Matrix : Jurnal Manajemen Teknologi dan Informatika

A TOGAF-based information governance model for the digital transformation of SMES

2025-11-07T11:47:21+00:00

Digital transformation is key in business processes, including for Small and Medium Enterprises (SMEs). With digital transformation, a company can change the way it serves its customers, but this implementation carries high risks due to limited resources and management changes. SMEs often face obstacles in adopting new technologies, such as financial constraints, lack of technical skills, and barriers in technology implementation and human resources. Good IT governance is necessary for SMEs to survive technological developments. In general, business processes that already run are still done conventionally, thus governance needs to be implemented. From these problems, a strategic plan is needed that can produce a blueprint framework which is needed by the company. The findings of this study consist of TOGAF ADM-based architectural artifact documents, which serve as a foundation for identifying technology mappings that can be developed in alignment with the existing business processes of small and medium-sized enterprises (SMEs). A blueprint framework can be used by SMEs to determine the priorities and stages of system development over the next few years to be carried out, of course, by considering internal and external factors. From the results of the framework, the development of information systems for marketing and selling SME products is carried out to overcome problems such as the lack of knowledge of partners in marketing so that it has an impact on partner income. With structured IT governance, SMEs can align IT strategies with business goals and develop information systems that support business continuity in the future.

Strengthening CRM based on live chat for customer service performance audits

2025-06-29T09:43:06+00:00

The management of relationships between customers and companies is still largely carried out conventionally. Communication between companies and customers tends to be slow and is highly limited by time constraints. This condition makes it more difficult to maintain good relationships between customers and companies, even though such relationships are crucial for business continuity. Conventional communication methods also hinder the monitoring of customer service performance toward customers. Technology-based Customer Relationship Management (CRM) can be a strategic solution to overcome the weaknesses in managing and maintaining these relationships. The purpose of this research is to implement a CRM application using real-time live chat technology to enable faster customer service responses and facilitate service monitoring for the company’s management, thereby making performance auditing of customer service easier. The CRM live chat application in this study was developed using the waterfall method and implemented using Visual Studio Code, Laragon as a web server, PHP, JavaScript, MySQL, and Pusher. The implementation was tested using Blackbox testing and User Acceptance Testing (UAT), with the results showing that all functions related to real-time communication and service monitoring operated properly, and the user satisfaction rate reached 85.8%.

A decision support system for Ogoh-Ogoh assessment based on SMART and SAW methods in the context of Balinese cultural preservation

2025-11-12T12:02:44+00:00

Bali’s cultural richness includes the Ogoh-Ogoh tradition, which has recently evolved from a ritualistic practice into a competitive event evaluated through multidimensional criteria. However, the current manual evaluation process faces significant challenges, including subjective bias, inconsistent scoring standards, and inefficient data processing, which often reduce public trust in competition results. This study proposes a web-based Decision Support System (DSS) integrating the Simple Multi-Attribute Rating Technique (SMART) and Simple Additive Weighting (SAW) methods to enhance objectivity and transparency in Ogoh-Ogoh assessment. The system was implemented and tested using a dataset of 45 Ogoh-Ogoh alternatives. The comparative analysis demonstrates a strong consistency between the two methods, evidenced by a Spearman’s Rank Correlation coefficient of 0.81. Furthermore, performance testing revealed that the system achieved an 85% ranking accuracy compared to expert manual evaluations and significantly improved operational efficiency by reducing processing time by 40% (from 2.5 hours to 1.5 hours). These findings confirm that the proposed DSS not only minimizes subjectivity but also serves as a valid tool for the digitalization and preservation of cultural heritage assets.

Android-based decision support system using MAGIQ-MARCOS for digital bank selection

2025-11-25T01:45:14+00:00

Choosing a digital bank is a challenge for anyone, especially due to cognitive biases that influence decision making. This study aims to develop an Android-based Decision Support System (DSS) using the MAGIQ MARCOS method to provide recommendations for digital banks that suit users’ preferences. The MAGIQ method is used to weight the main criteria, namely Application Performance (C1), Financial Reports (C2), and User Experience (C3), while MARCOS is used to rank digital banking alternatives. This study includes data collection through surveys and interviews, data processing using MAGIQ for weighting, and ranking alternatives using MARCOS. The results indicate that Jenius ranked first with a preference value of 0.7632 followed by Seabank with 0.7164 and Krom Digital Bank with 0.6983. These findings show that the system is able to differentiate alternatives based on user priorities. The system achieved an accuracy of 80.39 percent compared with students’ manual selections confirming that the recommendations align with actual user preferences. The recommendations generated by the system are consistent with the priorities of decision makers who value application quality and user experience. Use case testing also shows that all test scenarios function as expected. This research contributes to the development of technology based DSS to help students make more rational and data driven decisions in choosing a digital bank. Future work may integrate real time data updates and predictive analysis to improve recommendation accuracy and expand the MAGIQ-MARCOS method to other sectors that require multi criteria decision making.