APLIKASI LAYANAN PELANGGAN BERBASIS WEB DAN MOBILE PADA PERUSAHAAN AIR MINUM <i>Application, Complaint, Customer Service, Mobile, Water Company</i>
Article Sidebar
Main Article Content
Abstract
The quality of public service is a crucial factor for companies such as the Regional Water Company. The main challenges often faced are the slow handling of customer complaints, difficulty in accessing billing information, and the bureaucratic process of new connection registration. This research aims to design and build an integrated web and mobile-based customer service information system. The research method used is the Waterfall model, which includes the stages of requirements analysis, system design, implementation, and testing. The result of this research is the customer service application, which consists of three platforms: (1) A back office web for administrators, supervisors, and superadmins to manage master data, monitor, and delegate complaints and reports; (2) An Android Mobile Application for Customers, featuring online complaints, complaint tracking, new connection registration, bill checking, self-service meter reading, and news information; (3) An Android Mobile Application for Field Officers, which functions to receive and update the status of complaint work orders. The implementation of this system has successfully transformed manual business processes into digital ones, thereby increasing response speed, data transparency, and customer satisfaction one of them is PERUMDA Air Minum Tirta Mayang.
Downloads
Article Details
Section
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
References
Almuqsitu, A. B., Tursina, T., & S, A. S. (2019). Rancang Bangun Aplikasi Pelayanan Pelanggan PDAM Tirta Kapuas Berbasis Web. Jurnal Sistem Dan Teknologi Informasi (JUSTIN), 7(1), 13. https://doi.org/10.26418/justin.v7i1.27363
Azis, A. (2020). Pengaruh kualitas pelayanan terhadap kepuasan pelanggan. Insight Management Journal, 1(1), 21–25. https://doi.org/10.47065/imj.v1i1.13
A. P. Dewi, I. A. Dianta, D. Danang, dan N. Nusril, “Pengembangan Informasi Pelayanan melalui Perancangan Sistem … Air Bersih (BUMDES Lantongau),” J. Manajemen Informatika (JMIA), 2025.
Hertati, M. N. W. P. dan D. (2024). Efektivitas Pelayanan Penyediaan Air Bersih Perumda Tirta Kencana,” J. Paradigma. J. Paradigma.
Humairoh, A. P., Listari, S., & Syarif, R. (2021). Sistem Penagihan Rekening Air Pelanggan Pada Perusahaan Umum Daerah Air Minum Tirta Pakuan Kota Bogor. Jurnal Aplikasi Bisnis Kesatuan, 1(1), 41–50. https://doi.org/10.37641/jabkes.v1i1.566
Indra Ava Dianta, Danang, D., & Nusril, N. (2022). Rancang Bangun Aplikasi Pelayanan Pelanggan Air Bersih Berbasis Android Pada Bumdes Lantongau. Pixel :Jurnal Ilmiah Komputer Grafis, 15(2), 292–304. https://doi.org/10.51903/pixel.v15i2.912
I. A. Dianta, D. Danang, dan N. Nusril, “Rancang Bangun Aplikasi Pelayanan Pelanggan Air Bersih Berbasis Android pada BUMDES Lantongau,” Pixel: J. Ilmiah Komp. Grafis, vol. 15, no. 2, 2022, https://doi.org/10.51903/pixel.v15i2.912
Jehadu, Y. V. G., & Muslikh, A. R. (2024). Perancangan Desain UI/UX Berbasis Aplikasi pada Perumda Air Minum Tirta Komodo Kabupaten Manggarai Menggunakan Metode Design Thinking. JAVIT : Jurnal Vokasi Informatika, 10–26. https://doi.org/10.24036/javit.v4i1.166
Lesmana, I. (2021). Rancang Bangun E-Reporting Pada Bagian Pelayanan PDAM Kabupaten Kuningan Berbasis Image Geotagging. Nuansa Informatika, 15(2), 82–91. https://doi.org/10.25134/nuansa.v15i2.3854
Muslim, M. (2018). Implementasi Customer Relationship Management (CRM) Berbasis Web dan Mobile untuk Meningkatkan Layanan Pelanggan (Studi Kasus: PDAM Lematang Enim). Jurnal Teknologi Informasi dan Komunikasi (JTIK), 9(3), 204–211.
M. Ariani dan L. Najwa. (2024). Membangun Pelayanan Prima PDAM Mataram. J. Dedikasi Madani.
M. Y. Aulia, “Development of a Water Bill Arrears Information System (Indonesia),” J. Data & Aplikasi (JDA), 2024.
Puhili, A., Abdurrahman, M., & Sari, N. (2022). Sistem informasi pemetaan dan pengaduan di PDAM Kecamatan Telaga berbasis Android. Diffusion: Journal of Systems and Information Technology, 2(1), 32–39. https://doi.org/10.37031/diffusion.v2i1.12771
R. Nurdin, Zulfiani, dan A. N. (2024). Evaluasi Layanan Publik PDAM Kota Makassar. Ruang Komunitas.
Rahmat, M., & Sugiono, O. (2022). APLIKASI PENGADUAN DAN PELAYANAN PELANGGAN BERBASIS WEB MENGGUNAKAN PHP DAN MySQL DI PAM TIRTA KAMUNING KABUPATEN …. Jurnal.Unisa.Ac.Id, 3(1), 13–18. https://www.jurnal.unisa.ac.id/index.php/jft/article/download/159/125
Santoso, B., & Wulandari, A. (2024). Analisis Penerapan Customer Relationship Management (CRM) pada Divisi Pelayanan Teknis PDAM Surya Sembada Kota Surabaya. Jurnal Teknologi, Manajemen, dan Ekonomi Industri (JTMEI), 3(1), 30–38.
SYAHBUDIN, S., & MENTARI ANUGRAH AMELIA. (2024). Manajemen Hubungan Pelanggan Berbasis Robotic Process Automation Pada Perusahaan Daerah Air Minum (Pdam) Tirta Jeneberang. Jurnal INSTEK (Informatika Sains Dan Teknologi), 9(1), 28–36. https://doi.org/10.24252/instek.v9i1.46399
T. Winarsih, “Perancangan Sistem Informasi Pembayaran Air Berbasis Web & Mobile pada KSM Tirto Wening,” IJSE (J. Sistem & Enterprise), 2024.
T. Yuwono, “Sistem Informasi Tagihan Sarana Air Bersih pada Badan Usaha Air Minum (PDAM),” J. R. A. M. I., 2024.
Wijayanti, M. A. K., Persada, S. F., & Nareswari, N. (2021). Analisis Faktor Kepuasan Pelanggan terhadap Layanan Perusahaan Daerah Air Minum. Jurnal Sains Dan Seni ITS, 10(1). https://doi.org/10.12962/j23373520.v10i1.60071