ANALISIS DAN PERANCANGAN E-CRM PADA MAJALAH MAMIT Olivia Wijaya (0800739745) Tommy (0800744562) Sarifah Hastuti (0800772345)

  _________________________________________________________________ Jurusan Teknik Informatika

  Skripsi Sarjana Komputer Semester [Ganjil] tahun 2007/2008

  ANALISIS DAN PERANCANGAN E-CRM PADA MAJALAH MAMIT Olivia Wijaya (0800739745) Tommy (0800744562) Sarifah Hastuti (0800772345) [Kelas/Kelompok : 07PBT/2]

  Abstrak E-CRM adalah suatu aplikasi yang dirancang dengan tujuan untuk membantu pihak redaksi majalah Mamit agar dapat memberikan pelayanan yang lebih berkualitas kepada pelanggan dan donatur-nya. Dengan E-CRM berbasis web, redaksi dapat mengetahui kebutuhan customer secara personal dan diharapkan dapat meningkatkan kepuasan customer. Metodologi yang digunakan dalam penelitian yaitu metode pengumpulan data melalui wawancara dengan pemilik perusahaan maupun karyawan, pembagian kuesioner, serta studi kepustakaan. Hasil yang dicapai dari analisis dan perancangan aplikasi ini adalah perancangan aplikasi E-CRM berbasis web yang akan dibuat untuk membantu redaksi dalam meningkatkan kepuasan customer sehingga customer yang merasa puas akan kembali lagi dan menjadi loyal. Simpulan yang didapat dari penelitian skripsi E-CRM ini adalah diharapkan dapat menjangkau lebih banyak customer dan memberikan pelayanan yang lebih baik kepada customer.

  Kata kunci : web, customer, dan e-crm

PRAKATA

  Puji dan syukur penulis panjatkan kepada Tuhan Yang Maha Esa, atas rahmat dan karunia-Nya, sehingga kami dapat menyelesaikan penyusunan skripsi ini tepat pada waktunya guna memenuhi persyaratan penyelesaian program pendidikan Strata-1 pada Universitas Bina Nusantara, Jakarta.

  Dalam penyusunan skripsi ini yang berjudul ANALISIS DAN PERANCANGAN E-CRM PADA MAJALAH MAMIT, penulis menyadari masih banyak kekurangan- kekurangan, baik dari segi ilmiah maupun cara penyampaiannya karena pengetahuan dan kemampuan penulis yang terbatas. Maka penulis sangat mengharapkan saran dan kritik dari para pembaca untuk perbaikan dan penyempurnaan skripsi ini.

  Adapun penyusunan skripsi ini dapat diselesaikan dengan baik karena bantuan, bimbingan, dukungan serta petunjuk dari berbagai pihak. Oleh karena itu, pada kesempatan yang sangat baik ini, penulis ingin mengucapkan terima kasih yang sebesar- besarnya kepada :

  1. Bapak Prof. Dr. Drs. Gerardus Polla, M. App. Sc selaku rektor Binus University, yang telah memberikan wadah dan kesempatan bagi penulis untuk memperoleh pendidikan di Binus University;

  2. Bapak Ir. Sablin Yusuf, MSc., McompSc., selaku Dekan Jurusan Teknik Informatika, yang telah memberikan bimbingan selama masa perkuliahan;

  3. Bapak Fredy Purnomo, S.Kom., M.Kom. selaku Ketua Jurusan Teknik Informatika Binus University, yang telah memberikan kesempatan kepada kami untuk menyelesaikan skripsi ini;

  4. Bapak Tri Djoko Wahjono, Ir., MSc., selaku Dosen Pembimbing, yang telah banyak membantu dan mengarahkan serta memberikan saran dan koreksi dalam penyusunan dan penulisan skripsi ini;

  5. Bapak Handaka Vijjananda, selaku penanggung jawab dari Majalah Mamit serta para redaksi yang telah turut serta membantu dan memberikan keterangan yang sangat bermanfaat bagi penyusunan dan penulisan skripsi ini;

  6. Orang tua, keluarga dan saudara kami yang telah memberikan dukungan moral dan material sehingga skripsi ini dapat terselesaikan dengan baik;

  7. Teman-teman dan sahabat, yang mendampingi kami dalam suka dan duka penulisan skripsi ini;

  8. Seluruh pihak yang tidak dapat disebutkan satu persatu yang secara langsung maupun tidak langsung terlibat dalam penyusunan laporan skripsi ini sehingga laporan skripsi ini dapat diselesaikan. Akhir kata, kami berharap agar penulisan skripsi ini dapat bermanfaat dan menambah pengetahuan bagi rekan-rekan pembaca.

  Jakarta, Desember 2007 Penulis

  

DAFTAR ISI

  Halaman Judul Luar............................................................................................................i Halaman Judul Dalam........................................................................................................ii Halaman Persetujuan Softcover........................................................................................iii Halaman Pernyataan Dewan Penguji................................................................................iv Abstrak...............................................................................................................................v Halaman Persembahan......................................................................................................vi Prakata..............................................................................................................................vii Daftar Isi............................................................................................................................ix Daftar Tabel.....................................................................................................................xiv Daftar Gambar.................................................................................................................xvi Daftar Lampiran............................................................................................................xxiv

  

BAB 1 PENDAHULUAN.................................................................................................1

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

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

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

  1.4 Metodologi...................................................................................................5

  1.5 Sistematika Penulisan...................................................................................6

  

BAB 2 LANDASAN TEORI............................................................................................8

  2.1 Internet.........................................................................................................8

  2.1.1 Kegunaan Internet.............................................................................8

  2.1.2 Web Server........................................................................................9

  2.1.3 Web Browser.....................................................................................9

  2.1.4 WWW (World Wide Web)..................................................................9

  2.1.5 Uniform Resources Locator (URL)................................................10

  2.1.6 Kiat-kiat Keberhasilan Menggunakan Internet dalam Bisnis.........11

  2.2 IMK (Interaksi Manusia dan Komputer)....................................................13

  2.2.1 Delapan Aturan Emas Perancangan..................................................13

  2.3 Rekayasa Perangkat Lunak........................................................................15

  2.3.1 System Development Life Cycle (SDLC)........................................15

  2.4 Hypertext Markup Language (HTML)......................................................17

  2.5 Cascading Style Sheets (CSS)....................................................................18

  2.6 Unified ModellingLanguage (UML)..........................................................18

  2.6.1 Class Diagram................................................................................18

  2.6.2 Use Case Diagram..........................................................................20

  2.6.3 Sequence Diagram..........................................................................21

  2.6.4 Activity Diagram.............................................................................21

  2.6.5 Component Diagram.......................................................................22

  2.6.6 Deployment Diagram......................................................................23

  2.7 PHP.............................................................................................................24

  2.8 Gammu.......................................................................................................25

  2.9 Database.....................................................................................................26

  2.9.1 Database Management System (DBMS)........................................27

  2.9.2 Structured Query Language (SQL)................................................28

  2.10 MyStructured Query Language (MySQL)................................................28

  2.11 Pengertian CRM........................................................................................29

  2.11.1 Tujuan CRM...................................................................................30

  2.11.2 Manfaat Sistem CRM.....................................................................31

  2.11.3 Aplikasi CRM.................................................................................33

  2.11.4 Fase dalam CRM............................................................................36

  2.11.5 Electronic Customer Relation Management (e-CRM)...................36

  2.11.6 Peranan e-CRM..............................................................................37

  2.11.7 Prinsip dalam e-CRM.....................................................................38

  2.11.8 Keuntungan Penggunaan e-CRM...................................................38

  2.11.9 Tantangan e-CRM..........................................................................39

  2.11.10 Keunggulan e-CRM dibanding dengan CRM traditional..40

  

BAB 3 ANALISIS DAN PERANCANGAN................................................................41

  3.1 Latar Belakang Perusahaan.......................................................................41

  3.1.1 Sejarah Perusahaan.........................................................................41

  3.1.2 Visi dan Misi Perusahaan...............................................................42

  3.1.3 Struktur Organisasi.........................................................................43

  3.1.4 Tugas, Wewenang, dan Tanggung Jawab......................................43

  3.2 Analisis Sistem yang Sedang Berjalan......................................................45

  3.3 Analisis Kuesioner.....................................................................................46

  3.4 Identifikasi Permasalahan..........................................................................55

  3.5 Usulan Pemecahan Masalah......................................................................56

  3.6 Perancangan Perangkat Lunak..................................................................56

  3.6.1 Class Diagram...............................................................................57

  3.6.2 Use Case.........................................................................................58

  3.6.3 Sequence Diagram..........................................................................77

  3.6.4 Activity Diagram.............................................................................96

  3.6.5 Component Diagram.....................................................................112

  3.6.6 Deployment Diagram....................................................................112

  3.6.7 Rancangan Database.....................................................................113

  3.6.8 Struktur Menu...............................................................................120

  3.6.8.1Struktur Menu User...........................................................120

  3.6.8.2Struktur Menu Admin........................................................121

  3.6.9 Rancangan Layar...........................................................................122

  3.6.9.1Rancangan Layar untuk Halaman User..............................122

  3.6.9.2Rancangan Layar untuk Halaman Admin..........................143

  3.6.10 Spesifikasi Proses..........................................................................165

  3.6.10.1 Spesifikasi Proses Client.........................................165

  3.6.10.2 Spesifikasi Proses Admin........................................171

  

BAB 4 IMPLEMENTASI DAN EVALUASI.............................................................178

  4.1 Spesifikasi Sistem....................................................................................178

  4.1.1 Spesifikasi Perangkat Keras..........................................................178

  4.1.2 Spesifikasi Perangkat Lunak.........................................................179

  4.1.3 Sumber Daya Manusia..................................................................179

  4.2 Prosedur Operasional...............................................................................180

  4.3 Tampilan Layar........................................................................................182

  4.3.1 Tampilan Layar User....................................................................183

  4.3.2 Tampilan Layar Admin.................................................................205

  4.4 Evaluasi Sistem........................................................................................226

  4.4.1 Evaluasi Sistem Berdasarkan Kuesioner......................................226

  4.4.2 Evaluasi Sistem Berdasarkan IMK...............................................232

  4.4.3 Kelebihan Sistem..........................................................................234

  

BAB 5 SIMPULAN DAN SARAN..............................................................................235

  5.1 Simpulan..................................................................................................235

  5.2 Saran........................................................................................................236

  DAFTAR PUSTAKA RIWAYAT HIDUP LAMPIRAN-LAMPIRAN SURAT SURVEI

DAFTAR TABEL

Tabel 3.11 Tabel Deskripsi Use case SMS Server bagian Admin...............................73Tabel 3.19 Tabel Admin............................................................................................114Tabel 3.18 Tabel Provinsi..........................................................................................113Tabel 3.17 Tabel MsUser...........................................................................................113Tabel 3.16 Tabel Deskripsi Use case Logout bagian Admin......................................77Tabel 3.15 Tabel Deskripsi Use case Foto Kegiatan bagian Admin...........................76Tabel 3.14 Tabel Deskripsi Use case Berita bagian Admin........................................75Tabel 3.13 Tabel Deskripsi Use case Statistik bagian Admin.....................................75Tabel 3.12 Tabel Deskripsi Use case Kuesioner bagian Admin..................................74Tabel 3.1 Tabel Deskripsi Use case Sistem e-CRM pada majalah Mamit................59Tabel 3.2 Tabel Deskripsi Use case Sistem e-CRM pada majalah Mamit bagianTabel 3.9 Tabel Deskripsi Use case Pesanan bagian Admin.....................................70Tabel 3.8 Tabel Deskripsi Use case Donatur bagian Admin.....................................68Tabel 3.7 Tabel Deskripsi Use case Login Admin....................................................67Tabel 3.6 Tabel Deskripsi Use case Kuesioner bagian User.....................................66Tabel 3.5 Tabel Deskripsi Use case Berlangganan bagian User................................65Tabel 3.4 Tabel Deskripsi Use case Buku Tamu bagian User...................................63Tabel 3.3 Tabel Deskripsi Use case Donatur bagian User.........................................62

  Admin.........................................................................................................60

Tabel 3.10 Tabel Deskripsi Use case Buku Tamu bagian Admin...............................71Tabel 3.20 Tabel MsBerita.........................................................................................114Tabel 3.21 Tabel MsGaleri.........................................................................................114Tabel 3.22 Tabel MsMajalah......................................................................................115Tabel 3.23 Tabel MsSaran..........................................................................................115Tabel 3.24 Tabel SMS_Inbox....................................................................................116Tabel 3.25 Tabel SMS_Outbox..................................................................................116Tabel 3.26 Tabel SMS Report....................................................................................117Tabel 3.27 Tabel SMS_Text......................................................................................117Tabel 3.28 Tabel TransDonatur.................................................................................118Tabel 3.29 Tabel TransPesan.....................................................................................118Tabel 3.30 Tabel Kuesioner.......................................................................................119Tabel 3.31 Tabel Statistik...........................................................................................119

  

DAFTAR GAMBAR

Gambar 2.1 System Development Life Cycle.................................................................17Gambar 2.2 Contoh Class Diagram..............................................................................19Gambar 2.3 Komponen-komponen Use case Diagram................................................21Gambar 2.4 Komponen-komponen Sequence Diagram...............................................21Gambar 2.5 Komponen-komponen Activity Diagram..................................................22Gambar 2.6 Contoh Component Diagram....................................................................23Gambar 2.7 Contoh Deployment Diagram...................................................................27Gambar 3.1 Struktur Organisasi Majalah Mamit..........................................................43Gambar 3.2 Grafik Jawaban Pertanyaan no 1...............................................................47Gambar 3.3 Grafik Jawaban Pertanyaan no 2..............................................................48Gambar 3.4 Grafik Jawaban Pertanyaan no 3..............................................................49Gambar 3.5 Grafik Jawaban Pertanyaan no 4..............................................................50Gambar 3.6 Grafik Jawaban Pertanyaan no 5..............................................................51Gambar 3.7 Grafik Jawaban Pertanyaan no 6..............................................................52Gambar 3.8 Grafik Jawaban Pertanyaan no 7..............................................................53Gambar 3.9 Grafik Jawaban Pertanyaan no 8..............................................................54Gambar 3.10 Grafik Jawaban Pertanyaan no 9.............................................................55Gambar 3.11 Class Diagram dari sistem yang diajukan...............................................57Gambar 3.12 Use case secara keseluruhan....................................................................58Gambar 3.13 Use case Donatur bagian User.................................................................61Gambar 3.14 Use case Buku tamu bagian User...............................................................63Gambar 3.15 Use case Berlangganan bagian User..........................................................64Gambar 3.16 Use case Kuesioner bagian User................................................................66Gambar 3.17 Use case Login bagian Admin...................................................................66Gambar 3.18 Use case Donatur bagian Admin...............................................................67Gambar 3.19 Use case Pesanan bagian Admin...............................................................69Gambar 3.20 Use case Buku tamu bagian Admin...........................................................70Gambar 3.21 Use case SMS Server bagian Admin.........................................................72Gambar 3.22 Use case Kuesioner bagian Admin............................................................73Gambar 3.23 Use case Statistik bagian Admin...............................................................74Gambar 3.24 Use case Berita bagian Admin...................................................................75Gambar 3.25 Use case Foto Kegiatan bagian Admin......................................................76Gambar 3.26 Use case Logout bagian Admin.................................................................76Gambar 3.27 Sequence Konfirmasi Dana bagian User....................................................77Gambar 3.28 Sequence Menjadi Donatur bagian User....................................................78Gambar 3.29 Sequence Mengubah Data atau Password bagian User..............................79Gambar 3.30 Sequence Mengisi Buku tamu bagian User................................................80Gambar 3.31 Sequence Memesan Majalah bagian User..................................................81Gambar 3.32 Sequence Menjadi Pelanggan bagian User.................................................82Gambar 3.33 Sequence Mengisi Kuesioner bagian User.................................................83Gambar 3.34 Sequence Login bagian Admin..................................................................83Gambar 3.35 Sequence Konfirmasi Dana bagian Admin...............................................84Gambar 3.36 Sequence Update Data Donatur bagian Admin..........................................85Gambar 3.37 Sequence Konfirmasi Pemesanan bagian Admin.......................................86Gambar 3.38 Sequence Update Data Pelanggan bagian Admin......................................87Gambar 3.39 Sequence Buku Tamu bagian Admin.........................................................88Gambar 3.40 Sequence Inbox SMS bagian Admin.........................................................89Gambar 3.41 Sequence Outbox SMS bagian Admin......................................................90Gambar 3.42 Sequence Report SMS bagian Admin.......................................................91Gambar 3.43 Sequence Kuesioner bagian Admin...........................................................92Gambar 3.44 Sequence Statistik bagian Admin..............................................................93Gambar 3.45 Sequence Berita bagian Admin..................................................................94Gambar 3.46 Sequence Foto Kegiatan bagian Admin.....................................................94Gambar 3.47 Sequence Logout bagian Admin................................................................95Gambar 3.48 Activity Konfirmasi Dana bagian User......................................................96Gambar 3.49 Activity Konfirmasi Pemesanan bagian User.............................................97Gambar 3.50 Activity Ubah Data atau Password bagian User.........................................98Gambar 3.51 Activity Saran bagian User.........................................................................99Gambar 3.52 Activity Login bagian Admin...................................................................100Gambar 3.53 Activity Berita bagian Admin...................................................................101Gambar 3.54 Activity Foto Kegiatan bagian Admin......................................................102Gambar 3.55 Activity Donatur bagian Admin...............................................................103Gambar 3.56 Activity Pesanan bagian Admin...............................................................104Gambar 3.57 Activity Update Data bagian Admin.......................................................105Gambar 3.58 Activity Saran bagian Admin....................................................................106Gambar 3.59 Activity Kuesioner bagian Admin............................................................107Gambar 3.60 Activity Statistik bagian Admin................................................................108Gambar 3.61 Activity Inbox SMS bagian Admin...........................................................109Gambar 3.62 Activity Outbox SMS bagian Admin........................................................110Gambar 3.63 Activity Report SMS bagian Admin.........................................................111Gambar 3.64 Component Diagram dari sistem yang diajukan......................................112Gambar 3.65 Deployment Diagram dari sistem yang diajukan.....................................112Gambar 3.66 Struktur Menu User..................................................................................120Gambar 3.67 Struktur Menu Admin..............................................................................121Gambar 3.68 Rancangan Layar Halaman Utama...........................................................122Gambar 3.69 Rancangan Layar Tentang Mamit............................................................123Gambar 3.70 Rancangan Layar Hubungi Mamit...........................................................124Gambar 3.71 Rancangan Layar Konfirmasi Dana.........................................................125Gambar 3.72 Rancangan Layar Daftar jadi Donatur.....................................................126Gambar 3.73 Rancangan Layar Statistik Jumlah Dana.................................................127Gambar 3.74 Rancangan Layar Statistik Donatur.........................................................128Gambar 3.75 Rancangan Layar Lihat Donatur..............................................................129Gambar 3.76 Rancangan Layar Isi Buku Tamu.............................................................130Gambar 3.77 Rancangan Layar Lihat Buku Tamu........................................................131Gambar 3.78 Rancangan Layar Baca Mamit.................................................................132Gambar 3.79 Rancangan Layar Baca Mamit perhalaman.............................................133Gambar 3.80 Rancangan Layar Baca Mamit perhalaman diperbesar............................134Gambar 3.81 Rancangan Layar Pesan Majalah.............................................................135Gambar 3.82 Rancangan Layar Lihat Pemesan Majalah...............................................136Gambar 3.83 Rancangan Layar Daftar jadi Pelanggan..................................................137Gambar 3.84 Rancangan Layar StatistikTiras Cetak.....................................................138Gambar 3.85 Rancangan Layar Foto Kegiatan..............................................................139Gambar 3.86 Rancangan Layar Foto Kegiatan diperbesar............................................140Gambar 3.87 Rancangan Layar Isi Kuesioner...............................................................141Gambar 3.88 Rancangan Layar Baca Lihat Hasil Kuesioner........................................142Gambar 3.89 Rancangan Layar Login Admin...............................................................143Gambar 3.90 Rancangan Layar Halaman Utama Admin...............................................144Gambar 3.91 Rancangan Layar Cek Donatur................................................................145Gambar 3.92 Rancangan Layar Donatur Diterima........................................................146Gambar 3.93 Rancangan Layar Donatur Ditunda..........................................................147Gambar 3.94 Rancangan Layar Cek Pesanan................................................................148Gambar 3.95 Rancangan Layar Pesanan Dikirim..........................................................149Gambar 3.96 Rancangan Layar Lihat User....................................................................150Gambar 3.97 Rancangan Layar Insert User...................................................................151Gambar 3.98 Rancangan Layar Lihat Buku Tamu........................................................152Gambar 3.99 Rancangan Layar Lihat Foto Kegiatan.....................................................153

  Gambar 3.100 Rancangan Layar Upload Foto......................................................154 Gambar 3.101 Rancangan Layar Lihat Berita......................................................155

  Gambar 3.102 Rancangan Layar Upload Berita...................................................156 Gambar 3.103 Rancangan Layar SMS Server......................................................157 Gambar 3.104 Rancangan Layar Kotak Masuk....................................................158 Gambar 3.105 Rancangan Layar Kotak Keluar....................................................159 Gambar 3.106 Rancangan Layar Laporan Terkirim.............................................160 Gambar 3.107 Rancangan Layar Tulis Pesan.......................................................161 Gambar 3.108 Rancangan Layar Statistik............................................................162 Gambar 3.109 Rancangan Layar Update Statistik................................................163 Gambar 3.110 Rancangan Layar Kuesioner.........................................................164