THESIS
DESIGN OF INFORMATION SYSTEM FOR KARAOKE ROOM RESERVATION USING WEB-BASED CUSTOMER RELATIONSHIP MANAGEMENT (CRM) CONCEPT (Case: PT. Vizta Pratama ”Inul Vizta”)
Nidia Ulhasanah Mubarok 108091100013
DEPARTMENT OF INFORMATICS ENGINEERING FACULTY OF SCIENCE AND TECHNOLOGY SYARIF HIDAYATULLAH STATE ISLAMIC UNIVERSITY JAKARTA 2014 M / 1436 H
THESIS COVER
DESIGN OF INFORMATION SYSTEM FOR KARAOKE ROOM RESERVATION USING WEB-BASED CUSTOMER RELATIONSHIP MANAGEMENT (CRM) CONCEPT (Case: PT. Vizta Pratama ”Inul Vizta”)
Nidia Ulhasanah Mubarok 108091100013
DEPARTMENT OF INFORMATICS ENGINEERING FACULTY OF SCIENCE AND TECHNOLOGY SYARIF HIDAYATULLAH STATE ISLAMIC UNIVERSITY JAKARTA 2014 M / 1436 H ii
APPR
iii
iv
STATEMENT
I
HEREBY
DECLARE
THAT
THE
THESIS
TITLE
DESIGN
OF
INFORMATION SYSTEM FOR KARAOKE ROOM RESERVATION USING WEB-BASED
CUSTOMER
RELATIONSHIP
MANAGEMENT
(CRM)
CONCEPT (CASE: PT. VIZTA PRATAMA “INUL VIZTA”) IS MY OWN WORK. THE WORK PRESENTED IN THIS THESIS IS THE RESULT OF ORIGINAL RESEARCH DONE BY MYSELF, WHILE ENROLLED IN THE INFORMATICS
ENGINEERING,
TECHNOLOGY,
STATE
FACULTY
ISLAMIC
OF
UNIVERSITY
SCIENCE JAKARTA
AND AS
REQUIREMENT FOR BACHELOR DEGREE. THIS THESIS HAS NOT BEEN SUBMITTED FOR ANY OTHER DEGREE OR AWARD IN ANY OTHER UNIVERSITY OR EDUCATIONAL ESTAMBLISHMENT.
Jakarta, 24 October 2014
Nidia Ulhasanah Mubarok 108091100013
v
ABSTRACT
Nidia Ulhasanah Mubarok (108091100013), DESIGN OF INFORMATION SYSTEM FOR KARAOKE ROOM RESERVATION USING WEB-BASED CUSTOMER RELATIONSHIP MANAGEMENT (CRM) CONCEPT (CASE: PT. VIZTA PRATAMA “INUL VIZTA”) (under guidance Mrs. Nurhayati, Ph.D and Mr. Hata Maulana, S.Si, MTI).
The spread of information technology throughout the world has changed a lot of lives. Changes in information technology are the most important, and a perceived benefit is the development of internet technology that makes the world without limits. Internet technology changed the conventional system into a digital system, where everything is efficient and effective. In terms of the utilization of information technology at PT. Vizta Pratama (Inul Vizta), the ordering process is still conventional or not computerized, so the data processing is less effective and efficient, so that the system becomes a coordinated system of online booking and user friendly. In this system design, authors use 5 stages in the method of system development life cycle (SDLC), namely: systems investigation, systems analysis, systems design, programming and testing. CRM is a concept that is used as the company's approach to customer.
Keywords: Internet, Website, CRM, Reservation online system, SDLC.
vi
PREFACE Bismillahirrohmanirrohim Author say thanks to Allah for all His favors and gifts that have been given to the authors so author can implement this thesis research and writing with a smooth finish. Blessings and greetings are always delivered to the Prophet Muhammad, his family, his friends, and his faithful followers until the end of time. This thesis has the title Design Of Information System For Karaoke Room Reservation Using Web-Based Customer Relationship Management (CRM) Concept (Case: PT. Vizta Pratama “Inul Vizta”), arranged to fulfill one of the requirements in completing the program study S1 of Informatic Engineering International at the Syarif Hidayatullah State Islamic University Jakarta. This opportunity, I wish to gratitude to those who have supported the completion of this thesis. Because without the support of them author will not be able to finish this thesis well. Those who have supported author are: 1.
Mr. Dr. Agus Salim, M.Si, as dean of the Faculty of Science and Technology, Syarif Hidayatullah State Islamic University Jakarta.
2.
Mrs. Nurhayati, Ph.D, as as head of Department of Informatics Engineering, Faculty of Science and Technology, Syarif Hidayatullah State Islamic University Jakarta, and as a mentor I which supports author in preparing this thesis.
3.
Mr. Hata Maulana, S.Si, MTI, as a mentor II which always gives teaching to the author in this thesis.
vii
4.
Mr. Ahmad Hasan Mubarok, as father which always support in the finishing thesis.
5.
Mrs. Fauziyyah HS, as a mother who unceasingly pray and always devotes her affection so author can finish this thesis
6.
My beloved Muhammad Zahidin Arief, who was unceasing and always takes the time to help, support and encourage author in completing this thesis.
7.
Muhammad Zamakhsary Adnan, a very good friend, who want take the time to help author in completing this thesis.
8.
Muhammad Chendy, which help encourage the author to make this thesis.
9.
Friends who help and support author in completing this thesis especially Nadisah, Rona, Intan, Amalina and Putri.
10.
The whole lecturers and staff of the Faculty of Science and Technology, especially Informatics engineering International, which has guided during their studies at Syarif Hidayatullah State Islamic University in Jakarta.
Final words with humbly author apologize as much as possible for the lack contained in this thesis and for the all the suggestions and constructive criticism is expected for the perfection of this thesis. Hopefully this thesis with the permission of Allah SWT can be useful for all. Amin. Jakarta, 24 October 2014
Author
viii
SHEET OFFERINGS
This opportunity I wish to thank all parties for the moral and material support very meaningful so this thesis can be completed, including: 1.
Highest award to both beloved parents Papah and Umi. To my brothers and sisters and all family who always give encouragement and support during the making of this thesis.
2.
My beloved "Kang Ade" Muhammad Zahidin Arief, who always provide encouragement, support and unfortunately to the author, he always introduced and taught me the most valuable life experience, always accompany my days in completing this thesis.
3.
Muhammad zamakhsary Adnan and Muhammad Chendy are willing to take the time to help author in completing this thesis.
4.
My friends are always faithful to help author and always give encouragement and support (Emons-Emons, Abang-abang and my adoptive brother).
5.
My friends, companion in arms from the beginning college entrance to complete the thesis (IT international). And all of those who have helped in the preparation of this thesis, the author cannot put the name one by one. Final words with humbly authors apologize as much as possible. There is
no ivory that is not cracked, so even with this thesis. Great hope for the authors of this thesis hopefully helpful to those in need. Jakarta, October 2014
ix
TABLE OF CONTENTS Pages THESIS COVER ..................................................................................................... ii APPROVAL SHEET ............................................................................................. iii VALIDATION TEST ............................................................................................ iii STATEMENT ......................................................................................................... v ABSTRACT ........................................................................................................... vi PREFACE ............................................................................................................. vii SHEET OFFERINGS ............................................................................................ ix TABLE OF CONTENTS ........................................................................................ x LIST OF FIGURES ............................................................................................. xiv LIST OF SYMBOL ............................................................................................ xvii GLOSSARY....................................................................................................... xviii CHAPTER I INTRODUCTION ............................................................................. 1 1.1
Background ........................................................................................... 1
1.2
Problem Statement ................................................................................ 4
1.3
Scope of Research ................................................................................. 4
1.4
Research Objectives .............................................................................. 5
1.5
Benefits of Research ............................................................................. 6
1.6
Research Methodology ......................................................................... 7
1.7
Systematics Writing .............................................................................. 8
CHAPTER II THEORY ........................................................................................ 10 2.1
Software Engineering ......................................................................... 10
2.2
Inul Vizta (PT. Vizta Pratama) ........................................................... 10
2.3
CRM.................................................................................................... 12
x
2.3.1
Definition of CRM .......................................................................... 12
2.3.2
Types of CRM ................................................................................ 13
2.3.3
CRM applications ........................................................................... 13
2.3.4
The business focus of CRM ............................................................ 14
2.3.5
Customer satisfaction, loyalty and business performance .............. 15
2.3.6
Customer lifecycle .......................................................................... 17
2.3.7
Supply chain CRM .......................................................................... 18
2.3.8
Benefits and challenges of CRM .................................................... 20
2.4
Internet ................................................................................................ 21
2.5
Hypertext Transfer Protocol (HTTP) .................................................. 21
2.6
Hypertext Markup Language (HTML) ............................................... 21
2.7
Research Method ................................................................................ 22
2.7.1
Data collection ................................................................................ 22
2.7.2
SDLC (System Development Life Cycle)....................................... 23
2.8
System design tool .............................................................................. 35
2.8.1
Data flow diagram (DFD) ............................................................... 35
2.8.2
State transition diagram (STD) ....................................................... 36
2.8.3
Entity relationship diagram (ERD) ................................................. 38
2.9
PHP (Personal Home Page) ................................................................ 39
2.9.1
History PHP .................................................................................... 39
2.9.2
PHP concepts .................................................................................. 41
2.9.3
Advantages of PHP ......................................................................... 41
2.10
MySQL ............................................................................................... 42
2.11
Similar Literature Studies ................................................................... 43
CHAPTER III RESEACH METHODOLOGY .................................................... 47
xi
3.1
Data Collection Methodology............................................................. 47
3.1.1
Studies Library ................................................................................ 47
3.1.2
Field Study ...................................................................................... 48
3.1.2.1Observation ..................................................................................... 48 3.1.3
Similar literature studies ................................................................. 50
3.2
CRM Analysis Method ....................................................................... 51
3.3
Development Method systems ............................................................ 51
3.4
Framework .......................................................................................... 54
CHAPTER IV RESULTS AND DISCUSSION ................................................... 56 4.1
System Investigation ........................................................................... 56
4.2
Systems Analysis ................................................................................ 57
4.2.1
Analysis system running ................................................................. 57
4.2.2
Inputs, processes and outputs in the system running ...................... 59
4.2.3
Context diagram running system .................................................... 61
4.2.4
Proposed solutions .......................................................................... 62
4.2.5
Analysis of the proposed system ..................................................... 63
4.2.6
Inputs, processes and outputs in the system proposed .................... 65
4.2.7
Context diagram of the proposed system ........................................ 67
4.2.8
Proposed Zero diagram ................................................................... 70
4.2.9
Diagram process .............................................................................. 71
4.3
Systems Design ................................................................................... 78
4.3.1
Flowchart design process ................................................................ 80
4.3.2
Design of CRM concept .................................................................. 81
4.3.3
ERD design and Data structure ....................................................... 83
4.3.3.1
ERD (entity relationship diagram) ........................................... 83
xii
4.3.3.2
Normalization .......................................................................... 83
4.3.3.3
Data structure ........................................................................... 86
4.3.3.4
State Transition Diagram (STD) .............................................. 87
4.3.4
Design web interface ....................................................................... 97
4.4
Programming .................................................................................... 112
4.5
Testing .............................................................................................. 113
CHAPTER V CONCLUSION AND SUGESSTION ......................................... 115 5.1
Conclusion ........................................................................................ 115
5.2
Suggestion ......................................................................................... 115
BIBLIOGRAPHY ............................................................................................... 116
xiii
LIST OF FIGURES Pages Figure 2.1 The satisfaction profit chain ................................................................ 16 Figure 2.2 The CRM value chain .......................................................................... 18 Figure 2.3 SDLC ................................................................................................... 24 Figure 2.4 Feasibility study ................................................................................... 26 Figure 2.5 External entity symbols ....................................................................... 35 Figure 2.6 Process symbols ................................................................................... 36 Figure 2.7 Data flow symbols ............................................................................... 36 Figure 2.8 Data store ............................................................................................. 36 Figure 2.9 State Transition Diagrams ................................................................... 38 Figure 3.1 Framework ........................................................................................... 55 Figure 4.1 business flowcharts running this time.................................................. 59 Figure 4.2 context diagram system running today ................................................ 62 Figure 4.3 business flowcharts proposed system .................................................. 65 Figure 4.4 Context diagram proposed system ....................................................... 69 Figure 4.5 Proposed Zero Diagrams ..................................................................... 70 Figure 4.6 Diagram process 1 ............................................................................... 71 Figure 4.7 Diagram process 2 ............................................................................... 72 Figure 4.8 Diagram process 3 ............................................................................... 73 Figure 4.9 Diagram process 4 ............................................................................... 74 Figure 4.10 Diagram process 5 ............................................................................. 76 Figure 4.11 Diagram process 6 ............................................................................. 77 Figure 4.12 Diagram process 7 ............................................................................. 78 Figure 4.13 Admin flowchart of web karaoke reservation online ........................ 80
xiv
Figure 4.14 ERD ................................................................................................... 83 Figure 4.15 First Normal Form (1NF) .................................................................. 84 Figure 4.16 Second Normal Form (2NF) .............................................................. 85 Figure 4.17 Third Normal Form (3NF) ................................................................. 86 Figure 4.18 structure menus for customer member .............................................. 87 Figure 4.19 structure menus for Admin ................................................................ 87 Figure 4.20 STD Home pages ............................................................................... 88 Figure 4.21 STD Signup ....................................................................................... 89 Figure 4.22 STD Login ......................................................................................... 89 Figure 4.23 STD Home pages for member ........................................................... 90 Figure 4.24 STD About us pages .......................................................................... 90 Figure 4.25 STD Outlets and rooms pages ........................................................... 91 Figure 4.26 STD Reservation pages...................................................................... 91 Figure 4.27 STD profile pages .............................................................................. 92 Figure 4.28 STD Home pages for non-member .................................................... 93 Figure 4.29 STD About us pages .......................................................................... 93 Figure 4.30 STD Outlets and Rooms pages .......................................................... 94 Figure 4.31 STD Reservation pages...................................................................... 94 Figure 4.32 STD Admin pages ............................................................................. 95 Figure 4.33 STD Check-in Order pages ................................................................ 95 Figure 4.34 STD List of order pages ..................................................................... 96 Figure 4.35 STD About us pages .......................................................................... 96 Figure 4.36 STD pages for Manager ..................................................................... 97 Figure 4.37 Web navigation reservations online................................................... 98 Figure 4.38 Design of Home pages for non-member............................................ 99
xv
Figure 4.39 Design of Login/signup pages ......................................................... 100 Figure 4.40 Design of Home pages for member ................................................. 101 Figure 4.41 Design about us pages ..................................................................... 102 Figure 4.42 Design of outlets and rooms pages .................................................. 103 Figure 4.43 Design of reservation pages (step 1) ................................................ 104 Figure 4.44 Design of Reservation pages (step 2) .............................................. 105 Figure 4.45 Design of Reservation pages (step 3) .............................................. 105 Figure 4.46 Design of Reservation pages (step 4) .............................................. 106 Figure 4.47 Design of Reservation pages (step 5) .............................................. 107 Figure 4.48 Design of Profile pages .................................................................... 108 Figure 4.49 Design of Admin pages ................................................................... 109 Figure 4.50 Design of Check-in Order pages...................................................... 110 Figure 4.51 Design of List of order pages .......................................................... 111 Figure 4.52 Design Interface for Manager .......................................................... 112
xvi
LIST OF SYMBOL ERD SYMBOL
Descriptions
Minimum
Maximum
Symbols
examples
examples
relationship
(one and only one)
1
1
Zero or one
0
1
One or more
1
Many (>1)
Zero, one, or more
0
Many (>1)
More than one
>1
>1
One
xvii
GLOSSARY
CRM
: Customer Relationship Management
HTTP
: Hypertext Transfer Protocol
HTML
: Hypertext Markup Language
SDLC
: System Development Life Cycle
DFD
: Data Flow Diagram
STD
: State Transition Diagram
ERD
: Entity Relationship Diagram
PHP
: Personal Home Page
SQL
: Structure Query Language
1NF
: First Normal Form
2NF
: Second Normal Form
3NF
: Third Normal Form
xviii
CHAPTER I INTRODUCTION CHAPTER I INTRODUCTION
1.1
Background Development information of technology is now getting faster to every
human need requires information. Advances of technology also come into computers. The computer is means of communication that is necessary for every human being in the world. This is because of getting bigger benefits than the component or other tools. Internets which are currently the most resources quickly and accurately, while the Internet has become a necessity both from the business community and from the ordinary people who needs the internet every day to support its activities. The development of Internet, even irreversible, if the first internet only used to exchange database so that today the Internet has spread to the aspects of social life. Internet can be a place to learn, socialize, shop, trade, play and so on. The World Wide Web (WWW) to provide a means that can be accessed globally by leaving the boundaries of convention. Vizta Karaoke positioned as "Family Karaoke Trendy and Selebizz". This Karaoke is targeted to meet the tastes of middle-class people who wants a trendy metropolis singing, hanging out, and partying in place and colorful atmosphere, cozy, fun, comfortable, courteous and so celebrity, but at an affordable cost. With the sector make Vizta Karaoke entertainment services in the field be increased.
1
This success must be supported by good information systems in line with advances in technology that exists today. Business strategy is currently focused on the creation of the trust or the trust of customers to the karaoke. Customers are very valuable assets for a karaoke place, if it loses its customers then the karaoke place will lose long term benefits, because the biggest advantage is of a loyal customer. If in deeper analysis, many constraints faced by the karaoke place when the reservation is done offline. First, the front desk workers should continue to be in place to handle the reservation. Second, the availability of the room karaoke erratic availability of information because they are not channeled karaoke room quickly subscription. Third, when customers call for reservations, front desk staff also need to check the reservation book manually. This will affect the future development of karaoke places, especially towards the karaoke place relationships with customers. Seeing this condition, many companies want to develop their business by utilizing advances in information technology. In this era of globalization occurred tight competition between companies. There are several things that led to competition that happens, such as: new product to emerge with the kind bervarian, semankin increasing customer demands to get a quality product, at competitive prices, other than that the company is required to provide satisfactory services for customers, and the competition rigorous in promoting the product. The company faced with a reality that is full of rivals, and to resolve the issue, we need a strategy, namely by implementing CRM applications. One thing that is important
2
and must be considered in the era of the business today is focused on the customer, because it is a key factor for achieving a sustainable competitive advantage in today's competitive business. Field study of the reservation has been widely studied by experts of national and international researchers. The reservation system is not only the complement system in a company/organization but also the needs of companies in the improvement of existing services. The reservation system is used in various fields of research. Rohim Sugira, Silvia Andini and Abdul Wafa Muhammad (2013) conducted pembuatan dan Implementasi sistem reservasi hotel online berkonsep CRM sebagai upaya peningkatan kualitas layanan dan loyalitas pelanggan terhadap hotel Royal Denail View Bukit Tinggi. Ucu Deti (2011) research on Rancang bangun CRM bebrbasis web pada PT. Gatra Citra Kencana Tour&travel. Furthermore, many previous research also discusses e-treveling reservation services among its Eggy Ramadhani Djunaedi (2011) with the title konsep rancang bangun aplikasi e-traveling berbasis CRM menggunakan Rich Internet application, next William Christanto, Arie Setiawan P and Charitas Fibriani (2012) with the title of perancangan dan implementasi sistem reservasi food court berbasis web dengan memanfaatkan koneksi wifi, then research was performed by Muhammad Wyzer (2011) with the title aplikasi penjualan produk alat music berbasis web. Utilization of information technology in the enterprise is an advantage in the competition process to consider when in the process of fulfilling its implementation of good governance and can also line between business goals with
3
IT goals. The system has never done karaoke room reservations online at PT. Vizta Pratama "Inul Vista" using the concept of Customer Relationship Management (CRM). Based on the reasons why an application needs to be designed CRM (Customer Relationship Management) to facilitate the performance of the reservation and karaoke party service providers, so as to provide services more quickly and efficiently to the customer and the customer can do it anytime and anywhere. So in this case the author tries to take the title theme Design of Information Systems for Karaoke Room Reservation Using Web Based Customer Relationship Management (CRM) Concepts (Case Study: PT. Vizta Pratama "Inul Vizta").
1.2
Problem Statement Based onthe background above, it can be formulated several problems, as
follows: 1.
How to create the design of online reservation for karaoke PT. Vizta Pratama (Inul Vizta)?
2.
Would it be efficient when using the online reservation to book a karaoke room at PT. Vizta Pratama (Inul Vizta)?
1.3
Scope of Research Given the wide scope of the problems above, the author will make
restrictions on the issue in the writing of this research focused on the problem and
4
achieve optimal results. Design of Information Systems Karaoke Room Reservation
Booking
Concepts
Implementing
Customer
Relationship
Management (CRM) is implemented in Web-Based PT. Vizta Pratama "Inul Vizta" Jakarta. The limit problem is as follows: 1.
The system only provides information about services such as address karaoke outlet, and the reservation price of the room
2.
The system is only related to the karaoke room reservation does not include the cost of meals and the use of other karaoke facilities
3.
The reservation system is only room for “Inul Vizta”as the object in this study
4.
The system only tells room available according to time of check-in and check-out then can be ordered based on the date
5.
The reservation system using a customer relationship management (CRM) as a concept in building relationships with the guests
6.
This study focuses only at “Inul Vizta” around Jakarta
7.
This study is limited to the karaoke room reservation online system
1.4
Research Objectives The aim of this research consists of general purpose and special purpose.
The overall aim is to produce a karaoke room booking reservation system in an effort to increase service levels. while the specific objectives of this study resulted in:
5
1.
karaoke room reservation process is done online is expected to improve the quality of service to the customer.
2.
The existing web reservation is expected to provide information regarding how to book a karaoke room reservation online and the detail information of the price for every room in every outlet.
3.
Provide advice or recommendation on the proposal karaoke room reservations
online
using
the
concept
of
customer
relationship
management (CRM) to the PT. Vizta Pratama "Inul Vizta".
1.5
Benefits of Research The benefits gained from the study include:
a.
Benefits for author: 1.
As a condition of graduation support Tier 1 (S1)
2.
This topic provide a thorough understanding of the concept Customer Relationship Management (CRM) that can be used in a case of reservation services
3.
Provides a thorough understanding of the design and construction of a Decision Support System for planning a career in a company.
b.
Benefits to the company: 1.
Karaoke room reservation process is done online is expected to improve the quality of service to customers
2.
Can perform the necessary improvements to the company's progress
6
3.
Can be used as a reference for the karaoke room booking reservation system using the concept of Customer Relationship Management (CRM) at PT. Vizta Pratama "Inul Vizta".
c.
Benefits to the university: 1.
Can be used as a reference for subsequent studies related to the karaoke room reservation system using the concept of Customer Relationship Management (CRM).
1.6
Research Methodology In carrying out this study, author used the following methods:
1.
Methods of Observation Data collection, and direct observation by researchers at PT. Vizta Pratama "Inul Vizta" in Jakarta.
2.
Interview Collect data by interviewing people directly related to the research study is being conducted.
3.
Questionnaires Questionnaires that data collection activities conducted by the author to get the answers of the respondents without direct author to explain the intent of the question. The results of the questionaire is used as the material recommendations can be suggested for PT. Vizta Pratama "Inul Vizta".
7
4.
Library Studies The collection of data and information by reading books related to the reservation and the concept of customer relationship management (CRM) a benchmark study.
5.
The study of literature That is a kind of research journals and scientific work is concerned with matters relating to the components of the research activities.
1.7
Systematics Writing
CHAPTER I
INTRODUCTION This chapter describes the background, the formulation of the problem, limitation of the study, the purpose of the study, the benefits of research, research methodology, and systematic writing of each chapter.
CHAPTER II
THEORY This chapter describes the definition and theories are used as a foundation or basis in research.
CHAPTER III
RESEARCH METHODOLOGY This chapter describes the methodology used in the implementation and analysis of research data in the reservation of research activities using web-based CRM concept.
8
CHAPTER IV
RESULT AND DISCUSSION This chapter contains the analysis and discussion of the results of research regarding the reservation of research activities using web-based CRM concept.
CHAPTER V
CONCLUSION AND SUGESSTION This chapter is a cover that contains a summary of the description of the research and suggestions for improvement in the company's progress.
9
CHAPTER II THEORY CHAPTER II THEORY
2.1
Software Engineering Software engineering is the development and using development
principles sound to obtain economically software that is reliable and works efficiently on real machines. Software engineering is a discipline of science that integrates process, methods, and assistive devices for computer software development process (Pressman, 2002).
2.2
Inul Vizta (PT. Vizta Pratama) Inul Vizta is the place of karaoke which has a different concept with the
other karaoke places, even established in 2005, but Inul Vizta now has over 100 outlets and an icon largest karaoke in ASIA. And get some plaque, such as TOP Brands, Franchise TOP of Mind, Master Service Award, and was also believed by the World Karaoke event to represent Indonesia in the Karaoke World Championship (KWC), held in Finland in 2013 ago. Inul Vizta is a Karaoke which positioned by "FAMILY KARAOKE TRENDY AND SELEBIZZ". This Karaoke is targeted to meet the tastes of middle-class people who want a trendy metropolis singing, hanging out, and partying in place and colorful atmosphere, cozy, fun, comfortable, and courteous, so Celebrity, but at an affordable cost. Inul Vizta Family Karaoke & Karaoke
10
concept-art
Vizta
Family
Karaoke
is
positioned
as
KARAOKE
TRENDYANDSELEBIZZ is targeted to meet the tastes of middle-class people who wants a trendy metropolis singing, Hang out ', and feasting on the place and the atmosphere cozy, fun, comfortable, safe, courteous and so celebrity, yet at affordable cost Judging from the facility, type of service, and office rental rates, karaoke retail industry can be divided into 2 categories: Karaoke executives and families. Both of these types of places have karaoke characteristics, advantages and disadvantages of each. Inul Vizta takes advantages of both these concepts and makes a new karaoke concept by using a computerized system, an audio system with a variety of effects. As for the interior room or make the customer comfortable to linger. Karaoke at Inul Vizta is affordable and inexpensive enough, especially the existing use-package or promo, and at certain hours Inul Vizta provide happy hour package is to pay half the price. Hourly rental prices vary, due to some type of different rooms. And the price is adjusted to the size per room. System used by Inul Vizta to select and play songs is use the remote control or touchscreen on the computer screen. As for audio, the latest innovation gives Inul Vizta - effect is a special effect for vocals with 4 effects are studio, karaoke, live, extreme like a professional singer. Plus every office there is a headset to listen to our voices more clearly. Inul Vizta has an extensive collection of songs, there are approximately 120,000 songs contained in Inul Vizta. And its advantages, the customer can request any song if there is a song that customers want and are not in Inul Vizta,
11
the customer can request by sending an email to Inul Vizta. If the song is in the request has been completed in the process, then the customer will tell that the song has been available on request.
2.3
CRM
2.3.1 Definition of CRM CRM is the overall activities of the company to acquire and retain customers (Turban, 2006). CRM recognizes the customer as the core of the business and that the company's success depends on customer relationships are managed effectively. CRM focuses on building long-term customer relationships and sustainable, that added value for the customer and the company. CRM is an integrated approach to identifying, acquiring and retaining customers.CRM managing all aspects of interaction a company has with its customers, Including prospecting, sales and service (Buttle, 2009). Generally, CRM is an approach that recognizes the customer as the core business and that the company's success depends on the effectiveness of customer relationship management. In other words: "CRM is a business strategy to select and manage customers to optimize long-term value. CRM can be said to be nearly equal to the marketing concept based on the relationship, but cannot be arbitrarily called a relationship based marketing, is CRM. CRM said wider because it includes a direct
12
relationship between the customer and the seller. To be convincing direct marketing and the company must be willing to change their behavior towards certain customers, according on what he knows about the customer. Thus, CRM basic idea is simple: the treatment of different customers in different ways.
2.3.2
Types of CRM There are 4 main types of CRM activity that involved, among other things (Buttle, 2009). 1.
Strategic, is a core customer-centric business strategy that aims at winning and keeping profitable customers.
2.
Operational, focuses on the automation of customer-facing processes such as selling, marketing and customer service.
3.
Analytical, focuses on the intelligent mining of customer-related Data for strategic or tactical purposes.
4.
Collaborative, applies across organizational boundaries with a view to optimizing company, partner and customer value.
2.3.3 CRM applications CRM applications (Turban, 2006), namely: 1.
Customer facing application This application covers all areas where customers interact with the company: call centers, including parts of help desk, sales force
13
automation, and field service automation. CRM application which is essentially automates the flow of information or support the employees who work in these areas. 2.
Customer touching application These newer applications, as customers interact directly with the application. This application in the form of e-commerce, selfservice customer support, and more consumer electronics applications interact again. Example: i-CRM.
3.
Customer centric intelligent application This application is intended for analyzing the various outcomes of operational processing and use of the results of such analysis to improve the CRM application. Reporting and storage of data as well as data mining, is the main topics of this application.
4.
Online Network Application Online network refers to a variety of methods that provide opportunities to build personal relationships with many people in the business. Example: chat, and discussion list.
2.3.4 The business focus of CRM The fundamental reason for companies wanting to build a relationship with the customer is economic. Companies generate better result when they manage their customer base in order to identify, acquire, satisfy and retain profitable customers (Buttle, 2009).
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Managing the full range of customer relation involves two related objectives: one, to provide the organization and all of its customer-facing employees with a single, complete view of every customer at every touch point and across all channels; and, two, to provide the customers with a single, complete view of the company and its extended channels (O'Brien, 2005). CRM uses information technology to create a cross-functional enterprise system that integrates and automates many of the customer serving processes in sales, marketing, and customer services that interact with a company's customers. CRM systems also create an IT framework of web-enabled software and databases that integrates these processes with the rest of the company's business operations, and supports collaboration among a business and its customers and partners. CRM systems include a family of software modules that provides the tools that help business and its employees provide fast, convenient, dependable, and consistent service to its customers.
2.3.5 Customer satisfaction, loyalty and business performance An important rationale for CRM is that improves business performance by enhancing customer satisfaction and driving up customer loyalty, as shown in figure 2.1. there is compelling logic to the models, the which has been dubbed the satisfaction-profit chain.
15
Customer satisfaction
Business performance
Customer loyalty
Understand customer requirement Meet customer expectation Deliver customer value
Behavioral loyalty Attitudinal loyalty
Revenue growth Share of customer Customer tenure
Figure 2.1 The satisfaction profit chain
Satisfaction increases because customer insight allows companies to understand their customers better, and create improved customer value propositions and better customer experiences. As customer satisfaction rises, so does customer intention to repurchase. Customer satisfaction is the customer’s fulfillment response to a customer experience. The experience component of the definition suggests that the satisfaction evaluation can be directed at any or all elements of the customer experience. This can include product, service, process and any other components of the customer experience. The most common way of quantifying satisfaction is to compare the customer’s perception of an experience with their expectation. Customer loyalty has also been the subject of considerable research. There are two major approaches to defining and measuring loyalty, there are: based on behavior and the attitude. Behavioral loyalty is measured by reference to customer purchasing behavior. Attitudinal
16
loyalty is measured by reference to components of attitude such as beliefs, feelings and purchasing intention. Business performance can be measured in many ways. The recent trend has been away from simple short-term financial measures such as quarterly profit or earnings per share. Leading companies are moving towards a more rounded set of performance indicators, such as represented by the balanced scorecard.
2.3.6 Customer lifecycle Customer lifecycle are attempted to depict the development of a customer relationship over time. Customer lifecycle collapsed into three major management activities: 1.
Acquiring new customer Customer acquisition is the first issue that managers face as they attempt to build a valuable customer base. There are three major decisions to be made: which prospects to target, how to communicate with them, and what offer to communicate to them.
2.
Developing customer value (Enhance) Customer development is the process of growing the value of retained customers. Customer development strategy aims to increase the value of those retained customers to the company.
17
3.
Retaining existing customer Customer retention is the maintenance of continuous trading relationships with customers over the long-term. A customer retention strategy aims to keep high proportion of valuable customers by reducing customer defections (churn).
2.3.7 Supply chain CRM Supply chain CRM establishes five process stages for the development and implementation of a CRM strategy. Each of the five stages is done is by using a number of tools and processes. This model also identifies a number of supporting conditions that facilitate the implementation. Here is an overview of the supply chain CRM:
Figure 2.2 The CRM value chain
The main stages in the development and implementation of the CRM value chain include:
18
1.
Customer portfolio analysis This stage involves the analysis of actual customer base and potential to identify the customers which one to be served in the future. Strategically, the top list will be a significant customer, including those that will generate profits (value) in the future.
2.
Customer intimacy At this stage can be recognized identity, history, demands, expectations, and customer choice.
3.
Network development (SCOPE) Network development is to identify, explain, and manage relationships with members of the corporate network. This includes organizations and people who contributed to the creation and delivery of value proposition for the customer selected. Network can include members from outside such as suppliers, partners and owners / investors, and also the fundamental internal, i.e. employees.
4.
Value proposition development This stage involves identifying sources of customer value and the creation of a proposition and experience that meet the needs, expectations, and their choice.
5.
Manage the customer life cycle Customer life cycle is the customer journey from the status of 'suspect' to 'support'. Life cycle management requires attention to
19
the processes and structures. The process is how the company started working on the processes of the company, and how the company will measure the performance of its CRM strategy. While the structure is how the company will organize itself to manage customer relationships.
These five main stages of the CRM value chain sequence representing the three phases of CRM strategy, namely the analysis, development and implementation resources. Customer portfolio analysis (customer portfolio analysis) and customer intimacy (customer intimacyCI) is a major analysis activities. CPA involves customer data users and market to decide which customers will be served, while CI involves understanding customers and their needs.
2.3.8 Benefits and challenges of CRM The potential business benefits of CRM are many. For example, CRM Allows a business to identify their best customers and targets ─ those who are the most profitable to the business so they can be ─ retained as lifelong customers for greater and more profitable service. It’s makes possible real-time customization and personalization of products and services based on customer wants needs, buying habits, and life cycles. CRM also can keep track when a customer contacts the company, Regardless of the contact point. And CRM systems can enable a company
20
to provide a consistent customer experience and superior service and support across all the contact points a customer chooses. All of these benefits would provide strategic business value to a company and a major customer value to its customers.
2.4
Internet The Internet is a global computer network- a network that connects
computer networks of businesses, organizations, government agencies, and schools around the world, with fast, direct and save. Public cooperative facilities and that can run their own that can be access so many people throughout Indonesia.
2.5
Hypertext Transfer Protocol (HTTP) HTTP is the communications standard used to transfer pages at part of
www in the internet. HTTP defines how messages are formatted and transmitted, and what actions need to be taken by the explorer browser and the web server in response to various commands.
2.6
Hypertext Markup Language (HTML) HTML is an approach to data management where data is stored in the
network nodes to connect to the link called hyperlinks. HTML is the standard language used by the World Wide Web to create and recognize hypertext
21
documents. Users access data through an interactive system explorer (Turban, 2006). HTML gives users the option to control the visual elements such as font, font size, and spacing without having to change the initial information. Several of the programs in the top software suites will automatically convert documents into HTML formats. These include Web browsers, word processing and spreadsheet programs, database managers, and presentation graphics packages. These and other specialized web publishing programs like Microsoft FrontPage and Lotus FastSite provide a range of features to help you design and create multimedia web pages without formal HTML.
2.7
Research Method
2.7.1 Data collection The data collection is systematic and standard procedures to obtain the necessary data (Nazir, 2011). The collection of data is a crucial step in the scientific method, because the data collection is a premiere procurement process the data for research purposes. Data is the foundation of all things, events, activities, and transactions are recorded, classified, and stored, but not organized to express a particular meaning. Information is data that has been arranged so that it has meaning and value for the recipient.
22
2.7.2 SDLC (System Development Life Cycle) SDLC is the approach through several stages to analyze and design a system where the system has been developed very well through the use of activity cycles and user specific analyzer (Kendall, 2007). SDLC is a traditional system development methods are used by various companies to large IT projects. SDLC is a structured framework that consists of sequential processes for developing information systems (Turban, 2006). SDLC models can contain more or less than eight stages that are presented here. However, the flow of work largely remains the same, regardless of the number of stages. In the past, the developers used Waterfall approach for SDLC, where a variety of jobs at a stage before the work is completed entirely to next stage. Now, the developers of the system will go back and forth between the various stages as needed. System development project produces the desired results through teamwork. The development team includes alkaline user, system analysis, programmers, and technical specialists. Users are employees of all levels and functional areas in the company that will interact with the system, directly or indirectly. Analyst information system is an expert system that specializes in analyzing and designing information systems. The programmer is an expert information system that modifies existing computer programs or writes new computer programs to meet the needs of users. Technical specialists, is an expert in a particular type of technology,
23
such as databases or telecommunications. All the people hit by the changes in the information system (the users and managers, for example) is referred to as the parties with an interest in the system (system stakeholders), and usually involved in various levels as well as time in development system. Section in the remainder of this section will discuss each of these processes (stages) in the eight stages of the SDLC.
(1) Investigation Systems (2) Analysis systems (3) Design systems (4) Programming (5) Testing (6) Implementation Systems (7) Operational (8) Maintenance
Back to previous step or stop
Figure 2.3 SDLC
1.
Investigation Systems The professional system developers agree that the more time spent
on understanding the business has problems to be solved, understand the
24
various technical options for the system, and understand the various problems that seem to occur during development, the greater the chances of success would solve that problem. For this various reasons, systems research begins with a business problem (or opportunity). Problems
(and
opportunities)
often
require
not
only an
understanding of the internal point of view, but also as viewpoint organization partners (suppliers or customers) will see it. Another useful perspective is from the competitors. (How competitors respond to a similar situation, and what the results as well as additional opportunities to come?) Creativity and creative thinking can provide great results while isolated issues that can be considered as a cause of systemic failure are beyond organizational boundaries. Once this perspective can get, the people involved can see better the true scope of the project and offer a variety of potential solutions. Then the initial assessment of the various solutions proposed system can be started. Feasibility study. Subsequent work in the research phase system is the feasibility study. Because the processes of development can be costly, the systems investigation stage typically requires a preliminary study called a feasibility study. A feasibility study is a preliminary study where the information needs of prospective users and the resource requirements, costs, benefits, and feasibility of a proposed project are determined. Then a team of business professionals and IS specialists might formalize the findings of this study in a written report that includes preliminary
25
specifications and a developmental plan for a proposed business application. If the management of the company approves the Recommendations of the feasibility study, the development process can continue. Thus, the goal of feasibility studies is to Evaluate alternative system solutions and to propose the most feasible and desirable for business application development. The feasibility of a proposed business system can be evaluated in terms of four major categories, as illustrated in figure 2.4 Organizational feasibility
Economic feasibility
How well the proposed
Cost savings
system supports the
Increased revenue
business priorities of the
Decreased investment
organizational
requirements
Technical feasibility
Hardware, software, and
Operational feasibility
network capability, reliability, and availability
Increased profits
Employee, customer, supplier acceptance
Management support
Government or other requirements
Figure 2.4 Feasibility study
26
The focus of organizational feasibility is on how well a proposed system supports the strategic business priorities of the organization. Economic feasibility is concerned with the weather expected cost savings, Increased Revenue, Increased profits, reductions in required investment, and other types of benefits will exceed the cost of developing and operating a proposed system. Demonstrated technical feasibility can be reliable if the hardware and software capable of meeting the needs of a proposed system can be acquired or developed by the business in the required time. Finally, operational feasibility is the willingness and ability of the management, employees, customers, suppliers, and others to, operate, use, and support a proposed system.
2.
Analysis Systems Once the project development approval required from all
participants, systems analysis phase will begin. Systems analysis is the process of studying a variety of business issues can be addressed through the planned enterprise information systems. This stage determines the business problem, identify various causes, specifying solutions, and identify information needs that must be met by the solution. Understanding of the business problem requires an understanding of the various processes involved.
27
The system development process frequently takes the form, or includes, a prototyping approach. Prototyping is the rapid development and testing of working models, or prototypes, of new applications in an interactive, iterative process that can be used by both IS specialists and professionals business. Prototyping makes the development process faster and Easier, especially for projects where end user requirements are hard to fine. Thus, prototyping is sometimes called Rapid Application Development (RAD). Prototyping has also opened up the application development process to end users because it simplifies and accelerates system design. Thus prototyping has enlarge the role of the business stakeholders affected by a proposed system, and helps the make possible a Quicker and more responsive development process called agile system development (ASD). The company has three basic solutions for any business problems related to information systems:
Organizational analysis is an important first step in system analysis. The members of a development team would have to know something about the organization, its management structure, its people, its business activities, the environmental systems must deal with it, and its current information systems. Someone on the team must know this information in more detail for the specific business units or workgroups that will end users affected by the new or improved information system being proposed.
28
Analysis of the present system. Before designing a new system, it is important to study the systems that will be improved or replaced. We need to analyze how the user system hardware, software, networks, and people resources to convert the data resources, such as transaction data into information products, such as reports and displays. Then, we should document how the information system activities of input, processing, output, storage, and control are accomplished.
Functional requirements analysis, this step of systems analysis is one of the most difficult. You may need to work as a team with the IS analysts and other end users to Determine Cell-specific business information
needs.
Functional
requirements
are
end-user
information requirements that are not tied to the hardware, software, network, data, and people resources that end users presently use or might use in the new system.
The main purpose of the system analysis phase is togather information on existing systems, in order to determine which of the three basic solutions to be used and to determine the need for a better system or new. The end result of this stage is a set of needs for information. Describe the information needs what information, how much information, to whom, when, and in what form the information needed. Analysts system uses many different techniques to get the information
29
requirements for the new system. These techniques include structured and structured interviews with the users of the tour, as well as direct observation. interviews provide a variety of questions that have been written in advance. In unstructured interviews, the analyst does not have any questions that have been made previously, but using his experience to find out the problems of the existing system of users. Through direct observation, the analyst can observe users interacting with the existing system. Systems analysis phase produces the following information:
Strengths and weaknesses of the existing system
Owned-hungry functions to the new system can address business issues
Information needs of users over the new system
3.
Design Systems Systems design specifies how the systems will accomplish this
objective. Systems design Consist of design activities that produce system specifications satisfying the functional requirements that were developed in the systems analysis process. The result of the technical design phase of the system is that specify the following matters:
Output and input system and user interface
Hardware, software, databases, telecommunications, personnel, and procedures
30
How the various components of the integrated
System design crosses two major aspects of the new system: logical system design that states what is done by the system, by using abstract specifications, and the physical design system which states how the new system will perform its function, the actual physical specifications. Logical design specification covers the design output, input, processing, databases, telecommunications, control, security, and SI work. Physical design specification covers the design of hardware, software, databases, telecommunications, and procedures.
4.
Programming The developers of the system using the design specifications to
obtain the required software for the system in order to meet the functional objectives and overcome business problems. The main benefit of the system is a customized development would be more appropriate for the company rather than your own applications for new business processes and existing company. Programming
involves
translator
design
specification
into
computer code. This process can be lengthy and time-consuming, because writing computer code remains an art than a science. Large system development project requires a team of programmers. This team often
31
includes the users of the various functional areas to aid the programmer to focus on the business problem being addressed. In an attempt to add precision to the process of programming, the programmers use structured programming techniques. These techniques improve the flow of program logic to change computer code into a module, which is some part of the code (sub-series of all programs). This modular structure allows testing more efficient and effective, because each module can be tested independently. Structured programming techniques include the following restrictions:
Every module has one, and only one, function.
Each module has only one entrance and exit. In other words, the logic of the computer program included in the model through one place and out of a scene.
Go to Statement is not allowed.
Three types of structures used in structured programming: sequence, decision, and loop. In order structures, program statements executed one by one until all the statements in the order has been executed. The structure allows decision logic to flow into the branch, depending on the particular conditions. Round structure allows the software do the same program, or part of a program, until certain conditions are met.
32
5.
Testing Thorough and continuous testing performed throughout the
programming stage. Examination of testing to see if the computer code will give results that are expected and desirable under certain conditions. Tests designed to detect errors ("bugs") in the computer code. These errors are of two types: syntax error and logic error. Syntax errors are easier to find and will not allow the program running. Logic error allows a program running but the result is wrong. Logic error is more difficult to detect, because the cause is not obvious. Programmers should follow the flow of logic in the program to determine sources of error in the results.
6.
Implementation Implementation is the process of controversy from the old system
to the new system. Companies can use the four conversion strategies: parallel, direct, initial experiments, and gradual. Parallel conversion, the old system and the new system operate simultaneously for a certain period of time. In other words, both systems process the same data at the same time, and the results will be compared. Conversion is the most expensive type but most are not at risk. Direct conversion, the old system will shut down when the new system is turned on at a certain time. This type of conversion is the least expensive, but most at risk if the new system does not work as planned.
33
Pilot conversion, will introduce a new system in one part of the company. The new system will be operational within a certain period and assessed. Once the new system is working well, it will be used in many other parts of the company. Phased conversion, introduces the components of the new system, for example module, in several stages. Each module will be assessed, and if it works well, other modules will be introduced to a whole new system can operate.
7.
Operation After the conversion, the new system will operate in a certain
period of time, until the system no longer meets the company's objectives. Once the stable operation of the new system, the audit will be conducted during the operating system's ability to assess and determine whether the system is used properly.
8.
Maintenance System requires maintenance. The first type is a maintenance
program debugging, which is a process that continues throughout the lifetime of the system. The second type is an update of the system to accommodate changes in business conditions. Various fixes and updates it usually does not add new functionality, but required only that the system can still meet its objectives. The third type of maintenance is to add new
34
functionality to the system-namely, the addition of new features to the existing system without disrupting operations.
2.8
System design tool
2.8.1 Data flow diagram (DFD) Data flow diagram is a diagram that illustrates the flow of data. Data flow diagrams can be used to present an automated system or manually with an image in the form of network graphs, symbols used in data flow diagram: 1.
External entity (terminal) Different entities outside the system which is provide data to the system (source) or receive information from the system (sink). External entities are not included in the system. Symbol used:
Figure 2.5 External entity symbols 2.
Process (bubble) Describe what is done by the system, serves to inform one or more output data according to the desired specifications. Each process has one or more input data and produces one or more output data. Symbol used:
35
Figure 2.6 Process symbols 3.
Data flow Using data flow from an entity to another entity. Direction arrows depict the flow of data that can occur between two successive processes, from data store to process and vice versa, from the source to the process, from process to sink. Symbol used:
Figure 2.7 Data flow symbols 4.
Data store Data store is serves as a place to store data. A process can be take the data or to provide feedback data to the data. Symbol used:
Figure 2.8 Data store
2.8.2 State transition diagram (STD) State transition diagram is a modeling tool that describes the nature of the time dependence on the system. STD is used to identify the system should behave as such the risk from external events. To achieving this, STD displays various types of models of behavior and outcomes and behavior which made the transition from one state to another state.
36
Presentation of STD is the basic foundation for determining behavior. STD typically used notation such as:
1.
active
State, rectangle symbol State is a collection of state or an attributes that gives the details of a person or object at a time and under certain conditions. Examples such as the user fills the password, determines the next instruction. State symbol:
Transition state, directional arrow symbol
Condition Incident in the external environment can be detected by the system. This will be result in a change to the state of circumstances state waiting for X to state wait to Y. examples such as: interrupt signal and data.
2.
Passive This system does not perform the control of the environment, but
rather is receiving data or give any reaction (systems that receive or collect data via signals transmitted by the satellite). There are two approaches in making the state transition diagram:
37
Identification of every possible state of the system and describe each one in a box, and make the relationship between the state.
Start with the first state and continued with the next state accordance with the desired flow. Here is a simple overview of STD: State X Condition
Action
State Y
Figure 2.9 State Transition Diagrams
2.8.3 Entity relationship diagram (ERD) According to Jeffery L. Whitten, Lonnie D. Bentley, Kevin C. Ditman, methods of analysis and design 6th edition (2004), ERD is a data model that uses some notation to describe the data in terms of entities and relationships described by the data. There are 3 kinds of relationship cardinality, there are: 1.
One-to-one, which means that each tuple in the entity A associated with at most one tuple in the entity B.
2.
One to many, that means a tuple in the entity A may be associated by many tuple in the entity B, but not vice versa, where each tuple in the entity B associated with at most one tuple in the entity A.
38
3.
Many-to-one, which means that each tuple in the entity A may be associated with at most one tuple in the entity, but not vice versa, where each tuple in the entity A associated with at most one tuple in the entity B.
4.
Many-to-many, which means that each tuple in the entity A may be associated by many tuple in the entity B and vice versa, where each tuple in the entity B can be associated with many tuple in the entity A.
2.9
PHP (Personal Home Page) PHP is a web-based programming language that has the ability to process
and process data dynamically (Kasiman, 2006). PHP can be regarded as an embedded server-side scripting language, meaning that all the syntax and command written program will be fully executed by the server, but it can be included in regular HTML pages.
2.9.1 History PHP PHP possess a long history, starting from the idea of a C language programmer named Rasmus Lerdorf. Starting around 1994, Rasmus Lerdorf uses PHP to calculate the number of visitors to the site. Then he issued version 1.0 of PHP tools for free. This version first came out in 1995 and contains a set of PERL scripts that are used to make the site into a dynamic page. Subsequently in 1996 he released PHP version 2.0 that
39
already has the ability to access the database and can be integrated with HTML. In 1997 appeared the PHP / FI Version 2.0 with the entire syntax and functions written using C language because domain that uses PHP / FI is very large, then thanks to the help of the various parties comprising Andi Gutsman, Zeev Suarasski, Shane Caraveo, Stig Bakken, and Jim Winstead, then started the birth of PHP 3. There are additional APIs in PHP 3, functions and modules in the PHP script engine that also participated to develop PHP / FI. On 6 June 1998 appears PHP version 3.0 launchedby Rasmus with the software development group. The next version of PHP 4.0 which was released on May 22, 2000 and is a more complete version than the previous version. The most fundamental changes in PHP 4.0 is the integration of Zend Engine created by Zend Suraski and Andi Gutsman, which is a refinement of the PHP3 scripting engine. Another new feature is the build-in HTTP session, and no longer makes use of additional libraries like in PHP3. The purpose of this scripting language is to create applications that run on web technology. PHP 4 was launched in order to overcome the deficiencies the weakness contained in PHP 3, by adding new features, such as sessions, output buffering, and the handling of input and output. PHP version 5 was released in early 2006 and in December 2008 had appeared to version 5.2.8. With many advantages compared to the
40
previous version, PHP 5 comes bringing more functionality and fixes to bugs. PHP 5 is fast, stable, and ready to be used for production scale.
2.9.2 PHP concepts PHP is known as a scripting language that integrates with HTML tags, is executed on the server, and is used to create dynamic web pages such as Active Server Pages (ASP) or Java Server Pages (JSP). PHP is a script for server-side web programming. By using PHP, then the maintenance of a website becomes easier. Processes data updates can be done using an application created using PHP scripts. The initial name of PHP is FI, i.e. Form Interface. Was first created by Rasmus Lerdorf. PHP was originally a CGI program that is devoted to receiving input via the form shown on the web browser. PHP is a server-side scripting language that is embedded in HTML (embedded script). PHP concept is very simple, even simpler than CGI. Thus, in making a PHP document, just create a plain HTML, it's just added to the program code is enclosed in the . basic types in PHP, among others: Integer (integer), floating point numbers, Boolean, null, string, array, object, resource.
2.9.3 Advantages of PHP PHP has several abilities which are one of the advantages of PHP. These capabilities include:
How to connect and query a simple database
41
Can work on Windows-based operating system, Linux, Mac OS, and most versions of UNIX.
Costs required to use PHP inexpensive, or even free
Easy to use because it has special features and functions to create dynamic web. PHP programming language designed to be incorporated in the HTML (embedded script)
Security system is high enough
Faster execution time compared to other web programming languages
2.10
Access to the database system more flexible and convenient.
MySQL MySQL is one type of database that uses SQL server as the base language
for accessing databases. Including the MySQL RDBMS (Relation Database Management System) that is popular among web programmers (Wahyu, 2005). MySQL is free (no need to pay to use it). However, MySQL is composed of two licenses, namely: 1.
Free license (free software / open source GNU general public license). MySQL is a free license to use, modified source program with a note should be published to the user.
2.
Commercial license (non-GPL). Users must pay a fee to MySQL AB as the copyright holder, according to the type of services available.
42
MySQL has the advantage accessible to many programming languages as "frontend". MySQL is a database server ideal for data of all sizes with the ability to have a very high speed in performing data processing, multi-threaded, multiuser and query. MySQL database file size is smaller than the other database files. SQL (Structure Query Language) is a language of ANSI (American National Standard Input) is used to query the data in the database. All operating data can be done easily by using this language, especially in entry and data selection. SQL language has a structure that is easy to understand, because it uses the commands in English. SQL commands in MySQL databases such as: a.
insert or add a new record into the database
b.
execute database queries
c.
retrieve data from database
d.
modify records in the database
e.
delete records in the database
2.11
Similar Literature Studies Methods of data collection is analyzing by similar research to find
advantages to the researcher doing research now than existing research.
43
No Author
Title
1
“Rancang bangun aplikasi RAD
PT.
customer
Citra
Ucu Deti
Method
relationship
management
(CRM)
Agency
Year Gatra 2011
kencana
berbasis web pada PT.
Tour
Gatra Citra kencana Tour
Travel
&
& Travel” 2
Dhery
“Rancang
bangun
web SDLC
Haryadi
perjalanan umrah berbasis
Suhendra
customer
relationship
management
pada
PT.
Agra 2010
semesta tour
PT.
Agra semesta tour” 3
Eggy
“Konsep rancang bangun RAD
Bayu buana 2011
Ramadhani
aplikasi
e-traveling
travel service
Djunaedi
berbasis
CRM
menggunakan
Rich
internet application” 4
Muhammad
“Aplikasi
Wyzer
produk alat musik berbasis
Karya
web (study kasus: PT.
Musikindo
Duta
jakarta
Karya
penjualan SDLC
Musikindo
PT.
Duta 2011
jakarta)”
44
Abstract Literature 1, the author is Ucu Deti (2011); student of Islamic State University Syarif Hidayatullah Jakarta, the research title is “Rancang bangun aplikasi customer relationship management (CRM) berbasis web pada PT. Gatra Citra kencana Tour & Travel”. Author describes application system design using web based application to serve the customer, which is reservation online using CRM concept. Whereas by online reservation will help the customer to buy some travel packet to company.
Abstract Literature 2, the author is Dhery Haryadi Suhendra (2010); student of Islamic State University Syarif Hidayatullah Jakarta, the research title is “Rancang bangun web perjalanan umrah berbasis customer relationship management pada PT. Agra semesta tour”. Author describes system design for “umrah” websites using CRM concept. This application is to help the customer to book “umrah” travel packet to company.
Abstract Literature 3, the author is Eggy Ramadhani Djunaedi (2011); student of Islamic State University Syarif Hidayatullah Jakarta, the research title is “Konsep rancang bangun aplikasi e-traveling berbasis CRM menggunakan Rich internet application”. This research is same as the first literature that describe about travel. But this research is using eTraveling application, and this also used CRM too. The concept is to ease the customer to reserve some travel packet.
45
Abstract Literature 4, the author is Muhammad Wyzer (2011); student of Islamic State University Syarif Hidayatullah Jakarta, the research title is “Aplikasi penjualan produk alat musik berbasis web (study kasus: PT. Duta Karya Musikindo Jakarta)”. The purpose of this research is to improve the selling transaction. The result of this system is to ease the customer to get the information about the product and help the customer to buy the product using online system.
46
CHAPTER III RESEACH METHODOLOGY CHAPTER III RESEARCH METHODOLOGY
3.1
Data Collection Methodology The data collection is systematic and standard procedures to obtain the
necessary data. In collecting data for this study, conducted research first in order to obtain data and information about the company's problems are based on the theory of CRM.
3.1.1 Studies Library This method is done by studying the theories that have evolved, seeking the methods and techniques of research, both in collecting data or in analyzing the data, which was used by previous researchers (Nazir, 2005). A literature study carried out by looking and reading some of the existing literature readings as a reference, among other things: 1.
Dig information of various Internet sites, such as neither article nor writing online.
2.
Read book Related research on the reservation and assess about CRM.
3.
Journal research similar about development of information systems.
47
3.1.2 Field Study 3.1.2.1Observation Data collection with observation is way data retrieval use eye without there is help another standard for need. The Observations do on date 12 April 2014 meet with section manager of PT. Vizta Pratama (Inul Vizta). Observation conducted namely observe the process of delivering information given to consumer of section booking good through conversation direct with consumer or through phone, such as: the cost of rent room Hourly appropriate with size office. The observation that Author use there are: 1.
Interviews The
interview
is
the
process
of
obtaining
information for research purposes by way of question and answer, with a face to face between the interviewer and respondent using a tool called the interview guide (Nazir, 2005). The interview was conducted on April 12, 2014 and met with the manager at PT. Vizta Pratama. From interviews were obtained, namely information such as: the state of the running system, and the weaknesses of the existing system so that the new system needs to be made at the PT. Vizta Pratama. (The interview is attached in appendix).
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2.
Questionnaire A data collection is a technique to provide questions to the customer in the form of indirect for matters relating to the quality of service whether it is satisfactory or not. So the questionnaire are given to one of stakeholder of PT. Vizta Pratama (Inul Vizta) Jakarta and customer of Inul Vizta which is taken from International class of State Islamic University deemed to have competence in this field. And the technique that author use for this questionnaire is “Technique sampling”. Technique sampling is a way of taking a representative sample from the population. To determine the sample in the research, there are a variety of sampling techniques which is used. Population is a generalization region consisting of the objects or subjects that have certain qualities and characteristics which determined by the researchers to be studied and then drawn the conclusions. Samples are some of the characteristics possessed by the population. The sampling technique used by the author is a nonprobability sampling. Non-Probability sampling is a sampling technique
which does
not
provide same
49
opportunities or chance for each element or population members to selected to be sampled. Non-Probability Sampling technique used in this study more precisely the author using purposive sampling technique. The definition of purposive sampling is a sampling technique with special considerations that deserve to be sample, and the data obtained is more representatives by doing the research process are competent in their field. So in this study which taken into consideration in the selection of the sample is one of stakeholder of PT. Vizta Pratama (Inul Vizta) Jakarta and customer of Inul Vizta which is taken from International class of State Islamic University deemed to have competence in this field.
3.1.3 Similar literature studies Similar literature studies carried out by looking and reading some of the similar literature previous studies and readings that serve as a comparison. Author visit to the library and look for similar thesis to be collected and conducted a comparison, so I can know what the things that have not been done in previous studies. As reference can be seen in the end of Chapter 2.
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3.2
CRM Analysis Method CRM focuses on building long-term customer relationships and
sustainable, those add value for the customer and the company. CRM analysis methods using the customer lifecycle stages of CRM concept that are contained in: 1.
Acquiring new customer
2.
Developing customer value (enhance)
3.
Retaining existing customer In the CRM analysis methods, identified efforts to gain new customers,
build relationships, to provide attractive offers to the customers so that the customers get satisfaction and will always be a loyal customer.
3.3
Development Method systems In application development karaoke online reservation system is web-
based, compiler using SDLC. The author conducted several stages of development to testing. Having stood the test may be continued until the maintenance stage. The steps that performed in development system stages are with this method as follows: 1.
System Investigation Systems research is to understand the business problem to be solved, understand the various technical options for the system, and understand the various problems that seem to occur during development.
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To that end, the research system starts with a business problem or opportunity in PT. Vizta Pratama.
2.
Analysis system This stage contains a system description and analysis of the current system. Description of the current system is a detailed overview of the current system, with its problems. With the addition of the flowchart display the current system will be make it easier to analyze. Analysis of the current system is a process of understanding the problems that exist. The result is the form of proposals to design a new system that can overcome existing problems.
3.
System Design Stages of system design are a technical design that specifies a range of the following:
Output and input system and interface users
Hardware, software, databases, telecommunications, personnel, and procedures
How various component mentioned integrated
System developers use design specifications to obtain the required software for the system in order to meet its functional goals and solve problems that occur in the PT. Vizta Pratama.
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There are four steps are carried out at this stage: a.
Design process The design process is using tools such as of system design data flow diagram (DFD) to see the data flow in the system. Data flow diagram (DFD) which used to have some process by start from the context diagram, data flow diagram (DFD) level 1 and data flow diagram (DFD) level 2, and added by flowchart to help facilitate the design of logical flow of a program.
b.
The design of inputs and outputs The design of inputs and outputs are design available on the system to be made. The design of inputs and outputs that used by authors here using the State Transition Diagram (STD).
c.
Database design Database design is using the Entity relationship diagram (ERD). Entity relationship diagram (ERD) to see the relationship between the entities that appear from the results of the design process. Normalization is to normalize the data that obtained from each entity to produce good tables and qualified.
d.
Interface design In the design of the interface/display will be generated the display that helps the user to get the information they need.
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4.
Programming Programming involves translating the design specifications into the computer system. In an attempt to add precision to the process of programming, programmers use structured programming techniques. These techniques improve the flow of program logic to dissect computer code into a module, which is some part of the code (sub-series of the entire program).
5.
Testing Thorough and continuous testing performed throughout the programming stage. Examination of testing to see if the computer code will give results that are expected and desirable under certain conditions.
3.4
Framework Based on the theoretical basis that has been outlined in the previous
section, it can be made a series of frame to be used as a guide, the basic flow of thought and research. Framework in this study is based on research methodology implementation stages. The frame is shown in the following figure:
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Studies library
Interview Data collection methodology
Field study
Observation Questionnaire
Research methodology
Similar literature study Development method system
System Investigation
SDLC
CRM
System Design
System Analysis
Flow Chart Diagram
Data Flow Diagram
State Transition Diagram
Programming
Entity Relationship Diagram
Testing
Design of Interface
Figure 3.1 Framework
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CHAPTER IV RESULTS AND DISCUSSION CHAPTER IV RESULTS AND DISCUSSION
4.1
System Investigation Stage of defining the problem to determine what the problem would be
solved by using a web application that will be the author created. The problem to be solved by using a web application is the use of a CRM strategy in a karaoke room reservation application to search more information about the products offered. The purpose of development web application is to design an application planning of karaoke room reservations that can provide the optimal solution. In this analysis author will implementing the customer lifecycle stages of CRM concept that are contained in: 1. Acquiring new customer 2. Developing customer value (enhance) 3. Retaining existing customer
In the CRM analysis methods, identified efforts to gain new customers, build relationships, to provide attractive offers to the customers so that the customers get satisfaction and will always be a loyal customer. So far a reservation is done by coming directly to by outlet without some mature planning cost expenditures. Not to mention the room that is not necessarily available by timing that also cannot be sure. This will make it difficult for the
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customer if the customer has never been done reservations before. And even worse if it turns out financial expenditure in excess of the budget that had been planned earlier due to lack of information about the karaoke room price. Based on the results of investigations carried out by interviewing customers PT. Vizta Pratama (Inul Vizta) that often do the transaction of karaoke room reservation, obtained the information that the customer really need a media room reservation that is not limited by space and time and have the ease of ordering. Further interviews were conducted also to the management of PT. Vizta Pratama (Inul Vizta), that the service makes it easy for customers in the karaoke room reservations is feasible so that they are easy to place an order at anytime and anywhere, also can provide more complete information. The reason the author chose CRM as a strategic approach to customers was because CRM is prioritizing customers who make the customer as the main target in providing of customer services and feedback from customers be used as an evaluation of the achievement of a karaoke company. So that by customer satisfaction, the good relationship between the customers with the company will be established this will generate customer trust and loyalty towards the company.
4.2
Systems Analysis
4.2.1 Analysis system running PT. Vizta Pratama (Inul Vizta) is a company engaged in rental services rental karaoke room available in Indonesia. Problems that occur only company currently providing services through conventional, where
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customers who want to book a room should come directly to the desired outlet. This will make it difficult for the customer if the customer did not get what they want or have to wait a long queue. Even if worse it exceeds the financial expenditures of the budget that had been planned earlier due to lack of room prices information on PT. Vizta Pratama (Inul Vizta). Under these circumstances, to improve services where customers have easy options to determine the tendency to be ordered, without the hassle of doing the journey jammed and wasting time, while there is not necessarily to get the order he wants because full book. Then it is necessary to provide online reservation facility that can be done anywhere and anytime without having limited space and time. The author will define the variables that will be made online reservation web that will assist customers in finding the address information and is equipped with an outlet nearby and the prices of each room on each outlet to avoid things that have been mentioned above. In addition to that information, the web will be created will also help customers to place an order online. So that customer just need to show Booking_ID that pre-booked in web online reservation. And the implementation of CRM on-line web reservation that will produce a good relationship with the customer. The reason the author chose CRM as a strategic approach to the customer is that CRM brings customer oriented philosophy that makes the customer as the main target in the provision of customer services and
58
inputs used as an evaluation of the achievement of a karaoke place. So that the customer's satisfaction then the good relationship between the customers with the company will be established that will generate trust and loyalty to the company. The analysis system is running is as follows: Start
Customer comes to outlet Customer booking
Direct get
N
Waiting list
Y Do Karaoke
Finish
Figure 4.1 business flowcharts running this time
Business processes running on the system, as presented in Figure 4.1, where the business processes running in a simple where consumers who want to karaoke comes to outlet then book the room and next is booking transactions.
4.2.2 Inputs, processes and outputs in the system running Analysis of input, process and output system that is running on all four entities above can be submitted as follows:
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1.
Customer
Input, at the input stage customers came into the outlet of Inul Vizta and book a karaoke room that you want to book, and reserve the space in accordance with the hours and the length of time that has been booked.
Process, at this stage if the customer directly get the room so it will directly karaoke, but if no, customer have to wait until the time comes.
Output, at this stage the customer will get a bill from the cash register after completion booked the room and karaoke. The resulting output is a proof of the transaction karaoke room reservations at Inul Vizta.
2.
Cashier/employee
Input, employee will search for and register the room booked customer and inputting customer data to be entered into the database and provide the room number that the customer will be used for karaoke.
Process, employee will confirm the booking. Then Employee delivers customers to the rooms that had been booked and prepare all the needs of karaoke.
Output, when finished, employee will provide notes / bills rendered to the customer; otherwise it is stored as a copy of the memorandum of the transaction documents.
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3.
Karaoke room
Input, karaoke room is a rental place for karaoke at PT. Vizta Pratama (Inul Vizta) that inputted as the availability of the room by the employee.
Process, non-processed with noted as the rooms were ready for rent.
Output, the rooms were reserved or available will be recorded on the document or ledger for temporary data, after which the employee will enter again the data is written in the big book into the computer.
4.
Management
Input, management checks and requests for any booking or request database transactions that have been recorded.
Process, process based on the request of the management, employee conduct statements requested by management to be submitted to management.
Output, the output generated is, getting management database reports that have been prepared by the employee.
4.2.3 Context diagram running system The context diagram on the booking system is currently running as conveyed in the chart below.
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Order
Room available
Customer
Karaoke room Bill order
Confirmation order
Employee
Booking room transaction
Report transaction
Customer order get bill
Management
Figure 4.2 context diagram system running today
Where currently booking still use the conventional system, which ordered a karaoke room at the outlet as mention in the image above, the karaoke room booking transactions are still done manually consists of four entities, namely the customers who will book the room in Inul Vizta, employee as an officer serve the customer in an order, karaoke room as goods become the object of leasing transactions, and management receive reports of transactions in Inul Vizta.
4.2.4 Proposed solutions Based on the results of investigation and analysis in progress, then the proposed solution of the given problem is the construction of an online ordering system for Inul Vizta. The system is web-based, so that customers can make room reservations anywhere and anytime. Avoid long queues and waiting lists are long.
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4.2.5 Analysis of the proposed system The proposed reservation is using Internet-based reservation system, where customers have the freedom and ease of doing karaoke room reservations at PT. Vizta Pratama (Inul Vizta) as developing customer value of the CRM concept. In the proposed system, then all customers who wish to book a company registered members. Customer who wants to become a member of PT. Vizta Pratama (Inul Vizta) must register first and fill out the registration form correctly. If the form is filled by the customer is valid, then the customer can access the online booking site of PT. Vizta Pratama (Inul Vizta) and if invalid, it will return to the registration form with instructions given fault. This is applying acquiring customer of the CRM concept. Form that has been completed at the time of registration by the member and if valid then it will be stored into the database member. After successful member registration, it can directly login by entering your username and password, the member will go to the main screen and the main screen members there are several keys that can be accessed by members include: home page, about company, outlets and rooms, reservation and profile page. If the member wants to see a karaoke room and each of the members can see the price in catalog outlet and display it in detail, at the outlets already available several rooms that can be in the message by the
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member, the price has been listed, and the rooms are always available in the update by admin. Once members see detailed information so members can make a reservation immediately in accordance with the room they want, and order the member is saved to the database order members. If the member does not sure with the order, member can back to previous step to order again. The information about Inul Vizta Karaoke is to make the developing value for customer. If the member has been convinced by the room that they ordered, then the member will be entered into the form confirmation page and required to fill out the form. After entered to the confirmation page member can press the “submit” button and the data of order member will automatically save in the database of order member. Database member is the way to retain the customer of the CRM concept. After that the application will display the booking ID that must be kept by the member. The booking code serves to re-register in outlets that have been in accordance with the room and the hours that have been ordered. The proposed system has the following flowcharts:
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Figure 4.3 business flowcharts proposed system
4.2.6 Inputs, processes and outputs in the system proposed This step, the proposed system is a web-based reservation system. In this system, the entity is divided into four, namely: the users, i.e. customers who only have access rights to view a variety of information products sold, while the members is a customer who has registered as a regular customer in the system. Next there is the admin entity has the right to regulate or manage the reservation system, and the manager is the owner is entitled to a booking system transaction reports and databases. So on the basis of this, the analysis of the input, process and output of the proposed system are as follows:
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1.
User
Input, no input is entered into the reservation system. Due to an order, a user must register to be registered as a member.
Process, the user can only see the various information contained in the web of Inul Vizta.
Output, users get a display screen as the output of the outlets and other information are available on this service.
2.
Members
Input, at these stage members to register as an input to be recognized and registered by the online booking system. And for those members who have already registered can sign in to the ordering page. This is the process of acquiring customer.
Process, the process stages, members can perform a variety of processes such as: (1) the registration process and sign in; (2) the karaoke room reservations; (3) the process of booking confirmation. The process stage is category of retain and enhance customer.
Output, at this stage, members will get Booking_ID of order that has
been
booked. Booking_ID
serves
to
do
confirmation to the designated outlet so that the booking can be confirmed by the admin/employee.
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3.
Admin
Input, admin will confirm the booking room and input the room booked and available.
Process, the admin will make the process of updating the rooms are booked and available or cancel the order.
Output, admin did not get a wide range of output over the reservation system.
4.
Manager
Input, input manager does not perform on this system, but only enter the data registers in order to get permission to get a report.
Process, managers can make the process of printing reports.
Output, managers obtain permissions to always get a report of transactions that occur in the system.
4.2.7 Context diagram of the proposed system The proposed reservation system is using Internet-based ordering system, as the enhance customer of CRM concept, where customers have the freedom and ease of conducting transactions in the karaoke room reservations Inul Vizta. In the proposed system, then all the customers who will be a member of transactions registered in the PT. Vizta Pratama (Inul Vizta).
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Customer who wants to become a member of PT. Vizta Pratama (Inul Vizta) must register in advance and fill out the registration form correctly. If the form is filled out by the customer is valid, then the customer can access the online booking site of PT. Vizta Pratama (Inul Vizta) and if invalid, it will return to the registration form with instructions given fault. Registration is one of acquiring customer. Form that has been completed at the time of registration by the member and if valid then it will be stored into the database member. After successful member registration, it can directly login by entering your username and password, the member will go to the main screen and the main screen members there are several keys that can be accessed by members include: home page, about company, outlets and rooms, reservation and profile page. If the member wants to see the rooms available so members can see the data in accordance outlet and displays the room in detail, in the outlet menu has already available several rooms that can be ordered by the member, the price has been listed, and the availability of the rooms are always updated by admin. And the information around Inul Vizta is one of acquiring customer. Once members see the data room in detail then the member can directly place an order by clicking on the reservation page, what type of room you want to book and the desired hour. After the member did order the application will provide or show booking code that must be stored by
68
the user. Booking code is useful to re-register in order to target outlet online booking can be confirmed and be processed. The proposed system has the following flowchart:
Figure 4.4 Context diagram proposed system
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4.2.8 Proposed Zero diagram File register
Member
Registration 1.0 register
user
Show registration error
Data member Login file Admin login Member login
2.0 login
Show login error
member
Show login error
admin
Home page file Show profile menu Show reservation menu Show outlet and room menu Show about us menu
Show admin menu Show check-in order menu Show list of order menu
3.0 show Home page
Show about us menu
Outlet file 6.0 update room
Show features Rooms feature file
4.0 show outlet and room
Show room details Show list of outlet
Karaoke room detail Data order member
Full detail booking Member order/booking Data karaoke 5.0 reservation menu
Manager report file Data of member booking
Show report transaction
Customer database report
Manager
Data karaoke room
Order transaction report Request database report
7.0 manager report
Figure 4.5 Proposed Zero Diagrams
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4.2.9 Diagram process Based on the diagram above, this system will have 7 processes. Explanations of each process are as follows:
Context diagram process 1
Figure 4.6 Diagram process 1
Process name
: Registration
Input
: Registration file Member registration
Output
: Show registration error New member
Summary of process: Acquire is one of the customer lifecycle strategy of the CRM. And registration is one of the way acquiring customers. The customer who wants to become a member Inul Vizta must register first and fill out the registration form correctly. If the form is filled out by the customer is valid
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then the customer can access website reservation online system, and if it is invalid then it will return to the registration form with instructions given fault.
Context diagram process 2
Figure 4.7 Diagram process 2
Process name
: Login
Input
: Member login Admin login Login file
Output
: Show member login error Show admin login error Login file
Summary of process: After member has been successfully registered, it can directly login by entering your username and password; members will go to the home
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page of members. On the home page of members, there are some buttons that can be accessed by members include: details outlets, booking, company details. Customer retention is the activity that a selling organization undertakes in order to reduce customer defections. Successful customer retention starts with the first contact an organization has with a customer and continues throughout the entire lifetime of a relationship. Login process is first step to organize a customer to continue the relation with the company.
Context diagram process 3
Figure 4.8 Diagram process 3
Process name
: Home page
Input
: Home page file
Output
: Show outlet and room menu Show reservation menu Show about us menu
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Show profile menu Show admin menu Show check-in order menu Show list of order menu Show member profile Home page File
Summary of File mine page process: After members successfully logged in, it will go to the main page of the member. On the main page of members there are some buttons that can be accessed by members include: about company, outlet and rooms, reservation and member profile. All menus can be access by the member.
Context diagram process 4
Figure 4.9 Diagram process 4
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Process name : Outlet and room Input
: Outlet file Room features file Karaoke room detail
Output
: Outlet file Room features file Show features Show room detail Show list of outlet
Summary of process: Member or non-member can see the details of outlets, room features, and room details. The information inside the room features include: computerized system, audio system, song collections, interior design and promo. And the information inside the list of outlet is included: the address of outlet, contact and list of price. Only member registered that available to do reservation. This also is one of way to retain and develop customer value (enhance) of the CRM concept.
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Context diagram process 5
Figure 4.10 Diagram process 5
Process name
: Reservation
Input
: member order/booking
output
: data of member order Full detail booking
Summary process: From the result which obtained, member who has been booking completely, it will be given the detail of booking information. In the online room reservation there application that give booking code or can called Booking_ID. For the detail order it will be listed in the profile page. The reservation menu is the main aim of creation the website. This menu is to develop customer value of CRM concept. The reason is because customer satisfaction is an important point for a company.
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Context diagram process 6
Figure 4.11 Diagram process 6
Process name
: Update room
Input
: Update room
Output
: confirm member order update room available
Summary of process: A process where the admin confirm karaoke room which had been booked, and check the karaoke room, when the room is finished being used or there are customers who cancel the order, then the admin will update it.
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Context diagram process 7
Figure 4.12 Diagram process 7
Process name
: Manager Report
Input
: Show report transaction Request all report Manager report file
Output
: Customer database report Order transaction report
Summary process: The process by which all the data associated with the transaction will be submitted to the manager.
4.3
Systems Design The data required for web reservation online karaoke room is the data
information of the service provider (in this case the manager of karaoke) which
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contains the facilities offered to customers, address of related outlets, and price of each room type. These data above then inserted into the providers table and facility table to the next is shown on the display choice of karaoke room to the customer. The customer who has not been registered can only see the information about address of outlet and the price of the room at each outlet, and cannot make a reservation. If the customer has been registered before, the customer can view the information about the address of the outlet, the price and the availability of rooms that can be chosen in this online reservation website. Then the customers choose a karaoke room at the destination outlet. After the order is completed, then the customer can see the details of the order that has been done on the cost details page to continue the order and the customer gets the order code for confirmed by the admin. The information about reservation karaoke is one of acquire and enhance customers. Because the information is important for customer to knowing that Inul Vizta has a good facility and by the existing of the information can ease the customer to search the address of the outlet, to know the price each room type and customer can do the budgeting. And it also can retain the customer, because it makes trust between customer and company.
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4.3.1 Flowchart design process Flowchart design process is intended to determine the customer choices of facilities on offer. Process flow starting from customer input to produce output booking code is as follows: a.
Output interfaces process, this process is a stage presentation of information about address of outlets and price or room facilities that can be ordered by the customer.
b.
Customer data input process, this process is the stage of bookings made by the customer by inputting a personal data and input the order of the room.
c.
Reservation database Input process, this process is the stage of entry booking code which was booked into the reservation database to do confirmation of input process.
d.
The output process is a booking code and the order details; this process is the final stages after customer confirm the order that has been ordered.
No Start
Login
Yes Select the data that wish to edit
Username/ password unlisted
Save changes
Figure 4.13 Admin flowchart of web karaoke reservation online
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4.3.2 Design of CRM concept 1.
Acquire a.
Registration, the availability of online registration is to prospect customers who wish to become a member Inul Vizta. To become a member of Inul Vizta is very easy and fast, customers only need to open a web reservation karaoke online and fill out the registration form. Making it easier for customers to register.
b.
Information about Inul Vizta, availability of information about Inul Vizta can help the customer in finding information about ordering karaoke, either on price, location and availability of the room outlets. So as to attract customers to a customer at Inul Vizta.
c.
For those customers who have become members can make reservations online karaoke. It is easier for the customer, because it does not need to come directly to the outlet to order, which may be a queue or a waiting list.
2.
Developing customer value (Enhance) a.
Promo, in any online reservation web displays promo for members Inul Vizta, such as happy hour promo on weekdays starting at 11-17 which is only paid half the price per hour. And there is also a promo in collaboration with banks, such as Mandiri credit cards and Atria. Also specifically to card holder connection of Vizta Inul.
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b.
Customize data member, members who have registered can also change the data in the web of the online reservation. By logging in first, then go to the profile pages, and members can edit the profile.
c.
Reservation is one way to build value for customers. Because of the existence of a reservation online can help customers make reservations online without having limited space and time. Online reservations also avoid the waiting list for the customer.
3.
Retain a.
Login, is the first step in retaining existing customers. Because of login is one of way to precede the customers relate with corporate.
b.
Information of inul Vizta, is also a way to retain customers. Because of the information facilitate customers in find the information needed.
c.
Customer database, the data is important for the company. Because of by these data the company can continue to follow up customers.
d.
Critic and suggestion column, is to update customer need to increase customer satisfaction
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4.3.3 ERD design and Data structure 4.3.3.1 ERD (entity relationship diagram)
Figure 4.14 ERD
4.3.3.2 Normalization Normalization according to Jogianto, is the process of organizing a group of files to eliminate repetitive elements. Here are the steps of normalization:
1.
First Normal Form (1NF) Here is the first normal form: 83
Id_tamu
Id_outlet
nama_tamu
nama_outlet
no_hp
alamat
alamat
kota
Username
no_telp
Password
no_telp_2
Id_ruangan
Id_pemesanan
Tipe_ruangan
Id_tamu Id_outlet
Outletroom_id
Id_ruangan Outletroom_id
Id_outlet
Mulai
Id_ruangan
weekday_regular_price weekday_happyhour_price fridaysaturday_reegular_price fridaysaturday_happyhour_price sundayholiday_regular_price sundayholiday_happyhour_price
Akhir Tanggal_booking Tanggal_konfirmasi Jam_konfirmasi Lama_pemesanan Jam_check_in Jam_check_out
total_room
Created Deleted
Figure 4.15 First Normal Form (1NF)
2.
Second Normal form (2NF) The term of Second Normal Form (2NF) was already in First
Normal Form (1NF) and no partial dependency. Do this by determining the key of each attributes with the unique nature by eliminating the partial
84
dependence. Attributes are not the key must have a fully functional dependence on the primary key. Id_tamu
Id_outlet
nama_tamu
nama_outlet
no_hp
alamat
alamat
kota
Username
no_telp
Password
no_telp_2
Id_ruangan
Id_pemesanan
Tipe_ruangan
Mulai Akhir
Tanggal_booking Outletroom_id
Tanggal_konfirmasi
weekday_regular_price
Jam_konfirmasi
weekday_happyhour_price
Lama_pemesanan
fridaysaturday_reegular_price
Jam_check_in
fridaysaturday_happyhour_price
Jam_check_out
sundayholiday_regular_price
Created
sundayholiday_happyhour_price
Deleted
total_room
Figure 4.16 Second Normal Form (2NF)
3.
Third Normal Form (3NF) The third Normal Form (3NF) has a requirement that already in
Second Normal Form (2NF) and every table has not field that transitive
85
dependence, must depend fully on the primary key. The way is by eliminate the transitive dependent fields. Id_tamu
Id_outlet
nama_tamu
nama_outlet
no_hp
alamat
Username
no_telp
Password
no_telp_2
Id_ruangan
Id_pemesanan
Tipe_ruangan
Mulai Akhir
Outletroom_id
weekday_regular_price weekday_happyhour_price fridaysaturday_reegular_price fridaysaturday_happyhour_price sundayholiday_regular_price sundayholiday_happyhour_price total_room
Tanggal_booking Tanggal_konfirmasi Jam_konfirmasi Lama_pemesanan Jam_check_in Jam_check_out Created Deleted
Figure 4.17 Third Normal Form (3NF)
4.3.3.3 Data structure 1.
Structure menus for customer member This is the menu structure that can be accessed by the
customer members after login.
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Figure 4.18 structure menus for customer member
2.
Structure menus for Admin This is the menu structure that can be accessed by the
Admin after login.
Figure 4.19 structure menus for Admin
4.3.3.4 State Transition Diagram (STD) State transition diagram is diagrams that describes the flow of a state to other state in an application or describe the action of
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moving the state during the user presses a button in the application being run. STD is to help user in understanding the course of the application. Here is STD from a web application reservation online karaoke PT. Vizta Pratama (Inul Vizta) begins from the user login to the "Homepage" and get into the online reservation web application up to the user to log out. Based on the chart above, then the following design is delivered on every menu: 1.
The design of STD (state transition diagram) Home pages This is a condition that occurs when the customer open this
web page first time.
Figure 4.20 STD Home pages
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2.
The design of STD Signup This is a condition that occurs when the user signup:
Figure 4.21 STD Signup
3.
The design of STD Login This is a condition that occurs when user login:
Figure 4.22 STD Login
4.
The design of STD for customer member This is the design of STD for customer who has been a
member of PT. Vizta Pratama (Inul Vizta).
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The design of STD home pages for member
Figure 4.23 STD Home pages for member
The design of STD about us pages
Figure 4.24 STD About us pages
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The design of STD outlets and rooms pages
Figure 4.25 STD Outlets and rooms pages
The design of STD Reservation pages
Figure 4.26 STD Reservation pages
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The design of STD profile pages
Figure 4.27 STD profile pages
5.
The design of STD for customer non-member This is the design of STD for customer who has not been a
member of PT. Vizta Pratama (Inul VIzta).
The design of STD Home pages This is a condition that occurs when user open the Home
pages.
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Figure 4.28 STD Home pages for non-member
The design of STD About us pages
Figure 4.29 STD About us pages
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The design of STD Outlets and rooms pages
Figure 4.30 STD Outlets and Rooms pages
The design of STD Reservation pages
Figure 4.31 STD Reservation pages
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6.
The design of STD for Admin This is the design of STD for Admin at PT. Vizta Pratama
(Inul Vizta).
The design of STD Admin pages
Figure 4.32 STD Admin pages
The design of STD Check-in order pages
Figure 4.33 STD Check-in Order pages
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The design of STD List of order pages
Figure 4.34 STD List of order pages
The design of STD about us pages
Figure 4.35 STD About us pages
7.
The design of STD for manager This is the design of STD for Admin at PT. Vizta Pratama
(Inul Vizta).
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The design of STD page for Manager
Figure 4.36 STD pages for Manager
4.3.4 Design web interface Every web creation is inseparable from web navigation. Navigation is useful to map out existing pages on the web. Online reservation web interface is divided into two parts; there are the interface for customer display and the admin. Generally, customer web interface is to register as a customer and make a reservation. While the display for admin is to add, edit, or delete all existing data in the database relating to customers, facilities, order, and the order confirmation that has been done by the customer. Admin page is intentionally made for operate the database dynamically.
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Figure 4.37 Web navigation reservations online
The admin interface generally is a collection of pages that contain forms to add, edit, and delete data in the database. On the admin interface, there is only one main menu located on the right side bar. Every page displays a form that is presented each database.
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Design Interface 1.
Design of Home pages for non-member
Figure 4.38 Design of Home pages for non-member
This screen page is a home pages design. In the top right corner there are menus that can be clicked by the customer. And the menu in the lower right corner has the same functionality as the above. Except for the reservation menu are accessible only for members. For the customer nonmembers are required to register first.
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2.
Design of Login/Signup pages
Figure 4.39 Design of Login/signup pages
This screen is a page for customers who want to log in or who wish to register as a new member. For members are required to fill out the form login by entering the user name and password. For customers who wish to register are required to fill out the form on the right of the column registers the web.
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3.
Design of Home pages for member
Figure 4.40 Design of Home pages for member
This screen is a home page design for the member. Inside are the home menus, about us menu, outlets and rooms menu, reservation menu, profile menu and logout. All buttons can be clicked by the user.
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4.
Design of About us pages
Figure 4.41 Design about us pages
On this screen, members can view the company profile and company contact. It also has the FAQ (Frequently Asked Question). FAQ is the question-answer about Inul Vizta.
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5.
Design of Outlets and rooms pages
Figure 4.42 Design of outlets and rooms pages
This screen is a page of outlets and rooms. In which there is room features menu consisting of: computerized system, audio system, song collections, interior design and promos. There is also a menu list of outlets in which there is a list of the names of the outlets throughout Jakarta. On the left there is a room type and detail of room.
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6.
Design of Reservation pages
Figure 4.43 Design of reservation pages (step 1)
This screen is the design of reservation page. There are menu choose outlets inside. To select outlets click the arrow. When finished selecting and then click the "next – list of rooms and prices" at the bottom to go to the next page.
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Figure 4.44 Design of Reservation pages (step 2)
Figure 4.45 Design of Reservation pages (step 3)
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After selecting outlets, the member will be taken to the next page to choose the dates, room type and the desired duration of time. Then click the button "next- choose duration" to go to the next page. Members will be taken to the next page to select the hour or the time desired to karaoke. Then click "next - booking details" to see the booking details that have been ordered.
Figure 4.46 Design of Reservation pages (step 4)
On this page members can see the details of booking as a whole. If the member has not convinced with the order, then the member can return to repeat order by clicking the "HERE" button. And make sure the order in accordance with the desired. If the member has been convinced by the
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order, then the member must click on the button "Submit" to complete the order.
Figure 4.47 Design of Reservation pages (step 5)
In this screen the member has completed the order. Here is the detail of booking member. And to see Booking_ID, members can see it on the "Profile” page.
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7.
Design of Profile pages
Figure 4.48 Design of Profile pages
On this screen, members can view booking details in which there is Booking_ID. Booking_ID function is to confirm your order at the intended outlet by show the Booking_ID. Then the admin will see whether the booking code matches with the data that booked by customer.
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8.
Design of Admin pages
Figure 4.49 Design of Admin pages
This screen is the design of the Admin page. There is a check-in menu and order list inside.
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9.
Design of Check-in order pages
Figure 4.50 Design of Check-in Order pages
This screen is the design of Check-In page. On this page Admin confirm your order by entering the booking code, and then click the submit button, it will display the customer booking details.
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10.
Design of List of order pages
Figure 4.51 Design of List of order pages
This screen is the design of a list of order page. Admin can view a list of orders at certain outlets by clicking the "select outlets" located on the left side of the screen and then click “submit” button. It will show details of order list on the right of the screen.
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11.
Design interface for manager
Figure 4.52 Design Interface for Manager
This screen is the design of interface for manager. Manager only can request a list of order reports by clicking the "sumbit" button located on the left side of the screen. It will show details of order list report on the right of the screen.
4.4
Programming At this stage, the coding is performed on designs that have been defined
previously. Coding system is done using the PHP programming language and MySQL as its database. At this stage, the authors organize the programming language code in the form of modules where each module contains program units. 112
While the lines of program code that the author made can be found in the appendix to this thesis. Source code web reservation online karaoke can be seen in appendix program code.
4.5
Testing At this stage do the testing to each module, is it in accordance with his
duties. Then be tested against the overall integration program unit in the module to determine whether the system has been made already meet the desired criteria.
Manual system
Web without CRM
Proposed system using CRM
Doing reservation direct
Doing
come to outlet.
reservation
wherever and whenever. It easy to do reservation.
Information
only
about Only
information
Information
include:
room type and price. It can about name of outlet,
name of outlet, address,
be
phone number, price per
seen
in
the
(flyer/brochure).
outlet address, number.
phone
room, room availability. Can be seen in the web application.
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Previous web interface
Proposes web application
is not attractive or
is more interesting.
interesting. Reservations not efficient, considering the possibility
Reservation
of waiting list.
efficient,
is because
more the
possibility of waiting list is extremely small. The
availability
of
column of critiques and
suggestions
that
improve satisfaction,
can
customer such
as
understand
customer
requirement,
customer
expectation and deliver customer value.
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CHAPTER V CONCLUSION AND SUGESSTION CHAPTER V CONCLUSION AND SUGESSTION
5.1
Conclusion Based on the analysis and designing that has been presented above, it can
be concluded that the web application reservation online for karaoke room is more efficient at Vizta Pratama (Inul Vizta) in performing room reservation for the customer, because for booking karaoke room the customer does not need to come directly to the outlet. The design of online reservation web application is designed with simple is to simplify the customers in making reservations on the web application online.
5.2
Suggestion For more ease in service and payment transactions, then the next step
should be the integration on banking that has payments facilities through credit card and debit cards. Because on proposed system is still in early stages that have not been integrated to the banks. For next research suggest to giving the matrix update process about customer satisfaction, customer loyalty and customer business performance.
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BIBLIOGRAPHY
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F.
(2009).
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Concept
and
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