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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”)
108091100013
DEPARTMENT OF INFORMATICS ENGINEERING
FACULTY OF SCIENCE AND TECHNOLOGY
SYARIF HIDAYATULLAH STATE ISLAMIC UNIVERSITY JAKARTA
2014 M / 1436 H
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APPR
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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, FACULTY OF SCIENCE AND
TECHNOLOGY, STATE ISLAMIC UNIVERSITY JAKARTA 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
108091100013
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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.
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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.
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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
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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
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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
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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
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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
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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
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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 4.10 Diagram process 5 ............................................................................. 76
Figure 4.13 Admin flowchart of web karaoke reservation online ........................ 80
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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 4.30 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 4.36 STD pages for Manager ..................................................................... 97
Figure 4.37 Web navigation reservations online................................................... 98
Figure 4.38 Design of Home pages for non-member............................................ 99
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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 4.48 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
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LIST OF SYMBOL
ERD SYMBOL
Descriptions Minimum Maximum Symbols
examples examples relationship
One
(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
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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
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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.
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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
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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
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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
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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:
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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
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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".
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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.
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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.
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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
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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,
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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
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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
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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, self-
service 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.
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Customer Business
Customer loyalty
satisfaction performance
 Understand customer  Behavioral loyalty  Revenue growth

requirement  Attitudinal loyalty  Share of customer
 Meet customer  Customer tenure
expectation
 Deliver customer value
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
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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.
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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:
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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
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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 intimacy-
CI) 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
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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
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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.
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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,
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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
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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
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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
 Increased profits
Technical feasibility Operational feasibility
 Hardware, software, and  Employee, customer,
network capability, supplier acceptance
reliability, and availability  Management support
 Government or other
requirements
Figure 2.4 Feasibility study
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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.
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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.
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 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
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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
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 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
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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.
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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.
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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:
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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.
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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.
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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
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 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
 Access to the database system more flexible and convenient.
2.10 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.
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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, multi-
user 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 Method Agency Year
1 Ucu Deti “Rancang bangun aplikasi RAD PT. Gatra 2011
customer relationship Citra
management (CRM) kencana
berbasis web pada PT. Tour &
Gatra Citra kencana Tour Travel
& Travel”
2 Dhery “Rancang bangun web SDLC PT. Agra 2010
Haryadi perjalanan umrah berbasis semesta tour
Suhendra customer relationship
management pada 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 penjualan SDLC PT. Duta 2011
Wyzer produk alat musik berbasis Karya
web (study kasus: PT. Musikindo
Duta Karya Musikindo jakarta
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 e-
Traveling 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).
48
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 non-
probability 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.
50
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:
2. Developing customer value (enhance)
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.
51
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.
52
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.
53
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:
54
Studies
library
Interview
Data collection Field
methodology Observation
study
Questionnaire
Research
Similar
methodology
literature
study
Development
SDLC CRM
method system
System System System Programming Testing

Investigation Analysis Design
Flow Chart Data Flow State Entity Design of

Diagram Diagram Transition Relationship Interface
Diagram Diagram
Figure 3.1 Framework
55
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:
2. Developing customer value (enhance)
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
56
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
57
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
N
Direct Waiting list
get
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:
59
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.
60
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.
61
Order Room available
Customer Karaoke room
Bill order
Report transaction
Booking
room
Confirmation order transaction
Management
Employee Customer order get bill
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.
62
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
63
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:
64
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:
65
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.
66
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).
67
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
69
4.2.8 Proposed Zero diagram
File register
Member Registration
1.0 user
register Show registration error
Data member
Login file
Admin login
Member login
2.0
Show login error login Show login error
member Home page file admin
Show profile menu Show admin menu
Show reservation menu 3.0 show Show check-in order menu

Show outlet and room menu Home Show list of order menu
Show about us menu page
Show about us menu
Outlet file
6.0
Show features update
room
Show room details 4.0 show Rooms feature file
outlet and
Show list of outlet room Karaoke room detail
Data order Data

Full detail booking
member karaoke
Member Manager
order/booking Data karaoke
room
report file
5.0 Data of member Show report
reservation booking transaction
menu
Customer database report
Order transaction report 7.0
Manager manager
Request database report
report
Figure 4.5 Proposed Zero Diagrams
70
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
71
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.
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
72
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.
Process name : Home page
Input : Home page file
Output :  Show outlet and room menu
 Show reservation menu
 Show about us menu
73
 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.
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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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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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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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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
78
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.
79
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 Username/
Start Login password
unlisted
Yes
Select the data
that wish to edit Save changes
Figure 4.13 Admin flowchart of web karaoke reservation online
80
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.
81
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
82
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
Akhir
weekday_regular_price
Tanggal_booking
weekday_happyhour_price
Tanggal_konfirmasi
fridaysaturday_reegular_price
Jam_konfirmasi
fridaysaturday_happyhour_price
Lama_pemesanan
sundayholiday_regular_price
Jam_check_in
sundayholiday_happyhour_price
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
no_hp alamat
alamat kota
Username no_telp
Password no_telp_2
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
no_hp alamat
Username no_telp
Password no_telp_2
Tipe_ruangan Mulai
Akhir
Outletroom_id Tanggal_booking
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 4.17 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.
86
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
87
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
88
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).
89
 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
90
 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
91
 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.
92
Figure 4.28 STD Home pages for non-member
 The design of STD About us pages
93
 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
94
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
95
 The design of STD List of order pages
Figure 4.34 STD List of order pages
 The design of 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).
96
 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.
97
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.
98
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 non-
members are required to register first.
99
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.
100
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.
101
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.
102
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.
103
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.
104
Figure 4.44 Design of Reservation pages (step 2)
105
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.
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
106
order, then the member must click on the button "Submit" to complete the
order.
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.
107
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.
108
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.
109
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.
110
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.
111
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 reservation
come to outlet.  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 seen in the outlet address, phone phone number, price per
(flyer/brochure). number. room, room availability.
Can be seen in the web
application.
113
Previous web interface Proposes web application
 is not attractive or is more interesting.
interesting.
Reservations not efficient, Reservation is more
considering the possibility  efficient, because the
of waiting list. possibility of waiting list
is extremely small.
The availability of
column of critiques and
  suggestions that can
improve customer
satisfaction, such as
understand customer
requirement, customer
expectation and deliver
customer value.
114
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.
115
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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

DEPARTMENT OF INFORMATICS ENGINEERING

FACULTY OF SCIENCE AND TECHNOLOGY

SYARIF HIDAYATULLAH STATE ISLAMIC UNIVERSITY JAKARTA

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

DEPARTMENT OF INFORMATICS ENGINEERING

FACULTY OF SCIENCE AND TECHNOLOGY

SYARIF HIDAYATULLAH STATE ISLAMIC UNIVERSITY JAKARTA

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, FACULTY OF SCIENCE AND

TECHNOLOGY, STATE ISLAMIC UNIVERSITY JAKARTA 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

Nidia Ulhasanah Mubarok (108091100013), DESIGN OF INFORMATION

SYSTEM FOR KARAOKE ROOM RESERVATION USING WEB-BASED

CUSTOMER RELATIONSHIP MANAGEMENT (CRM) CONCEPT (CASE:

and Mr. Hata Maulana, S.Si, MTI).

The spread of information technology throughout the world has changed a

system, where everything is efficient and effective. In terms of the utilization of

development life cycle (SDLC), namely: systems investigation, systems analysis,

company's approach to customer.

Keywords: Internet, Website, CRM, Reservation online system, SDLC.

Reservation Using Web-Based Customer Relationship Management (CRM)

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

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.

to the author in this thesis.

her affection so author can finish this thesis

6. My beloved Muhammad Zahidin Arief, who was unceasing and always

time to help author in completing this thesis.

Nadisah, Rona, Intan, Amalina and Putri.

especially Informatics engineering International, which has guided during

their studies at Syarif Hidayatullah State Islamic University in Jakarta.

of Allah SWT can be useful for all. Amin.

Jakarta, 24 October 2014

support very meaningful so this thesis can be completed, including:

1. Highest award to both beloved parents Papah and Umi. To my brothers

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