Sistem Penanganan Keluhan Pelanggan Di Hotel Xyz Menggunakan Metode Case Based Reasoning (CBR)
Keywords:Case Based Reasoning, Employee, Hotel, Service.
Xyz Hotels is a five star hotel which is a development of a leading hospitality company, Xyz Worldwide. In the service industry like this hotel, one of the factors that influences the level of customer satisfaction at a hotel is the right and fast service in serving complaints of hotel guests. Services at the hotel that are carried out every day require employees to be careful in making improvements to services. The problem that occurs is sometimes hotel employees have not mastered the ability in their fields. Hotel employees should receive training before mastering their respective abilities, the reason is that time is always not available to carry out training, because hotels are always full and crowded every day and have trouble finding time for training, so employees, especially new employees are difficult to serve complaints against hotel guests. Based on these problems, the implementation of Case Based Reasoning (CBR) can be carried out in various fields, one of which is in the service sector to share knowledge and experience from experienced employees to new employees, in order to improve service handling complaints of hotel guests. Using the Case Based Reasoning (CBR) method through four stages, namely retrieve, reuse, revise, and retain. With the aim to solve new problems by adopting the solutions found in previous cases by having problems that are almost the same as the new cases.
D. P. Utomo and S. D. Nasution, “Sistem Pakar Mendeteksi Kerusakan Toner Dengan Menggunakan Metode Case Based Reasoning,” J. Ris. Komput., vol. 3, no. 5, pp. 3–6, 2016.
M. Kartikasari, P. Santoso, and E. Yudaningtyas, “Penerapan Case Based Reasoning Pada Sistem Pendukung Keputusan Penanganan Komplain Penyewa Mall (Studi Kasus?: Maspion Square Mall, Surabaya),” J. EECCIS, vol. 9, no. 2, pp. 138–143, 2015.
P. Maulidiawana and Y. H. C, “Sistem Penanganan Kerusakan City Car Menggunakan Metode Case Based Reasoning (CBR),” Pros. Semin. Nas. sisfotek, vol. 3584, pp. 216–221, 2017.
E. Wahyudi and S. Hartati, “Case-Based Reasoning untuk Diagnosis Penyakit Jantung,” IJCCS (Indonesian J. Comput. Cybern. Syst., vol. 11, no. 1, p. 1, 2017, doi: 10.22146/ijccs.15523.
S. Salamun, “Penerapan Algoritma Nearest Neighbor dan CBR pada Expert System Penyimpangan Perilaku Seksual,” J. Online Inform., vol. 2, no. 2, p. 63, 2018, doi: 10.15575/join.v2i2.97.
R. Ahmad Munawar, Teguh; Chrisnanto Herry, Yulison; Yuniarti, “Penentuan Pemulihan Kesehatan Ibu Hamil Menggunakan Teknik Case Based Reasoning dan Manhattan Distance,” Pros. SNST, vol. l, no. Aisi 1045, pp. 7–12, 2016.
N. H. Syaputra, “Perancangan Aplikasi Sistem Pakar Diagnosa Kerusakan Lift Dengan Menggunakan Metode Case Based Reasoning ( CBR ),” Jurinal Ris. Komput., vol. 6, no. 4, pp. 421–428, 2019.
A. Prakarsa, Aditya; Chrisnanto Herry, Yulison; Komarudin, “Penentuan Penanganan Kerusakan Mesin Produksi Resleting di PT.Hero Top Zip Menggunakan Case Based Reasoning dan Sorensen Coefficient,” Pros. SNST ke-7, pp. 114–119, 2016.
Minarni, I. Warman, and W. Handayani, “Case-Based Reasoning (CBR) pada Sistem Pakar Identifikasi Hama dan Penyakit Tanaman Singkong dalam Usaha Meningkatkan Produktivitas Tanaman Pangan,” J. TEKNOIF, vol. 5, no. 1, pp. 41–47, 2017, doi: 10.21063/JTIF.2017.V5.1.41-47.
I. Maulana, “Penerapan Knowledge Management System (KMS) Zakat dan Sedekah Menggunakan Case-Based Reasoning (CBR) Berbasis Android Pada Badan Amil Zakat Nasional Provinsi Sumatra Selatan,” J. Chem. Inf. Model., vol. 53, no. 9, pp. 1689–1699, 2017, doi: 10.1017/CBO9781107415324.004.
How to Cite
Copyright (c) 2020 Prosiding SISFOTEK
This work is licensed under a Creative Commons Attribution 4.0 International License.