Meireza Maulana, Sharyanto Sharyanto, Joko Saputro

Design and Develop a Web-Based Complaint Handling Information System At PT. Finaccel Finance Indonesia

Introduction

Design and develop a web-based complaint handling information system at pt. Finaccel finance indonesia. Merancang & mengembangkan sistem informasi keluhan konsumen berbasis web untuk PT. Finaccel Finance Indonesia menggunakan PHP & MySQL. Meningkatkan efisiensi penanganan keluhan & pelaporan.

Abstract

PT Finaccel Finance Indonesia adalah salah satu Perusahaan yang bergerak di bidang pembiayaan dana instan. Untuk meningkatkan pelayanan kepada konsumen, PT. Finaccel Finance Indonesia menyediakan Customer Service sebagai wadah untuk menampung berbagai penanganan keluhan yang diberikan oleh konsumen. Berdasarkan sistem berjalan diperoleh hasil bahwa pada sistem masih terdapat beberapa kekurangan yang semuanya masih dilakukan secara manual sehingga perlu adanya sistem baru yang lebih akurat yaitu sistem informasi keluhan konsumen berbasis web yang menggunakan pemrograman PHP dan pembuatan database dengan MySQL. Dari proses tersebut dihasilkan sebuah sistem keluhan konsumen berbasis web yang dapat mengurangi terjadinya ketidakefektifan dan ketidakefisienan dalam penyampaian keluhan, penampungan keluhan, pengolahan data keluhan, pengambilan keputusan, sampai dengan penyusunan laporan keluhan, yang semuanya digambarkan secara jelas melalui Unified Modeling Language (UML). Hasil penelitian ini meliputi perancangan dan pengembangan prototipe sistem yang diuji menggunakan metode Blackbox Testing, dengan hasil yang valid, sehingga dalam seluruh proses penanganan keluhan termonitoring dengan baik.

Review

The paper "Design and Develop a Web-Based Complaint Handling Information System At PT. Finaccel Finance Indonesia" addresses a pertinent real-world problem: the inefficiency of manual complaint management within a financial services company. The authors set out to design and develop a web-based information system utilizing PHP and MySQL to modernize and streamline the entire complaint handling process, from submission to reporting. The core motivation is to enhance customer service by improving the accuracy, effectiveness, and efficiency of how consumer complaints are managed, thereby ensuring better monitoring and decision-making. A significant strength of this work lies in its practical application and direct relevance to a specific organizational need. By transitioning from a manual system, the developed web-based solution promises to mitigate common issues such as delays, inaccuracies, and lack of transparency often associated with traditional methods. The methodological approach, which involves standard and robust technologies like PHP and MySQL for development, along with Unified Modeling Language (UML) for system design, is appropriate for this kind of project. The subsequent validation through Blackbox Testing, yielding "valid" results, provides assurance that the developed prototype functions as intended, establishing a foundation for a more effective complaint monitoring system. While the paper presents a valuable practical solution, there are several areas where its academic contribution could be further enhanced. The abstract mentions reducing "ineffectiveness and inefficiency" but lacks specific quantitative metrics or a baseline comparison to substantiate these claims. Future work would benefit greatly from presenting empirical data on performance improvements, such as reduced resolution times or increased customer satisfaction post-implementation. Additionally, while the technical solution is sound for the specific context, the abstract does not articulate any novel technical or architectural insights that extend beyond a standard web-based application. For a journal publication, discussing the generalizability of the design principles, potential challenges during implementation, or a broader analysis of lessons learned that could benefit other organizations would significantly elevate the paper's impact beyond a mere system development report.

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