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Analysis of Risk Management Assessment on Customer Services using COBIT 5 Framework

by Suryanto, Imam Riadi
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International Journal of Computer Applications
Foundation of Computer Science (FCS), NY, USA
Volume 184 - Number 4
Year of Publication: 2022
Authors: Suryanto, Imam Riadi
10.5120/ijca2022921996

Suryanto, Imam Riadi . Analysis of Risk Management Assessment on Customer Services using COBIT 5 Framework. International Journal of Computer Applications. 184, 4 ( Mar 2022), 18-27. DOI=10.5120/ijca2022921996

@article{ 10.5120/ijca2022921996,
author = { Suryanto, Imam Riadi },
title = { Analysis of Risk Management Assessment on Customer Services using COBIT 5 Framework },
journal = { International Journal of Computer Applications },
issue_date = { Mar 2022 },
volume = { 184 },
number = { 4 },
month = { Mar },
year = { 2022 },
issn = { 0975-8887 },
pages = { 18-27 },
numpages = {9},
url = { https://ijcaonline.org/archives/volume184/number4/32320-2022921996/ },
doi = { 10.5120/ijca2022921996 },
publisher = {Foundation of Computer Science (FCS), NY, USA},
address = {New York, USA}
}
%0 Journal Article
%1 2024-02-07T01:20:37.274579+05:30
%A Suryanto
%A Imam Riadi
%T Analysis of Risk Management Assessment on Customer Services using COBIT 5 Framework
%J International Journal of Computer Applications
%@ 0975-8887
%V 184
%N 4
%P 18-27
%D 2022
%I Foundation of Computer Science (FCS), NY, USA
Abstract

PT. Bukalapak Yogyakarta is a trusted online shopping site company in Indonesia that sells a variety of products that are needed by all Indonesian people. Customer service has implemented an information system to carry out business processes on customer service quite well, but there are still problems such as goods that have not been received at the location or destination address but the status of the transaction has been completed. In customer service, it is necessary to evaluate the evaluation to find out how efficient and effective the impact given by the related information system. There are three stages of analysis in the research, namely determining the current and expected level of capability, conducting an analysis gap, and providing recommendations and suggestions for improvement. The process of collecting data in this study uses a tool in the form of a questionnaire. The results of the study are the current capability level for the APO12 domain with a value of 2.70 which means at level 2 meaning IT processes in customer services has been carried out, achieved, and managed well. While the expected level of capability is at level 3 meaning IT processes in customer services has been well managed, must be standardized for example services, security and sustainability management, service support for users, and operational facilities which are then enforced throughout the company. The calculation results of the value Gap for the APO12 (domain, it is managed risk) obtained a value of 1. While for the EDM03 (domain, ensure risk optimization) the capability value is 2.95 (managed process) and the result of the calculation of the Gap value is 1, this is the making recommendations. This research has been carried out well by the expected research objectives.

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Index Terms

Computer Science
Information Sciences

Keywords

COBIT 5 Customer Service Risk Management

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