UNIVERSITAS BINA NUSANTARA _________________________________________________________________ Jurusan Teknik Informatika Skripsi Sarjana Komputer Semester Ganjil tahun 2005/2006 ANALISIS DAN PERANCANGAN CRM BERBASISKAN WEB PADA PT. DAYA MULIA SEJAHTERA YUDI SANJAYA (0600617310) HARTONO (0600618093) SUVIANES THIAN (0600620293) Kelas/Kelompok : 07PAT / 8 Abstrak Tujuan penelitian ialah menganalisis masalah yang dihadapi oleh perusahaan dan merancang aplikasi CRM berbasiskan web pada PT. Daya Mulia Sejahtera yang dapat dimanfaatkan untuk menjalin hubungan dengan pelanggan. Metodologi yang digunakan dalam melakukan analisis adalah penelitian lapangan, studi pustaka dan analisis SWOT. Sedangkan metodologi perancangan yang digunakan adalah pemodelan sistem dengan UML dan pengembangan sistem dengan paradigma paradigma Linear Sequential Model. Hasil yang diperoleh dari penelitian adalah aplikasi CRM berbasiskan web yang dapat digunakan untuk menjalin hubungan antara perusahaan dengan pelanggan. Dengan penerapan aplikasi ini, diharapkan perusahaan dapat dengan mudah menyebarkan informasi dan memberikan layanan personal kepada pelanggan Simpulan yang dapat diperoleh dari skripsi ini adalah kepuasan pelanggan sangat penting karena dapat meningkatkan loyalitas dalam konsumsi produk – produk yang ditawarkan, dan kemudian merekomendasikan kepada pihak lain, sehingga dapat membangun reputasi yang baik bagi perusahaan. Kata kunci: CRM, web, pelanggan.
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PRAKATA
Puji dan syukur penulis panjatkan kepada Tuhan Yang Maha Esa karena atas berkat dan rahmat –Nya, skripsi ini dapat terselesaikan tepat pada waktunya. Adapun tujuan penyusunan skripsi yang berjudul “Analisis dan Perancangan CRM Berbasiskan Web Pada PT. Daya Mulia Sejahtera” ini adalah sebagai salah satu syarat untuk meraih gelar kesarjanaan pada jurusan Teknik Informatika jenjang pendidikan Strata-I Universitas Bina Nusantara.. Skripsi ini dapat terselesaikan berkat bantuan serta bimbingan dari berbagai pihak. Oleh karena itu, perkenankanlah penulis menyampaikan ucapan terima kasih kepada pihak – pihak yang telah membantu baik secara langsung maupun tidak langsung, terutama kepada : 1. Orang tua dan keluarga tercinta yang telah memberikan doa, dukungan dan semangat kepada penulis selama penyusunan skripsi ini. 2. Bapak Wiedjaja, S.Kom selaku dosen pembimbing yang selalu memberikan saran dan masukan kepada penulis selama penyusunan skripsi. 3. Ibu Lei Lie selaku manager operasional PT. Daya Mulia Sejahtera yang memberikan kesempatan kepada penulis untuk melakukan penelitian di perusahaan tersebut untuk keperluan penyusunan skripsi ini. 4. Prof. Dr. Gerrardus Polla, M.App, Sc selaku Rektor Universitas Bina Nusantara. 5. Seluruh dosen Universitas Bina Nusantara, khususnya dosen Teknik Informatika yang membekali penulis dengan ilmu pengetahuan.
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6. Teman – teman yang memberikan bantuan, dorongan dan dukungan serta semua pihak yang telah membantu dalam penyusunan skripsi ini yang tidak dapat penulis sebutkan satu persatu. Dalam penyusunan skripsi ini, penulis menyadari adanya kekurangan – kekurangan yang menyebabkan adanya ketidaksempurnaan. Untuk itu, dengan segala kerendahan hati penulis mengharapkan adanya saran dan kritik dari pembaca karena dapat semakin memperkaya diri penulis dengan ilmu pengetahuan. Akhir kata, penulis berharap semoga skripsi ini dapat berguna dan bermanfaat serta dapat menambah ilmu pengetahuan bagi pihak – pihak yang membutuhkan.
Jakarta, 12 Januari 2006
Penulis
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DAFTAR ISI
Halaman Judul Luar ........................................................................................................ i Halaman Judul Dalam ..................................................................................................... ii Halaman Persetujuan Softcover....................................................................................... iii Abstrak ............................................................................................................................ iv Prakata ............................................................................................................................. v Daftar Isi ........................................................................................................................ vii Daftar Gambar ............................................................................................................... xii Daftar Tabel .................................................................................................................. xix Daftar Lampiran ...........................................................................................................xxii BAB 1 PENDAHULUAN ............................................................................................... 1 1.1 Latar Belakang ............................................................................................... 1 1.2 Ruang Lingkup .............................................................................................. 3 1.3 Tujuan dan Manfaat ....................................................................................... 3 1.4 Metodologi ..................................................................................................... 4 1.5 Sistematika Penulisan .................................................................................... 5 BAB 2 LANDASAN TEORI ...........................................................................................7 2.1 Review Topik ................................................................................................. 7 2.2 Teori – teori umum .......................................................................................11 2.2.1 Internet ................................................................................................ 11 2.2.1.1 Pengertian Internet .................................................................. 11 2.2.1.2 World-Wide Web (WWW) ....................................................... 12
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2.2.1.3 Website .................................................................................... 14 2.2.2 E-Commerce ...................................................................................... 14 2.2.3 Kepuasan Pelanggan ........................................................................... 17 2.3 Teori – Teori Khusus ................................................................................... 18 2.3.1 Customer Relationship Management (CRM) ...................................... 18 2.3.1.1 Pengertian CRM ...................................................................... 18 2.3.1.2 Tujuan CRM ........................................................................... 20 2.3.1.3 Fase - fase CRM ...................................................................... 21 2.3.1.4 Aplikasi CRM ...........................................................................22 2.3.1.5 Manfaat CRM ...........................................................................24 2.3.2 e-CRM ...................................................................................................25 2.4 Metode Pengembangan .................................................................................27 2.4.1 Rekayasa Piranti Lunak ........................................................................27 2.4.1.1 Pengertian Piranti Lunak ..........................................................27 2.4.1.2 Pengertian Rekayasa Piranti Lunak ..........................................27 2.4.1.3 Paradigma Rekayasa Piranti Lunak ..........................................28 2.4.2 Sistem Basis Data .................................................................................30 2.4.3 Interaksi Manusia dan Komputer .........................................................33 2.4.4 Unified Modelling Language (UML) ....................................................35 2.4.4.1 Pengertian UML ........................................................................35 2.4.4.2 Diagram UML ...........................................................................36 2.4.5 Analisis SWOT ......................................................................................39 2.4.5.1 Pengertian Analisis SWOT .......................................................39
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2.4.5.2 Matrik SWOT ...........................................................................40 2.4.6 Hypertext Mark up Language (HTML) ................................................42 2.4.7 PHP Hypertext Preprocessor (PHP) ....................................................43 2.4.8 MySQL ..................................................................................................44 BAB 3 ANALISIS DAN PERANCANGAN SISTEM ...................................................45 3.1 Analisis ..........................................................................................................45 3.1.1 Riwayat Perusahaan ..............................................................................45 3.1.2 Struktur Organisasi, Pembagian Wewenang dan Tanggung Jawab .....47 3.1.2.1 Struktur Organisasi ...................................................................47 3.1.2.2 Pembagian Wewenang dan Tanggung Jawab ..........................48 3.1.3 Prosedur yang Sedang Berjalan ............................................................55 3.1.3.1 Penjualan ..................................................................................55 3.1.3.2 Pemasaran .................................................................................57 3.1.3.3 Pelayanan ..................................................................................57 3.1.4 Use Case dan Activity Diagram ...........................................................59 3.1.5 Database yang Sedang Berjalan ...........................................................64 3.1.6 Analisis Kuisioner ................................................................................67 3.1.7 Analisis SWOT ......................................................................................72 3.1.8 Permasalahan yang Dihadapi ...............................................................75 3.1.9 Alternatif Pemecahan Masalah .............................................................75 3.2 Perancangan Sistem ......................................................................................76 3.2.1 Usulan Sistem Baru ..............................................................................76 3.2.2 Struktur Menu Sistem ...........................................................................77
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3.2.2.1 Menu Web Halaman Utama ......................................................77 3.2.2.2 Menu Web Pelanggan ...............................................................78 3.2.2.3 Menu Web Admin .....................................................................79 3.2.3 Class Diagram ......................................................................................80 3.2.4 Use Case dan Activity Diagram ...........................................................81 3.2.5 Rancangan Layar ................................................................................127 3.2.5.1 Rancangan Layar Web Pelanggan ..........................................127 3.2.5.2 Rancangan Layar Web Admin ................................................161 3.2.6 Statechart Diagram ............................................................................188 3.2.6.1 Statechart Diagram Calon Pelanggan ....................................188 3.2.6.2 Statechart Diagram Pelanggan ...............................................189 3.2.6.3 Statechart Diagram Admin ....................................................190 3.2.7 Rancangan Database …………………………………………………….191 3.2.8 Spesifikasi Proses ……………………………………………….....199 3.2.8.1 Spseifikasi Proses Web Pelanggan ………………………...199 3.2.8.2 Spseifikasi Proses Web Admin …………………………....207 BAB 4 IMPLEMENTASI DAN EVALUASI .............................................................222 4.1 Rencana Implementasi..................................................................................222 4.1.1 Kebutuhan Implementasi.....................................................................222 4.1.1.1 Kebutuhan Perangkat...............................................................222 4.1.1.1.1 Server........................................................................222 4.1.1.1.2 Client........................................................................223 4.1.1.2 Tambahan personil yang dibutuhkan (Admin)........................224 4.1.2Perencanaan Implementasi…………………………………...…..…..225 x
4.1.3 Prosedur Pengoperasian Layar............................................................226 4.1.3.1 Prosesur Pengoperasian Untuk Calon Pelanggan....................226 4.1.3.2 Prosesur Pengoperasian Untuk Pelanggan..............................233 4.1.3.3 Prosedur Pengoperasian Untuk Admin..................................243 4.2 Evaluasi........................................................................................................248 4.2.1 Evaluasi IMK......................................................................................248 4.2.2 Evaluasi Kuisioner...............................................................................250 BAB 5 SIMPULAN DAN SARAN...............................................................................254 5.1 Simpulan.................................................................................................254 5.2 Saran.......................................................................................................255 Daftar Pustaka ...............................................................................................................256 Riwayat Hidup...............................................................................................................258 Lampiran .......................................................................................................................L1
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DAFTAR GAMBAR
Gambar 2.1 Tiga fase CRM ........................................................................................22 Gambar 2.2 The Linear sequential model ..................................................................30 Gambar 2.3 Interaksi manusia dan komputer .............................................................33 Gambar 2.4 Simbol - simbol use case diagram ..........................................................36 Gambar 2.5 Simbol - simbol class diagram ................................................................37 Gambar 2.6 Simbol - simbol state diagram ................................................................38 Gambar 2.7 Simbol - simbol activity diagram ............................................................39 Gambar 3.1 Struktur organisasi PT. Daya Mulia Sejahtera .........................................47 Gambar 3.2 Use case diagram prosedur penjualan .....................................................59 Gambar 3.3 Activity diagram pemesanan .....................................................................60 Gambar 3.4 Activity diagram pengiriman .....................................................................62 Gambar 3.5 Activity diagram pembayaran ...................................................................63 Gambar 3.6 Activity diagram pencatatan ......................................................................64 Gambar 3.7 Entity Realtion Diagram database yang sedang berjalan .........................66 Gambar 3.8 Struktur menu Halaman Utama .................................................................77 Gambar 3.9 Struktur menu pelanggan ...........................................................................78 Gambar 3.10 Struktur menu admin ................................................................................79 Gambar 3.11 Class diagram sistem baru .......................................................................80 Gambar 3.12 Use case diagram sistem baru ..................................................................81 Gambar 3.13 Activity diagram membuka web ...............................................................82 Gambar 3.14 Activity diagram melihat informasi perusahaan .......................................83 Gambar 3.15 Activity diagram melihat informasi produk ..............................................84 xii
Gambar 3.16 Activity diagram melihat informasi map retail ..........................................85 Gambar 3.17 Activity diagram melihat informasi FAQ ..................................................86 Gambar 3.18 Activity diagram mengirim pesan .............................................................87 Gambar 3.19 Activity diagram melihat informasi daftar kontak .....................................88 Gambar 3.20 Activity diagram mendaftar menjadi calon pelanggan baru ......................89 Gambar 3.21 Activity diagram melakukan poling ...........................................................90 Gambar 3.22 Activity diagram melihat informasi hadiah ...............................................91 Gambar 3.23 Activity diagram login ...............................................................................92 Gambar 3.24 Activity diagram melihat data diri .............................................................93 Gambar 3.25 Activity diagram mengubah data diri ........................................................94 Gambar 3.26 Activity diagram melakukan pemesanan on-line ......................................96 Gambar 3.27 Activity diagram melakukan retur on-line ................................................98 Gambar 3.28 Activity diagram melihat informasi transaksi terdahulu ...........................99 Gambar 3.29 Activity diagram melihat informasi aturan berbelanja ............................100 Gambar 3.30 Activity diagram logout ...........................................................................101 Gambar 3.31 Activity diagram login admin ..................................................................102 Gambar 3.32 Activity diagram admin melihat informasi calon pelanggan ...................103 Gambar 3.33 Activity diagram admin mengubah data pelanggan .................................105 Gambar 3.34 Activity diagram admin mengubah data produk ......................................107 Gambar 3.35 Activity diagram admin mengubah data FAQ .........................................109 Gambar 3.36 Activity diagram admin melihat informasi map retail .............................110 Gambar 3.37 Activity diagram admin mengubah data daftar kontak ............................112 Gambar 3.38 Activity diagram admin mengubah poling ...............................................114 Gambar 3.39 Activity diagram admin melihat pesan yang masuk ................................115 xiii
Gambar 3.40 Activity diagram admin mengirim pesan .................................................117 Gambar 3.41 Activity diagram admin melihat informasi pemesanan ...........................119 Gambar 3.42 Activity diagram admin melihat informasi retur ......................................121 Gambar 3.43 Activity diagram admin menambah data transaksi baru...........................123 Gambar 3.44 Activity diagram admin mengubah data hadiah ......................................125 Gambar 3.45 Activity diagram logout admin ................................................................126 Gambar 3.46 Tampilan Halaman Utama ......................................................................127 Gambar 3.47 Tampilan halaman Profil Perusahaan. .....................................................129 Gambar 3.48 Tampilan halaman Produk ......................................................................130 Gambar 3.49 Tampilan halaman Detail Produk ............................................................131 Gambar 3.50 Tampilan halaman Map Retail ................................................................132 Gambar 3.51 Tampilan halaman FAQ ..........................................................................133 Gambar 3.52 Tampilan halaman Hubungi Kami ..........................................................134 Gambar 3.53 Tampilan halaman Daftar Kontak ...........................................................135 Gambar 3.54 Tampilan halaman Calon Pelanggan Baru ..............................................136 Gambar 3.55 Tampilan halaman Hasil Poling ..............................................................137 Gambar 3.56 Tampilan halaman Hadiah Bagi Pelanggan .............................................138 Gambar 3.57 Tampilan Halaman Login ........................................................................139 Gambar 3.58 Tampilan Halaman Utama Anda setelah login ........................................140 Gambar 3.59 Tampilan halaman Profil Perusahaan setelah login ...............................142 Gambar 3.60 Tampilan halaman Produk setelah login ................................................143 Gambar 3.61 Tampilan halaman Detail Produk setelah login ......................................144 Gambar 3.62 Tampilan halaman Map Retail setelah login ..........................................145 Gambar 3.63 Tampilan halaman FAQ setelah login ....................................................146 xiv
Gambar 3.64 Tampilan halaman Hubungi Kami setelah login ....................................147 Gambar 3.65 Tampilan halaman Daftar Kontak setelah login .................................... 148 Gambar 3.66 Tampilan halaman Data Diri ..................................................................149 Gambar 3.67 Tampilan halaman Ubah Data Diri .........................................................150 Gambar 3.68 Tampilan halaman Pemesanan ...............................................................151 Gambar 3.69 Tampilan halaman Daftar Pesanan .........................................................152 Gambar 3.70 Tampilan halaman Daftar Pesanan Akhir ...............................................153 Gambar 3.71 Tampilan halaman Retur ........................................................................154 Gambar 3.72 Tampilan halaman Detail Retur ..............................................................155 Gambar 3.73 Tampilan halaman Transaksi Terdahulu ................................................156 Gambar 3.74 Tampilan halaman Detail Transaksi Terdahulu ......................................157 Gambar 3.75 Tampilan halaman Aturan Berbelanja ....................................................158 Gambar 3.76 Tampilan halaman Hasil Poling setelah login .........................................159 Gambar 3.77 Tampilan halaman Hadiah Bagi Pelanggan setelah login .......................160 Gambar 3.78 Tampilan Halaman Login Admin ............................................................161 Gambar 3.79 Tampilan Halaman Utama Admin ...........................................................162 Gambar 3.80 Tampilan halaman Calon Pelanggan .......................................................164 Gambar 3.81 Tampilan halaman Pelanggan ..................................................................165 Gambar 3.82 Tampilan halaman Tambah/Edit Pelanggan ............................................166 Gambar 3.83 Tampilan halaman Produk ......................................................................167 Gambar 3.84 Tampilan halaman Tambah/Edit Produk .................................................168 Gambar 3.85 Tampilan halaman Map Retail ................................................................169 Gambar 3.86 Tampilan halaman Detail Map Retail ......................................................170 Gambar 3.87 Tampilan halaman FAQ ..........................................................................171 xv
Gambar 3.88 Tampilan halaman Tambah/Edit FAQ ....................................................172 Gambar 3.89 Tampilan halaman Daftar Kontak ...........................................................173 Gambar 3.90 Tampilan halaman Tambah/Edit Daftar Kontak .....................................174 Gambar 3.91 Tampilan Halaman Poling .......................................................................175 Gambar 3.92 Tampilan halaman Tambah/Edit Poling ..................................................176 Gambar 3.93 Tampilan halaman Kotak Masuk .............................................................177 Gambar 3.94 Tampilan halaman Kirim E-mail .............................................................178 Gambar 3.95 Tampilan halaman Pemesanan ................................................................179 Gambar 3.96 Tampilan halaman Detail Pemesanan ....................................................180 Gambar 3.97 Tampilan halaman Retur ........................................................................181 Gambar 3.98 Tampilan halaman Detail Retur .............................................................182 Gambar 3.99 Tampilan halaman Transaksi .................................................................183 Gambar 3.100 Tampilan halaman Detail Transaksi ....................................................184 Gambar 3.101 Tampilan halaman Tambah Transaksi ...................................................185 Gambar 3.102 Tampilan halaman Hadiah Bagi Pelanggan ...........................................186 Gambar 3.103 Tampilan halaman Tambah/Edit Hadiah Bagi Pelanggan .....................187 Gambar 3.104 Statechart diagram calon pelanggan .....................................................188 Gambar 3.105 Statechart diagram pelanggan ...............................................................189 Gambar 3.106 Statechart diagram admin .....................................................................190 Gambar 3.107 Entity relation diagram database yang diusulkan …………………....198 Gambar 4.1 Halaman Utama..........................................................................................227 Gambar 4.2 Halaman Profil Perusahaan........................................................................228 Gambar 4.3 Halaman Produk.........................................................................................228 Gambar 4.4 Halaman Detail Produk..............................................................................229 xvi
Gambar 4.5 Halaman Map Retail..................................................................................229 Gambar 4.6 Halaman FAQ............................................................................................230 Gambar 4.7 Halaman Hubungi Kami..........................................................................230 Gambar 4.8 Halaman Daftar Kontak...........................................................................231 Gambar 4.9 Calon Pelanggan Baru .............................................................................231 Gambar 4.10 Halaman Hadiah Bagi Pelanggan............................................................232 Gambar 4.11 Halaman Hasil Poling...............................................................................232 Gambar 4.12 Halaman Login......................................................................................234 Gambar 4.13 Halaman Utama Anda...........................................................................235 Gambar 4.14 Halaman Produk setelah login...............................................................235 Gambar 4.15 Halaman Detail Produk setelah login....................................................236 Gambar 4.16 Halaman Hubungi Kami setelah login..................................................236 Gambar 4.17 Halaman Data Diri................................................................................237 Gambar 4.18 Halaman Ubah Data Diri......................................................................237 Gambar 4.19 Halaman Pemesanan............................................................................238 Gambar 4.20 Halaman Daftar Pesanan.....................................................................238 Gambar 4.21 Halaman Pesanan Akhir sebelum dikirim...........................................239 Gambar 4.22 Halaman Pesanan Akhir setelah dikirim.............................................239 Gambar 4.23 Tampilan Cetak Pemesanan................................................................240 Gambar 4.24 Halaman Retur....................................................................................240 Gambar 4.25 Halaman Detail Retur.........................................................................241 Gambar 4.26 Halaman Transaksi .............................................................................241 Gambar 4.27 Halaman Detail Transaksi Anda..........................................................242 Gambar 4.28 Halaman Aturan Berbelanja ...............................................................242 xvii
Gambar 4.29 Halaman Login Admin ...........................................................................244 Gambar 4.30 Halaman Utama Admin...........................................................................245 Gambar 4.31 Halaman Calon Pelanggan ......................................................................245 Gambar 4.32 Halaman Pelanggan..................................................................................246 Gambar 4.33 Halaman Produk.......................................................................................246 Gambar 4.34 Halaman Kotak Masuk.............................................................................247 Gambar 4.35 Halaman Pemesanan ................................................................................24
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DAFTAR TABEL
Tabel 2.1 Relational data structure ................................................................................32 Tabel 2.2 Matrik SWOT ...................................................................................................42 Tabel 3.1 Deskripsi use case pemesanan ......................................................................60 Tabel 3.2 Deskripsi use case pengiriman ........................................................................61 Tabel 3.3 Deskripsi use case pembayaran .......................................................................63 Tabel 3.4 Deskripsi use case pencatatan .........................................................................64 Tabel 3.5 Tabel Pelanggan ..............................................................................................65 Tabel 3.6 Tabel Barang ...................................................................................................65 Tabel 3.7 Tabel Transaksi_penjualan ..............................................................................66 Tabel 3.8 Matrik SWOT ...................................................................................................74 Tabel 3.9 Usulan sistem baru ..........................................................................................77 Tabel 3.10 Deskripsi use case membuka web ...............................................................82 Tabel 3.11 Deskripsi use case melihat informasi perusahaan ......................................82 Tabel 3.12 Deskripsi use case melihat informasi produk ..............................................83 Tabel 3.13 Deskripsi use case melihat informasi map retail .........................................85 Tabel 3.14 Deskripsi use case melihat informasi FAQ .................................................86 Tabel 3.15 Deskripsi use case mengirim pesan .............................................................87 Tabel 3.16 Deskripsi use case melihat informasi daftar kontak ....................................88 Tabel 3.17 Deskripsi use case mendaftar menjadi calon pelanggan baru .....................89 Tabel 3.18 Deskripsi use case melakukan poling .........................................................90 Tabel 3.19 Deskripsi use case melihat informasi hadiah ..............................................90 Tabel 3.20 Deskripsi use case login ...............................................................................91 xix
Tabel 3.21 Deskripsi use case melihat data diri ............................................................92 Tabel 3.22 Deskripsi use case mengubah data diri ........................................................93 Tabel 3.23 Deskripsi use case melakukan pemesanan on-line .......................................95 Tabel 3.24 Deskripsi use case melakukan retur on-line ................................................97 Tabel 3.25 Deskripsi use case melihat informasi terdahulu ..........................................99 Tabel 3.26 Deskripsi use case melihat informasi aturan berbelanja ............................100 Tabel 3.27 Deskripsi use case logout ...........................................................................100 Tabel 3.28 Deskripsi use case login admin ..................................................................101 Tabel 3.29 Deskripsi use case admin melihat informasi calon pelanggan ..................102 Tabel 3.30 Deskripsi use case admin mengubah data pelanggan ...............................104 Tabel 3.31 Deskripsi use case admin mengubah data produk .....................................106 Tabel 3.32 Deskripsi use case admin mengubah data FAQ .........................................108 Tabel 3.33 Deskripsi use case admin melihat informasi map retail .............................110 Tabel 3.34 Deskripsi use case admin mengubah data daftar kontak ............................112 Tabel 3.35 Deskripsi use case admin mengubah poling ..............................................113 Tabel 3.36 Deskripsi use case admin melihat pesan yang masuk ................................115 Tabel 3.37 Deskripsi use case admin mengirim pesan ................................................116 Tabel 3.38 Deskripsi use case admin melihat informasi pemesanan ...........................118 Tabel 3.39 Deskripsi use case admin melihat informasi retur .....................................120 Tabel 3.40 Deskripsi use case admin menambah data transaksi baru ..........................123 Tabel 3.41 Deskripsi use case admin mengubah data hadiah ......................................124 Tabel 3.42 Deskripsi use case logout admin ................................................................125 Tabel 3.43 Tabel Pelanggan ..........................................................................................191 Tabel 3.44 Tabel Calon_pelanggan ...............................................................................191 xx
Tabel 3.45 Tabel Admin ...............................................................................................192 Tabel 3.46 Tabel Produk ...............................................................................................192 Tabel 3.47 Tabel Pemesanan ........................................................................................193 Tabel 3.48 Tabel Detail_pemesanan ............................................................................193. Tabel 3.49 Tabel Retur ................................................................................................194 Tabel 3.50 Tabel Detail_retur ......................................................................................194 Tabel 3.51 Tabel Transaksi ..........................................................................................195. Tabel 3.52 Tabel Detail_transaksi .................................................................................195 Tabel 3.53 Tabel FAQ ...................................................................................................195 Tabel 3.54 Tabel Kotak_masuk .....................................................................................196 Tabel 3.55 Tabel Daftar_kontak ....................................................................................196 Tabel 3.56 Tabel Hadiah ...............................................................................................196 Tabel 3.57 Tabel Poling ................................................................................................197 Tabel 3.58 Tabel Hasil_poling ......................................................................................197 Tabel 4.1 Fitur dan biaya paket web hosting..................................................................223 Tabel 4.2 Perencanaan implementasi.............................................................................225 Tabel 4.3 Evaluasi IMK…………………………………………………….…………249
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DAFTAR LAMPIRAN
Surat survey …………………………............................................................................L1 Kuisioner Identifikasi Kebutuhan Pelanggan .................................................................L2 Kuisioner Evaluasi Utuk Pihak Perusahaan.....................................................................L3 Kuisioner Evaluasi Untuk Pihak User.............................................................................L4
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