikasi peringkasan dokumen PDF berbasis web menggunakan teknologi Natural Language Processing. JULIKSI (Jurnal Informatika dan Sistem Informasi), 1(1), 1–8.
Harlina, M. S., Susilowati, E., Suharni, Herawati, M. S., & Atsiilah, M. F. (2025). Pemodelan Sistem Rancangan Website Toko Ummi Cookies Menggunakan UML (Unified Modelling Language). Jurnal Teknologi Dan Sistem Informasi Bisnis (JTeksis), 7(3), 364–371. https://doi.org/10.47233/jteksis.v7i3.1943
International Organization for Standardization. (2011). ISO/IEC 25010:2011 Systems and software engineering—Systems and software Quality Requirements and Evaluation (SQuaRE)—System and software quality models. ISO.
Kustanto, G. E. A., & Chernovita, H. P. (2021). Perancangan Sistem Informasi Manajemen Berbasis Web Studi Kasus: PT Unicorn Intertranz. Jurnal Teknologi Informasi dan Ilmu Komputer, 8(4), 719–728. https://doi.org/10.25126/jtiik.2021844849
Padillah, J. N., & Syahputra, M. (2024). Sistem Informasi Layanan Pengaduan Berbasis Web Dalam Peningkatan Pelayanan Publik Informasi Kecamatan Lubuk Begalung. Jurnal Sains dan Teknologi Informatika, 2(1).
Pages, N. (2024). Rancang Bangun Sistem Informasi Pengaduan Konsumen Area Muara Di PT. Telkom Akses Berbasis Web. Journal of Engineering, Technology and Computing (JETCom), 3(November), 1–10.
Parasian, B., Raja, L., Harahap, S. Z., & Juledi, A. (2026). Integrasi Sistem Informasi Berbasis AI untuk Optimalisasi Layanan Publik di Pemerintahan Daerah. 5(2020), 25–30.
Pressman, R. S., & Maxim, B. R. (2020). Software Engineering: A Practitioner's Approach (9th ed.). McGraw-Hill.
Qolbu, A. A., Fitriyati, N., & Inayah, N. (2025). Performa Naïve Bayes, SVM, dan IndoBERT pada Analisis Sentimen Twitter IndiHome dengan Strategi Penanganan Data Tidak Seimbang. 814(1), 29–44. https://doi.org/10.14421/fourier.2025.141.2944
Rachmawati, N. L., & Krisbiantoro, D. (2021). Evaluasi kepuasan pengguna sistem e-learning menggunakan metode end user computing satisfaction (Studi kasus: Universitas Amikom Purwokerto). Journal of Information System Management (JOISM), 3(2), 29–35. https://doi.org/10.24076/joism.2021v3i2.473
Ratniasih, N. L., & Adnyana, I. K. W. (2023). Rancang Bangun Sistem Terintegrasi Dengan Memanfaatkan Application Programming Interface Sebagai Sarana Penghubung. 7(2), 173–184.
Sinlae, F., Irwanda, E., Maulana, Z., & Syahputra, V. E. (2024). Penggunaan Framework Laravel dalam Membangun Aplikasi Website Berbasis PHP. 2(2), 119–132.
Wahyuni, I. T., Saputri, A. D., Setiawan, I., & Putranto, B. D. (2025). Analisis manajemen layanan TI pada perusahaan penyedia layanan internet menggunakan ITIL V4 Service Value System. Mars: Jurnal Teknik Mesin, Industri, Elektro dan Ilmu Komputer, 3(6), 71–91. https://doi.org/10.61132/mars.v3i6.1224
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Widi Hidayat, Rahayu Trisetyowati Untari, Ade Wisandra (Author)
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
