FAUZI, IMAM (2018) SISTEM INFORMASI HANDLING KOMPLAIN DAN PENGAJUAN KARTU KREDIT NASABAH BERBASIS WEB PADA PT. BANK CIMB NIAGA Tbk. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
PT. Bank Cimb Niaga is a company engaged in banking. PT. Bank Cimb Niaga sells its products in this case credit cards by phone and officers who are in the branches of trading cimb. Each customer credit card application must wait for the credit card officer to take the credit card application because the officer does not stay at the branch and then will be sent to the center located in bintaro, so it takes a long time. In the submission process is still done manually using the form and each report is still using Microsoft exel by the officer of the analyst so that the data is still there duplicate data and easily scattered. In the case of handling customer complaints directed through customer service officers and call center services. It makes customers have to queue for long and need a lot of credit. To answer the problem is required a complaint handling system and customer credit card application. Information system complaint handling and customer credit card filing is built with the programming language PHP and MySQL. System development method using prototype method that suitable with user requirement. Complaint information handling system and credit card submission is expected to provide convenience to customers in terms of complaints and credit card application, so customers do not need to queue again in the branch and help officers in terms of credit card statements. Keywords: Information system, complaint, credit card, PT Bank Cimb Niaga, Prototype. PT. Bank Cimb Niaga merupakan perusahaan yang bergerak di bidang perbankan. PT. Bank Cimb Niaga memasarakan berbagai produk nya dalam hal ini kartu kredit melalui telepon dan petugas yang berada di cabang cimb niaga. Setiap pengajuan kartu kredit petugas customer service perlu menunggu petugas kartu kredit untuk mengambil pengajuan kartu kredit tersebut dikarenakan petugas tidak stay di cabang dan kemudian akan dikirimkan ke pusat yang bertempat di bintaro, sehingga membutuhkan waktu yang lama. Dalam proses pengajuan masih dilaksanakan secara manual mengunakan form dan setiap laporan masih menggunakan Microsoft exel oleh petugas analis sehingga data-datanya masih terdapat duplikat data dan mudah tercecer. Dalam hal penanganan komplain nasabah diarahkan melalui petugas customer service dan layanan call center. Hal itu membuat nasabah harus mengantri lama dan membutuhkan pulsa yang banyak. Untuk menjawab permasalahan tersebut diperlukan sebuah sistem handling komplain dan pengajuan kartu kredit nasabah. Sistem informasi handling komplain dan pengajuan kartu kredit nasabah ini dibangun dengan bahasa pemrograman PHP dan MySQL. Metode pengembangan sistem menggunakan metode prototype yang sesuai dengan kebutuhan user. Sistem informasi handling komplain dan pengajuan kartu kredit ini diharapkan memberikan kemudahan kepada nasabah dalam hal komplain dan pengajuan kartu kredit, sehingga nasabah tidak perlu antri lagi di cabang, dan membantu petugas dalam hal laporan kartu kredit. Kata kunci: Sistem informasi, komplain, kartu kredit, PT Bank Cimb Niaga, Prototype.
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