Electronic Theses and Dissertation

Trans koetaradja sebagai layanan transportasi publik di aceh memerlukan sistem pengaduan yang efisien untuk menampung keluhan masyarakat. saat ini, dinas perhubungan aceh masih menggunakan metode konvensional seperti telepon atau pengaduan langsung, yang dinilai kurang efektif. penelitian ini bertujuan merancang sistem informasi pengaduan trans koetaradja (sipentra) berbasis website guna meningkatkan transparansi, kecepatan respons, dan kualitas pelayanan. metode pengembangan sistem menggunakan waterfall dengan tahapan analisis kebutuhan, desain uml (use case diagram, activity diagram) entity relationship diagram dan user interface, implementasi berbasis framework laravel 11 (php 8.2.12, mariadb 10.4.32), dan pengujian black box. sipentra dirancang dengan arsitektur model-view-controller (mvc) dan menawarkan fitur multiuser: admin (manajemen pengguna, kategori layanan, monitoring), petugas (verifikasi dan penanganan pengaduan), serta pelapor (pengajuan dan pelacakan status pengaduan). sistem juga dilengkapi dashboard analitik, notifikasi real-time, dan laporan periodik. hasil pengujian fungsional menunjukkan seluruh alur kerja (pengajuan- verifikasi-penyelesaian) berjalan optimal. sipentra terbukti menyederhanakan proses pengaduan konvensional sekaligus meningkatkan transparansi melalui fitur pelacakan status. implementasi sistem ini diharapkan dapat menjadi solusi bagi dinas perhubungan aceh dalam mengelola pengaduan secara terstruktur dan data-driven. kata kunci: sistem pengaduan, trans koetaradja, website, laravel, waterfall

Trans Koetaradja, as a public transportation service in Aceh, requires an efficient complaint management system to address public grievances. Currently, the Aceh Transportation Department still relies on conventional methods such as phone calls or in-person complaints, which are considered ineffective. This study aims to design a Trans Koetaradja Complaint Information System (SIPENTRA) as a web- based platform to enhance transparency, response speed, and service quality. The system development follows the Waterfall method, encompassing stages of requirement analysis, UML design (Use Case Diagram, Activity Diagram), implementation using Laravel 11 framework (PHP 8.2.12, MariaDB 10.4.32), and black-box testing. SIPENTRA adopts a Model-View-Controller (MVC) architecture and features multi-user roles: administrator (user management, service categories, monitoring), officer (complaint verification and handling), and reporter (complaint submission and status tracking). The system is also equipped with an analytical dashboard, real-time notifications, and periodic reporting. Functional testing confirms that all workflows (submission-verification- resolution) operate optimally. SIPENTRA effectively streamlines conventional complaint processes while improving transparency through its status-tracking feature. The implementation of this system is expected to provide the Aceh Transportation Department with a structured, data-driven solution for complaint management. Keywords: Complaint System, Trans Koetaradja, Website, Laravel, Waterfall