Pengaruh Tingkat Kematangan Manajemen Teknologi Informasi terhadap Kualitas Layanan Hotel di Bandar Lampung

Authors

  • Istiana Ruswita Universitas Lampung
  • Muhammad Afdhaluddin Universitas Lampung

Keywords:

Teknologi Informasi, Bisnis, Layanan, Hotel

Abstract

Information Technology in the world of hospitality is a very vital need. This study aims to measure the maturity level of IT management in hotels in Bandar Lampung City using the Information Technology Infrastructure Library (ITIL) V.3 framework. The population in this study is several 3-Star and 4-Star Hotels in Bandar Lampung City where the number of samples taken is 29 respondents obtained from RACI (Responsible, Accountable, Consulted and Informed) mapping. Gap analysis is used to determine the value of the gap between the current condition and the ideal condition in 28 ITIL V3 process sub-domains. Based on the thorough analysis and assessment process, the maturity level of IT service management was 2.79. Overall, the maturity level of IT service management is at level 3 (defined), that is, every process in the ITIL V.3 sub-domain has been defined, but in its implementation there are still many shortcomings such as minimalism.

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Published

2024-12-01

How to Cite

Ruswita, I., & Afdhaluddin, M. . (2024). Pengaruh Tingkat Kematangan Manajemen Teknologi Informasi terhadap Kualitas Layanan Hotel di Bandar Lampung. Jurnal Bisantara Informatika, 8(2), 1-6. Retrieved from http://bisantara.amikparbinanusantara.ac.id/index.php/bisantara/article/view/113