(0800759053) Indra Winata (0800759066) Kelas Kelompok : 07 PCT 08 Abstrak - ANALISIS DAN PERANCANGAN CUSTOMER CARE BERBASIS WEB PADA PT. NEXIAN - Binus e-Thesis

  Jurusan Teknik Informatika Skripsi Sarjana Komputer

  Semester Ganjil tahun 2007/2008

  

ANALISIS DAN PERANCANGAN

CUSTOMER CARE BERBASIS WEB PADA PT. NEXIAN

Windy (0800759002) Jessica (0800759053) Indra Winata (0800759066) Kelas / Kelompok :

  07 PCT / 08 Abstrak

  Tujuan penulisan skripsi ini adalah untuk merancang suatu aplikasi Customer

  

Care berbasis web yang dapat digunakan sebagai penunjang dalam proses komunikasi

  antara customer dengan perusahaan. Dalam mengembangkan aplikasi ini, penulis menggunakan metode SDLC Waterfall agar proses pengembangan lebih teratur dan efektif. Sedangkan untuk metode penelitian yang digunakan dalam penulisan skripsi ini adalah dengan menggunakan metode studi kepustakaan dan metode studi lapangan, yaitu wawancara dengan direktur PT. Nexian. Dari penelitian yang dilakukan, diperoleh informasi bahwa pihak perusahaan tidak puas dengan sistem yang ada saat ini dan merasa perlu melakukan perombakan terhadap sistem tersebut. Dari permasalahan yang ada, dibuatlah sebuah sistem baru yaitu customer care pada website-nya yang dapat memenuhi permintaan baik customer maupun perusahaan, sehingga proses komunikasi antar kedua belah pihak dapat terjalin dengan lancar tanpa adanya hambatan waktu maupun tempat.

  Kata Kunci : Customer Care, Website, Nexian vi

  Puji syukur penulis panjatkan kepada Tuhan Yang Maha Esa atas terselesaikannya skripsi ini.

  Adapun penulisan skripsi ini dilakukan sebagai salah satu syarat kelulusan dalam menyelesaikan studi jenjang S1 (Strata Satu) pada Universitas Bina Nusantara, Jakarta.

  Penulis telah berusaha sebaik mungkin dalam menyelesaikan skripsi ini, namun penulis menyadari sepenuhnya bahwa penulisan skripsi ini masih jauh dari sempurna karena adanya keterbatasan waktu, pengalaman, dan kemampuan penulis. Oleh karena itu dengan rendah hati penulis sangat menghargai segala saran dan kritik yang membangun dari pembaca untuk penyempurnaan skripsi ini.

  Dalam kesempatan ini penulis hendak menyampaikan rasa terima kasih yang sebesar – besarnya kepada semua pihak yang telah membantu dan memberi dorongan dalam penulisan skripsi ini. Ucapan terima kasih penulis sampaikan kepada :

  1. Bapak Prof. Dr. Gerardus Polla, M.App.Sc., selaku Rektor Universitas Bina Nusantara.

  2. Bapak Sablin Yusuf, Ir., M.Sc., M.Comp.Sc., selaku Dekan Fakultas Ilmu Komputer.

  3. Bapak Fredy Purnomo, S.Kom., M.Kom., selaku Ketua Jurusan Teknik Informatika.

  4. Ibu Henny Surya Ningsih, S.Kom., MsoftSysEng., selaku Sekretaris Jurusan Teknik Informatika.

  5. Bapak Syaeful Karim, Ir., M.Sc., selaku dosen pembimbing yang telah banyak memberi pengarahan, masukan, bimbingan, dan dorongan semangat kepada penulis selama penulisan skripsi ini.

  6. Seluruh dosen Universitas Bina Nusantara yang telah memberi ilmu dan bimbingan kepada penulis selama masa kuliah.

  7. Orang tua, seluruh keluarga, teman, dan kerabat yang telah memberikan dukungan baik secara moril maupun materiil dalam penulisan skripsi ini.

  8. Serta kepada semua pihak yang tidak dapat kami sebutkan satu per satu, yang telah membantu dalam penulisan skripsi ini secara langsung maupun tidak langsung.

  Semoga Tuhan senantiasa melimpahkan berkat, karunia, dan rahmat – Nya kepada semua pihak.

  Akhir kata, penulis berharap semoga penulisan skripsi ini dapat berguna dan bermanfaat bagi rekan – rekan atau pihak lain yang membutuhkan.

  Jakarta, Januari 2008 Penulis vii

  viii

  

DAFTAR ISI

  Halaman Judul Luar ...................................................................................................... i Halaman Judul Dalam .................................................................................................. ii Halaman Persetujuan Hardcover ................................................................................. iii Halaman Pernyataan Dewan Penguji ........................................................................... iv Abstrak ........................................................................................................................ v Prakata ........................................................................................................................ vi Daftar Isi ................................................................................................................... viii Daftar Tabel ............................................................................................................... xii Daftar Gambar .......................................................................................................... xiii

  BAB 1 PENDAHULUAN

  1.1 Latar Belakang ................................................................................ 1

  1.2 Ruang Lingkup ............................................................................... 3

  1.3 Tujuan dan Manfaat ........................................................................ 3

  1.4 Metodologi ..................................................................................... 4

  1.5 Sistematika Penulisan ...................................................................... 7

  BAB 2 LANDASAN TEORI

  2.1 Teknologi Informasi ........................................................................ 9

  2.2 Internet ......................................................................................... 10

  2.2.1 World Wide Web ............................................................... 11

  2.2.1.1 Istilah Dalam World Wide Web .......................... 12

  2.2.1.2 Protokol Komunikasi Internet ............................. 13

  2.3 Interaksi Manusia dan Komputer ................................................... 17

  2.3.1 Delapan Aturan Emas Rancangan Interface ....................... 18

  2.3.2 Tiga Pilar Perancangan Interface ....................................... 19

  2.3.3

  7 Elemen Desain dari Customer Interface .......................... 21

  2.3.4 Kesalahan Umum Dalam Mendesain Website .................... 22

  2.4 Software Engineering (SE) ............................................................ 22

  2.5 Software Development Life Cycle (SDLC) ................................... 24

  2.6 Sistem Basis Data (Database) ........................................................ 29

  2.6.1 Pengertian Sistem Basis Data ............................................ 29

  2.6.2 Database Management System (DBMS) ............................ 30

  2.6.3 Keuntungan dan Kerugian DBMS ..................................... 30

  2.7 Unified Modelling Language (UML) ............................................. 31

  2.7.1 Class Diagram ................................................................... 32

  2.7.2 Use Case ........................................................................... 34

  2.7.3 Sequence Diagram ............................................................. 36

  2.8 Object Oriented Analysis and Design (OOAD) ............................. 36

  2.8.1 Encapsulation .................................................................... 37

  2.8.2 Inheritance ......................................................................... 38

  2.8.3 Polymorphism ................................................................... 38

  2.9 Active Server Pages.NET (ASP.NET) ........................................... 39

  2.10 Entity Relationship Diagram (ERD) .............................................. 40

  2.11 Structured Query Language (SQL) ................................................ 41

  BAB 3 ANALISIS DAN PERANCANGAN

  3.1 Gambaran Umum Perusahaan ....................................................... 43

  3.1.1 Riwayat Perusahaan ........................................................... 43 ix

  x

  3.5.4 Rancangan Spesifikasi Proses ......................................... 124

  4.1.3 Panduan Menggunakan Aplikasi ...................................... 134

  4.1.2 Panduan Melakukan Instalasi Sistem ............................... 129

  4.1.1.3 Kebutuhan Sumber Daya Manusia Untuk Menjalankan Sistem/Aplikasi ............................ 128

  4.1.1.2 Kebutuhan Perangkat Keras Untuk Menjalankan Sistem/Aplikasi ................................................. 128

  4.1.1.1 Kebutuhan Perangkat Lunak Untuk Menjalankan Sistem/Aplikasi ................................................. 127

  4.1.1 Spesifikasi Sistem ............................................................ 127

  4.1 Implementasi Sistem/Aplikasi ..................................................... 127

  BAB 4 IMPLEMENTASI DAN EVALUASI

  3.5.3 Rancangan Database ........................................................ 118

  3.1.2 Struktur Organisasi Perusahaan ......................................... 45

  3.5.2 Rancangan Layar ............................................................... 69

  3.5.1.3 Sequence Diagram .............................................. 55

  3.5.1.2 Use Case Diagram ............................................... 50

  3.5.1.1 Class Diagram ..................................................... 49

  3.5.1 Rancangan UML ............................................................... 48

  3.5 Perancangan Sistem ...................................................................... 48

  3.4 Analisis Pemecahan Masalah ........................................................ 47

  3.3 Analisis Permasalahan ................................................................... 46

  3.2 Analisis Sistem yang Sedang Berjalan ........................................... 46

  4.2 Evaluasi Sistem ........................................................................... 181

  BAB 5 SIMPULAN DAN SARAN

  5.1 Simpulan ..................................................................................... 187

  5.2 Saran ........................................................................................... 187 DAFTAR PUSTAKA RIWAYAT HIDUP LAMPIRAN - LAMPIRAN FOTOKOPI SURAT SURVEI xi

DAFTAR TABEL

Tabel 3.1 Tabel Use Case Customer Care .................................................................. 50Tabel 3.2 Tabel Use Case Registrasi dan Login .......................................................... 51Tabel 3.3 Tabel Use Case Search ............................................................................... 52Tabel 3.4 Tabel Use Case System View ...................................................................... 53Tabel 3.5 Tabel Use Case Update .............................................................................. 54Tabel 3.6 Tabel MsAsk ............................................................................................. 118Tabel 3.7 Tabel MsContent ...................................................................................... 119Tabel 3.8 Tabel MsFAQ ........................................................................................... 120Tabel 3.9 Tabel MsNews .......................................................................................... 120Tabel 3.10 Tabel MsProduct .................................................................................... 121Tabel 3.11 Tabel MsDescription .............................................................................. 122Tabel 3.12 Tabel MsUser ......................................................................................... 122

  

DAFTAR GAMBAR

Gambar 2.1 An Eight-Stage SDLC ............................................................................ 25Gambar 2.2 Contoh Sequence Diagram ...................................................................... 36Gambar 3.1 Use Case Customer Care ........................................................................ 50Gambar 3.2 Use Case Registrasi dan Login ................................................................ 51Gambar 3.3 Use Case Search ..................................................................................... 52Gambar 3.4 Use Case System View ............................................................................ 53Gambar 3.5 Use Case Update .................................................................................... 54Gambar 3.6 Sequence Ask & Answer .......................................................................... 55Gambar 3.7 Sequence Change Pin Admin .................................................................. 55Gambar 3.8 Sequence Download ................................................................................ 56Gambar 3.9 Sequence Edit Account ............................................................................ 56Gambar 3.10 Sequence Login Gagal ........................................................................... 57Gambar 3.11 Sequence Login Sukses ......................................................................... 57Gambar 3.12 Sequence Logout ................................................................................... 58Gambar 3.13 Sequence Registrasi Gagal .................................................................... 58Gambar 3.14 Sequence Registrasi Sukses ................................................................... 59Gambar 3.15 Sequence Search ................................................................................... 59Gambar 3.16 Sequence Update Download ................................................................. 60Gambar 3.17 Sequence Update FAQ .......................................................................... 60Gambar 3.18 Sequence Update News ......................................................................... 61Gambar 3.19 Sequence Update Product ..................................................................... 61Gambar 3.20 Sequence View About Us ....................................................................... 62 xiiiGambar 3.21 Sequence View Admin ........................................................................... 62Gambar 3.22 Sequence View Contact Us .................................................................... 63Gambar 3.23 Sequence View Customer Care ............................................................. 63Gambar 3.24 Sequence View FAQ .............................................................................. 64Gambar 3.25 Sequence View Home ............................................................................ 64Gambar 3.26 Sequence View Link / Consortium ......................................................... 65Gambar 3.27 Sequence View Manufacture ................................................................. 65Gambar 3.28 Sequence View My Account ................................................................... 66Gambar 3.29 Sequence View News ............................................................................. 66Gambar 3.30 Sequence View Overview ...................................................................... 67Gambar 3.31 Sequence View Product ......................................................................... 67Gambar 3.32 Sequence View Site Map ....................................................................... 68Gambar 3.33 Layar Home .......................................................................................... 69Gambar 3.34 Layar Home jika login sebagai customer ............................................... 70Gambar 3.35 Layar Home jika login sebagai admin ................................................... 71Gambar 3.36 Layar Overview .................................................................................... 72Gambar 3.37 Layar Overview jika login sebagai customer ......................................... 72Gambar 3.38 Layar Overview jika login sebagai admin .............................................. 73Gambar 3.39 Layar News ........................................................................................... 74Gambar 3.40 Layar News jika login sebagai customer ............................................... 75Gambar 3.41 Layar News jika login sebagai admin .................................................... 76Gambar 3.42 Layar Product ....................................................................................... 77Gambar 3.43 Layar Product jika login sebagai customer ............................................ 78Gambar 3.44 Layar Product jika login sebagai admin ................................................. 79 xivGambar 3.45 Layar About Us .................................................................................... 80Gambar 3.46 Layar About Us jika login sebagai customer ......................................... 80Gambar 3.47 Layar About Us jika login sebagai admin .............................................. 81Gambar 3.48 Layar Site Map ..................................................................................... 82Gambar 3.49 Layar Site Map jika login sebagai customer .......................................... 82Gambar 3.50 Layar Site Map jika login sebagai admin ............................................... 83Gambar 3.51 Layar Link / Consortium ....................................................................... 84Gambar 3.52 Layar Link / Consortium jika login sebagai customer ............................ 84Gambar 3.53 Layar Link / Consortium jika login sebagai admin ................................ 85Gambar 3.54 Layar Contact Us .................................................................................. 86Gambar 3.55 Layar Contact Us jika login sebagai customer ....................................... 87Gambar 3.56 Layar Contact Us jika login sebagai admin ........................................... 87Gambar 3.57 Layar Login .......................................................................................... 88Gambar 3.58 Layar Sign-Up (step 1) .......................................................................... 89Gambar 3.59 Layar Sign-Up (step 2) .......................................................................... 91Gambar 3.60 Layar Sign-Up (step 3) .......................................................................... 92Gambar 3.61 Layar Manufacture ................................................................................ 93Gambar 3.62 Layar Manufacture jika login sebagai customer ..................................... 93Gambar 3.63 Layar Manufacture jika login sebagai admin ......................................... 94Gambar 3.64 Layar My Account ................................................................................ 95Gambar 3.65 Layar Download Area ........................................................................... 96Gambar 3.66 Layar Download Ringtone .................................................................... 97Gambar 3.67 Layar Download Wallpaper .................................................................. 97Gambar 3.68 Layar Download Software .................................................................... 98 xvGambar 3.69 Layar Download Quick Guide ............................................................... 98Gambar 3.70 Layar Download User Manual .............................................................. 99Gambar 3.71 Layar Add Download Content ............................................................... 99Gambar 3.72 Layar Edit Download Content ............................................................. 100Gambar 3.73 Layar Ask Nexian ............................................................................... 101Gambar 3.74 Layar F.A.Q ........................................................................................ 102Gambar 3.75 Layar Edit Account ............................................................................. 103Gambar 3.76 Layar Admin Area .............................................................................. 104Gambar 3.77 Layar Update News ............................................................................ 105Gambar 3.78 Layar Edit News ................................................................................. 106Gambar 3.79 Layar Add News ................................................................................. 106Gambar 3.80 Layar Product (Handphone) ................................................................ 107Gambar 3.81 Layar Product (Accessories) ............................................................... 107Gambar 3.82 Layar Edit Product .............................................................................. 108Gambar 3.83 Layar Add Product .............................................................................. 108Gambar 3.84 Layar Content Ringtone (Admin) ........................................................ 109Gambar 3.85 Layar Content Wallpaper (Admin) ...................................................... 110Gambar 3.86 Layar Content Software (Admin) ........................................................ 111Gambar 3.87 Layar Content Quick Guide (Admin) .................................................. 111Gambar 3.88 Layar Edit Quick Guide ...................................................................... 112Gambar 3.89 Layar Content User Manual (Admin) .................................................. 112Gambar 3.90 Layar Add Content .............................................................................. 113Gambar 3.91 Layar Answer Customer ..................................................................... 114Gambar 3.92 Layar Submit Answer ......................................................................... 115 xviGambar 3.93 Layar FAQ (Admin) ........................................................................... 116Gambar 3.94 Layar Add FAQ .................................................................................. 117Gambar 3.95 Layar Edit FAQ .................................................................................. 117Gambar 3.96 Entity Relationship Diagram (ERD) .................................................... 124Gambar 4.1 SQL Server ........................................................................................... 130Gambar 4.2 SQL Server Telah Dijalankan ............................................................... 131Gambar 4.3 Restore Database .................................................................................. 132Gambar 4.4 Memilih Database yang Akan di Restore .............................................. 133Gambar 4.5 Tampilan Layar Home .......................................................................... 134Gambar 4.6 Tampilan Layar Overview ..................................................................... 135Gambar 4.7 Tampilan Layar About Us ..................................................................... 135Gambar 4.8 Tampilan Layar Site Map ...................................................................... 136Gambar 4.9 Tampilan Layar Consortium / Links ...................................................... 137Gambar 4.10 Tampilan Layar Contact Us ................................................................ 138Gambar 4.11 Tampilan Layar News ......................................................................... 139Gambar 4.12 Tampilan Layar Rincian Berita ........................................................... 140Gambar 4.13 Tampilan Layar Product (Handphone) ................................................ 141Gambar 4.14 Tampilan Layar Product (Accessories) ................................................ 142Gambar 4.15 Tampilan Layar Rincian Produk .......................................................... 143Gambar 4.16 Tampilan Layar Sign Up Step 1 ........................................................... 144Gambar 4.17 Tampilan Layar Gagal Sign Up ........................................................... 145Gambar 4.18 Tampilan Layar Sign Up Step 2 ........................................................... 146Gambar 4.19 Tampilan Layar Sign Up Sukses ......................................................... 147Gambar 4.20 Tampilan Layar Login ........................................................................ 147 xviiGambar 4.21 Tampilan Layar Gagal Login .............................................................. 148Gambar 4.22 Tampilan Layar Forget Username or Password .................................. 149Gambar 4.23 Tampilan Layar Kirim Email .............................................................. 150Gambar 4.24 Tampilan Layar My Account ............................................................... 151Gambar 4.25 Tampilan Layar Download .................................................................. 152Gambar 4.26 Tampilan Layar Download Ringtone ................................................... 153Gambar 4.27 Tampilan Layar Download Wallpaper ................................................ 154Gambar 4.28 Tampilan Layar Download Software ................................................... 155Gambar 4.29 Tampilan Layar Download Quick Guide ............................................. 155Gambar 4.30 Tampilan Layar Download User Manual ............................................ 156Gambar 4.31 Tampilan Layar Ask Nexian ................................................................ 157Gambar 4.32 Tampilan Layar Inquiries .................................................................... 158Gambar 4.33 Tampilan Layar F.A.Q ........................................................................ 159Gambar 4.34 Tampilan Layar Edit Account .............................................................. 160Gambar 4.35 Tampilan Layar Admin Area ............................................................... 161Gambar 4.36 Tampilan Layar Change Password ...................................................... 162Gambar 4.37 Tampilan Layar Admin News .............................................................. 163Gambar 4.38 Tampilan Layar Add News .................................................................. 164Gambar 4.39 Tampilan Layar Edit News .................................................................. 165Gambar 4.40 Tampilan Layar Product Handphone Admin ....................................... 166Gambar 4.41 Tampilan Layar Product Accessories Admin ....................................... 167Gambar 4.42 Tampilan Layar Add New Product ...................................................... 168Gambar 4.43 Tampilan Layar Add Exist Product ..................................................... 169Gambar 4.44 Tampilan Layar Delete SerialNumber ................................................. 170 xviiiGambar 4.45 Tampilan Layar Edit Product .............................................................. 171Gambar 4.46 Tampilan Layar Download Content Admin ......................................... 172Gambar 4.47 Tampilan Layar Download Wallpaper Admin ..................................... 173Gambar 4.48 Tampilan Layar Download Software Admin ........................................ 173Gambar 4.49 Tampilan Layar Download Quick Guide Admin .................................. 174Gambar 4.50 Tampilan Layar Download User Manual Admin ................................. 175Gambar 4.51 Tampilan Layar Add Content .............................................................. 175Gambar 4.52 Tampilan Layar Edit Content .............................................................. 176Gambar 4.53 Tampilan Layar Answer Customer ...................................................... 177Gambar 4.54 Tampilan Layar Answer ...................................................................... 178Gambar 4.55 Tampilan Layar Admin F.A.Q ............................................................. 179Gambar 4.56 Tampilan Layar Add F.A.Q ................................................................. 180Gambar 4.57 Tampilan Layar Edit F.A.Q ................................................................. 181Gambar 4.58 Diagram Aplikasi Customer Care Memudahkan Customer Dalam

  Menyampaikan Keluhan ..................................................................... 184