Perancangan dan Implementasi Sistem Ticketing Pengaduan Mahasiswa Berbasis Website Menggunakan Metode Prototyping

Abstract

Pengelolaan pengaduan mahasiswa di Departemen XYZ masih dilakukan melalui WhatsApp sehingga pengaduan kurang terdokumentasi dan sulit dipantau. Penelitian ini bertujuan menerapkan metode Prototyping dalam merancang dan mengimplementasikan Sistem Ticketing Pengaduan Mahasiswa berbasis website serta mengevaluasi sistem yang dikembangkan. Sistem dibangun menggunakan metode Prototyping dengan dua iterasi. Pengujian dilakukan menggunakan Functional Black-box testing dan System Usability Scale (SUS). Hasil pengujian menunjukkan seluruh fungsi sistem berjalan sesuai kebutuhan pengguna dan memperoleh nilai SUS sebesar 84,75 yang termasuk kategori acceptable. Sistem yang dikembangkan mampu mendukung proses pelaporan dan pengelolaan pengaduan secara lebih terstruktur, terdokumentasi, dan mudah dipantau.

Student complaint management in Department XYZ was previously conducted through WhatsApp, causing complaints to be poorly documented and difficult to monitor. This study aims to apply the Prototyping method to design and implement a web-based Student Complaint Ticketing System and to evaluate the developed system. The system was developed through two prototyping iterations. Evaluation was conducted using Functional Black-box testing and the System Usability Scale (SUS). The results showed that all system functions operated according to user requirements and achieved an SUS score of 84.75, indicating an acceptable level of usability. The developed system provides a more structured, documented, and easily monitored complaint management process.