APLIKASI PENENTUAN SKALA PRIORITAS KOMPLAIN JARINGAN PELANGGAN MENGGUNAKAN ALGORITMA SIMPLE ADDITIVE WEIGHTING (SAW) STUDI KASUS PT. TK

AHFA, AKMAL (2021) APLIKASI PENENTUAN SKALA PRIORITAS KOMPLAIN JARINGAN PELANGGAN MENGGUNAKAN ALGORITMA SIMPLE ADDITIVE WEIGHTING (SAW) STUDI KASUS PT. TK. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

In the continuity of telecommunications companies in this era, handling complaints from customers about service products produced is very important. Customer complaints are something that must be dealt with in business. In large industries, complaints can occur up to hundreds of times a day. How to handle customer complaints quickly and precisely is mandatory for any company to maintain its business continuity. Based on the results of market research that customers who have handled complaints properly, about 70 percent of these customers will use the product again. And if the products that the company offers are followed by good complaint handling, more than 90 percent of these customers will return to using goods / services and even become regular customers. The purpose of the implementation of this research is as an alternative to assist users or staff in processing priority data for customer complaints / complaints quickly and accurately. It is hoped that the system can help process customer complaint priorities automatically. The decision-making process is immediately completed using the Simple Additive Weghting algorithm. Any complaints that will be handled computerized by the admin will be resolved by the staff. On the assessment dashboard, customer complaints will be displayed sequentially which complaints are sorted. This application will make it easier for staff to process complaint data and will be more effective in using the time needed to handle complaints for employees. Keywords: SAW, algoritma, complain, website, komplain, telecomunication Dalam keberlangsungan perusahaan telekomunikasi di era ini, penanganan keluhan dari pelanggan terhadap produk jasa yang dihasilkan sangat penting. Keluhan pelanggan merupakan sesuatu yang harus di hadapi dalam bisnis. Pada industri- industri besar, keluhan bisa terjadi hingga ratusan kali dalam sehari. Cara menangani keluhan pelanggan dengan cepat dan tepat merupakan hal yang wajib bagi perusahaan apapun untuk menjaga keberlangsungan bisnisnya. Berdasarkan hasil riset pasar bahwa pelanggan yang ditangani keluhannya dengan baik, maka sekitar 70 persen pelanggan tersebut akan menggunakan lagi produk yang diberikan. Dan jika produk yang perusahaan tawarkan diikuti dengan penanganan keluhan yang baik maka lebih dari 90 persen pelanggan tersebut akan kembali menggunakan barang/jasa bahkan menjadi pelanggan tetap. Tujuan dari pelaksanaan penelitian ini adalah sebagai salah satu alternatif untuk membantu pengguna atau staff dalam memproses data prioritas keluhan/komplain pelanggan secara cepat dan tepat. Diharapkan bahwa sistem dapat membantu memproses priortas keluhan pelanggan secara otomatis. Proses pengambil keputusan untuk segera diselesaikan menggunakan algoritma Simple Additive Weighting. Keluhan yang ada akan ditangani secara komputerisasi oleh admin akan segera diselesaikan oleh staff. Pada dashboard Penilaian keluhan pelanggan akan ditampilkan secara berurutan keluhan mana yang terpriortaskan. Aplikasi ini akan mempermudah staff dalam memproses data keluhan dan akan lebih efektif dalam penggunaan waktu yang diperlukan untuk menangani keluhan bagi karyawan. Kata kunci: SAW, algoritma, complain, komplain, telecomunication

Item Type: Thesis (S1)
NIM/NIDN Creators: 41518110036
Uncontrolled Keywords: SAW, algoritma, complain, komplain, telecomunication
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 004 Data Processing, Computer Science/Pemrosesan Data, Ilmu Komputer, Teknik Informatika > 004.6 Interfacing and Communications/Tampilan Antar Muka (Interface) dan Jaringan Komunikasi Komputer
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 004 Data Processing, Computer Science/Pemrosesan Data, Ilmu Komputer, Teknik Informatika > 004.6 Interfacing and Communications/Tampilan Antar Muka (Interface) dan Jaringan Komunikasi Komputer > 004.65 Computer Communications Networks/Jaringan Komunikasi Komputer
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 005 Computer Programmming, Programs, Data/Pemprograman Komputer, Program, Data > 005.7 Data in Computer Systems/Data dalam Sistem-sistem Komputer
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 005 Computer Programmming, Programs, Data/Pemprograman Komputer, Program, Data > 005.7 Data in Computer Systems/Data dalam Sistem-sistem Komputer > 005.75 Specific Types of Data Files and Databases/Jenis Spesifik File Data dan Pangakalan Data > 005.754 Network Databases/Pangakalan Data Jaringan
Divisions: Fakultas Ilmu Komputer > Informatika
Depositing User: Dede Muksin Lubis
Date Deposited: 31 Mar 2023 01:45
Last Modified: 31 Mar 2023 01:45
URI: http://repository.mercubuana.ac.id/id/eprint/75731

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