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• Main Author: Lubis (NIM 235 04 005), Riani
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/9069
• Institution: Institut Teknologi Bandung

Abstract: <br /> <br /> <br /> <br /> <br /> Information is a commodity, which is very importance for organization to reach the success in global competition. Therefore, the organization needs to apply Information System (IS) to support their operational activity and hope that it will improve the organization productivity. However, that will be existed if the organization pays attention to the IS quality being applied. In this context, quality is everything that capable of fulfilling customer requirements or end-user requirements, which usually describes the direct characteristics of the product or service, such as performance. So, IS quality can be expressed as the performance of IS in servicing its customer or end-user. Thereby, performance of IS service needs to be monitor in order to keep the quality of IS, better yet to carry out quality control for improving the IS services performance. This can be done by developing relationship between business process and end-user requirement, and then focus towards entire organizational resources in IS design which agree with end-user requirement. <br /> <br /> <br /> <br /> <br /> This thesis study about how to improve the IS service performance by considering the factor of end-user requirement in enterprise architecture design. The objectives of this study are to know level of the IS service performance from end-user viewpoint, in order to achieve end-user satisfaction level and IS service requirement factors to develop a plan to improve the IS service performance, and to document IS resources using enterprise architecture design. Cicendo Eye Hospital of Bandung selected as the case study, because it has applied Hospital Management Information System to support its operational activity. <br /> <br /> <br /> <br /> <br /> The performance measurement study was using Service Quality (ServQual) method from end-user viewpoint to obtain five dimension of quality from Parasuraman and end-user satisfaction level of the Hospital Management Information System. Then, it was continued to determine factors of IS service quality that are importance by end-users. Importance-Performance Diagram is a tool that was used to define the factors of IS service quality. Afterwards, the plan to improve Hospital Management Information System service was developed using Kipling method (5W1H) to obtain global planning of improvement. <br />