PENGEMBANGAN SISTEM INFORMASI ADUAN DAN PELAYANAN (SIAP) TICKETING BERBASIS WEB MENGGUNAKAN METODE SCRUM DI PT SARINAH

HASHEMI RAFSA ALFATIH, . (2026) PENGEMBANGAN SISTEM INFORMASI ADUAN DAN PELAYANAN (SIAP) TICKETING BERBASIS WEB MENGGUNAKAN METODE SCRUM DI PT SARINAH. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk mengembangkan Sistem Informasi Aduan dan Pelayanan (SIAP) Ticketing berbasis web di Divisi General Affairs PT Sarinah menggunakan metode Scrum. Penelitian dilatarbelakangi oleh proses pengelolaan aduan dan pelayanan internal yang masih menggunakan media komunikasi terpisah sehingga belum terintegrasi, mengakibatkan kesulitan dalam pemantauan status aduan, proses dokumentasi yang belum terstruktur, serta berpotensi menyebabkan keterlambatan dalam penanganan aduan. Sistem dikembangkan melalui kustomisasi platform open source osTicket menggunakan bahasa pemrograman PHP dan basis data MariaDB. Pengembangan dilakukan menggunakan metode Scrum yang terdiri atas empat sprint, yaitu Sprint Planning, Sprint, Sprint Review, dan Sprint Retrospective. Perancangan sistem menggunakan Unified Modeling Language (UML) yang meliputi use case diagram, activity diagram, sequence diagram, dan class diagram. Pengujian sistem dilakukan menggunakan Black Box Testing untuk menguji fungsionalitas sistem serta User Acceptance Testing (UAT) untuk mengukur tingkat penerimaan pengguna. Hasil penelitian menunjukkan bahwa seluruh fitur sistem berhasil diimplementasikan sesuai kebutuhan pengguna dengan tingkat keberhasilan Black Box Testing sebesar 100% pada 46 skenario pengujian. Hasil UAT yang melibatkan 78 responden memperoleh nilai rata-rata 81,82% dengan kategori Sangat Baik, sehingga menunjukkan bahwa Sistem Informasi Aduan dan Pelayanan (SIAP) berbasis web layak digunakan untuk mendukung pengelolaan aduan dan pelayanan internal di PT Sarinah. ***** This study aims to develop a web-based Complaint and Service Information System (SIAP) Ticketing for the General Affairs Division of PT Sarinah using the Scrum method. The research was motivated by the complaint and internal service management process, which relied on separate communication media, resulting in a lack of integration, difficulties in monitoring complaint status, unstructured documentation, and potential delays in complaint handling. The system was developed by customizing the open-source osTicket platform using PHP and MariaDB. The development process followed the Scrum framework through four sprints consisting of Sprint Planning, Sprint, Sprint Review, and Sprint Retrospective. System modeling employed Unified Modeling Language (UML), including use case, activity, sequence, and class diagrams. System evaluation was conducted using Black Box Testing to verify functional requirements and User Acceptance Testing (UAT) to measure user acceptance. The results showed that all system features were successfully implemented according to user requirements, achieving a 100% success rate in Black Box Testing across 46 test scenarios. Furthermore, User Acceptance Testing involving 78 respondents obtained an average score of 81.82%, categorized as Very Good. These findings indicate that the developed web-based SIAP is feasible to support complaint and internal service management at PT Sarinah.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Ressy Dwitias Sari, S.T., M.T.I. ; 2). Nur Elah, S.Kom., M.T.
Subjects:	Teknologi dan Ilmu Terapan > Teknik Komputer
Divisions:	FT > S1 Pendidikan Teknik Informatika Komputer
Depositing User:	Hashemi Rafsa Alfatih .
Date Deposited:	24 Jul 2026 04:26
Last Modified:	24 Jul 2026 04:26
URI:	http://repository.unj.ac.id/id/eprint/66990

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