Electronic Theses and Dissertation

Perusahaan Daerah Air Minum (PDAM) Tirta Tamiang berperan penting dalam menyediakan layanan air bersih kepada masyarakat. Namun, proses pengecekan tagihan dan pengaduan pelanggan masih dilakukan secara manual, sehingga menimbulkan kendala seperti keterlambatan informasi, kurangnya transparansi, serta tidak terstrukturnya proses penanganan pengaduan. Penelitian ini bertujuan untuk merancang dan membangun sistem informasi berbasis website yang memungkinkan pelanggan untuk mengecek tagihan dan mengajukan pengaduan secara digital. Sistem dikembangkan menggunakan framework Laravel dan TailwindCSS dengan pendekatan metode Scrum. Fitur utama yang diimplementasikan mencakup pengecekan tagihan berdasarkan periode tertentu, formulir pengaduan dengan upload dokumen, serta notifikasi
otomatis melalui WhatsApp. Pengujian sistem dilakukan menggunakan metode Black Box Testing untuk menguji fungsionalitas dan System Usability Scale (SUS) untuk mengevaluasi tingkat usability. Hasil pengujian menunjukkan bahwa seluruh fungsi sistem berjalan dengan baik dan mendapatkan skor SUS sebesar 84,5 yang tergolong dalam kategori “Excellent”. Sistem ini diharapkan dapat meningkatkan efisiensi pelayanan, transparansi data, serta kepercayaan pelanggan terhadap PDAM Tirta Tamiang.
Kata kunci : PDAM, Tagihan Air, Pengaduan, Black Box Testing, System Usability Scale

The Tirta Tamiang Regional Water Company (PDAM) plays a vital role in providing clean water services to the community. However, the process of checking bills and handling customer complaints is still done manually, resulting in obstacles such as delays in information, lack of transparency, and an unstructured complaint handling process. This study aims to design and build a website-based information system that allows customers to check bills and submit complaints digitally. The system was developed using the Laravel and TailwindCSS frameworks with a Scrum method approach. The main features implemented include checking bills based on a specific period, a complaint form with document uploads, and automatic notifications via WhatsApp. System testing was conducted using the Black Box Testing method to test functionality and the System Usability Scale (SUS) to evaluate the level of usability. The test results showed that all system functions ran well and received a SUS score of 84.5, which is classified as "Excellent". This system is expected to improve service efficiency, data transparency, and customer trust in PDAM Tirta Tamiang. Keywords: PDAM, Water Bill, Complaints, Black Box Testing, System Usability Scale