UiTM/FSKM/CS/ISP451/F4

UITM CAWANGAN MELAKA

KAMPUS JASIN

FINAL REPORT F4

SUBJECT/CODE
INFORMATION SYSTEM DEVELOPMENT (ISP451)

GROUP
M3CS2662B

PREPARED BY:
RABIATUL ADAWIYAH BINTI ALI SUBRI (2022862012)
RAJA NUR HAZIRAH BINTI RAJA ZULKARNAIN (2022615486)
NURSYAHIRAH ALYA BINTI AHMAD ZAMRI (2022836156)
NUR AISYAH BINTI MOHD KAMIL (2022822078)
SYAKIRAH IRDINA BINTI SHAHAROL NIZAM (2022612454)

PREPARED FOR:
MISS ANIS AFIQAH BINTI SHARIP

SUBMISSION DATE:
11/7/2023

MEMBERS GROUP PROFILE

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Name: RABIATUL ADAWIYAH BINTI ALI SUBRI

ID: 2022862012
Role: Leader
STUDENT 1
Role Description: Ensure all members participate during the
meeting and implements the changes recommended by the
teams

Name: RAJA NUR HAZIRAH BINTI RAJA ZULKARNAIN

ID: 2022615486
STUDENT 2
Role: Facilitator levitating group
Role Description: Support the leader for facilitating the team

Name: NURSYAHIRAH ALYA BINTI AHMAD ZAMRI

ID: 2022836156
STUDENT 3 Role: Timekeeper
Role Description: Monitor the time to maintain the schedule as per
agenda

Name: NUR AISYAH BINTI MOHD KAMIL

ID: 2022822078
STUDENT 4 Role: Thinker
Role Description: Breakdown the task into steps and put
information in order

Name: SYAKIRAH IRDINA BINTI SHAHAROL NIZAM

ID: 2022612454
Role: Thinker
STUDENT 5
Role Description: Breakdown the task into steps and put
information in order

SCOR
CRITERIA DESCRIPTION E
1-10
INTRODUCTION

Current Situation:
PROJECT • The customer needs to walk into the hotel to book and reserve their
BACKGROUND room.
• The management of hotel still uses Microsoft Excel to record the
customer’s information and booking, which is a manual way of
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collecting and keeping data.

Problems:
• Long lines in front of the customer service center as all customers have
to book their rooms manually at the service desk

• Loss of data because apparently the employee just writes down the
booking details in a book or journal or in excel only

• Two way communication makes it complicated and takes a long time

for both customers and employees to deal with as the employee has to
ask several questions for the registration.

• Difficult to reach the service center when it comes to the holiday

season as the calling center has one medium only.
Solution:
• Acquire a simple and effective hotel Property Management System
(PMS) Software which is a software application for the operation of
hospitality accommodations and commercial residential rental
properties.

• Have a billing system connected to hotel PMS Software so that it can

save time because this operation will be quickly carried out as you will
not have to manually enter information on the payment terminal.

• Implement customer services software to store every single

conversation or interaction with customers.

Project Scope:
• This project is to help develop the quality of the hotel booking system
process into being more accessible and efficient for staff and
customers.

Constraints:
SCOPE
• The staffs are required to learn how to administer the system.
• The hotel needs to set up a budget for the hardware and software
needed to develop this system.

Objectives:
• To develop the quality of the booking system of hotels into being more
accessible for both staff and customers.

• To ensure better data recording and organized data keeping.

OBJECTIVE
• To allow customers to be able to self-book and make payment online.

• To make sure that customers can check room availability .

• To allow system to display room that is available for the booking day.

SYSTEM ANALYSIS
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Problem:
1. The hotel room that users trying to book may no longer be available for
the desired dates or the system might be showing incorrect availability.
2. Online hotel booking systems may experience technical issues such as
slow loading times, errors during the booking process, or system crashes.
UNDERSTAND 3. As with any online transaction, there is always a risk of data breaches or
THE PROBLEM security vulnerabilities when sharing personal and payment information
AND on hotel booking websites.
OPPORTUNITY

Opportunity:
1. Able to receive excellent reviews on customer satisfaction.
2. Time efficient for customers and hotel staff.
3. Helps in promoting the hotel of its enhanced booking system
management.

1. Hotel owners and managers:

Hotel owners and managers rely on the system to efficiently manage and
organize their hotel operations. The system enables them to handle room
reservations, track occupancy rates and manage guest information. It also
provides them with valuable insights and reports to optimize their business
strategies and enhance customer satisfaction. Hotel owners and managers
heavily invest in such systems to streamline their operations, improve revenue
generation and provide a seamless booking experience for their guests.

2. Customers:
Another important stakeholder in a hotel booking system is the customer.
The system serves as a convenient platform for customers to explore hotel
options, compare prices and make reservations effortlessly. It empowers them
with access to real-time availability, detailed descriptions of amenities, and
customer reviews. Customers greatly value the convenience and efficiency of
STAKEHOLDERS a user-friendly booking system, as it saves them time and simplifies the entire
process. They rely on these systems to secure their accommodation, manage
their bookings, and receive updates about their stay, ensuring a smooth and
enjoyable experience during their travels.

3. Technology providers and developers:

The behind the hotel booking system are vital stakeholders as well. They are
responsible for designing, developing, and maintaining the system, ensuring
that it functions smoothly and meets the needs of all other stakeholders. These
providers work tirelessly to enhance the system's features, security, and user
experience. They collaborate closely with hotel owners, managers, and other
stakeholders to understand their requirements and incorporate necessary
updates and customizations. Without the expertise and dedication of these
technology providers, the hotel booking system would not exist or operate
effectively.

• We perform fact-finding to gather the information of people who have

experience in hotel reservation process.
• We conducted a survey to evaluate people’s experience of their
reservation either they have a poor or a good experience of booking a
PERFORM hotel room
FACT-FINDING • There are two sets of concerning question perform to help the finding
which is the rating experience and problem occur during reservation
process.
• This survey was performed through google form and the questions were
answered by 25 public citizens who have experience of reserving a
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hotel room using the current system.

60% of the respondents rate it as fair throughout their experience in reserving a

hotel room using the current system, while 36% of them rate it poor.

There were 4 problems have been submitted in the survey. 36% of the
respondents reviewed that it was difficult to reach the service center while
28% of them say that loss/wrong information and long line at front desk
occurred frequently. The least of their response is that double booking is also
one of the difficulties in the hotel reservation system. This chart shows how
often these varieties of difficulties happen throughout reservation procedure.

Thus, regarding the observation above we are very concerned about the
difficulties that happen to the citizens. So, we have decided to improve the
hotel reservation system to make it more effective and convenient to satisfy
their experience.
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• Provide training workshops to staff in handling the system after it is
developed.
OPERATION • The system will remain relevant for 15 years
• There are 5 developers involved in creating this booking system
and responsible for any errors in the system.
- Software
• Microsoft Access
- Hardware
• Data Storage minimum 256GB.
TECHNICAL • Use OS window 8.1 above and Random Access Memory (RAM)
minimum 4GB
• Networking Equipment used is switches, routers and hotspot. .
• Processor used is a modern, multi-core processor, such as Intel
Core i5 or equivalent
• RM105,383.30 costs of development, support, manpower, software,
hardware and facilities.
• The cost is affordable as it does not exceed the hotel’s budget.

No. Item Quantity Cost (RM) Total (RM)

Tangible 1. Project 1 40,000.00 40,000.00
Manager
2. Database 1 12,000.00 12,000.00
Administrator
3. System Analyst 1 6,000.00 6,000.00
4. Developer 1 8,000.00 8,000.00
ECONOMIC 5. Programmer 1 15,000.00 15,000.00
6 Computer and 6 3,300.00 19,800.00
Mouse
7. Printer 2 750.00 1,250.00
8. Workshop 3 90.00 270.00
Training
9. Utilities - 1,023.20 1,023.20
Intangible 10. Source of 2 170.00 per 2,040.10
Network (Wi-Fi) month
11. Software 1 0.0 0.0
Grand Total (RM) 105,383.30

- 5 Months estimated to complete the system based on the

SCHEDULE resources and requirements from the client.
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SYSTEM REQUIREMENT

Customer:
• Name
• Email
• Phone number
• Check in date
• Check out date

Booking:
• Customer Email
• Room number
INPUT • Reservation ID
• Staff ID
• Check in date
• Check out date
• Booking status

Room:
• Room number
• Room type
• Room price
• Room description

• Display customer’s information choice of room.

OUTPUT
• Display room status whether available or unavailable.
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• Display customer’s room price

• Customers enter their name, email, phone number, check in and check
out date.

PROCESS • Staff record customer’s information details, choice of room, room

number, room price and room description.

• Staff enter their ID, name and phone number.sd

• The system should have reporting and analytics tools to help hotel
management make data-driven decisions.
• The system should be able to operate 24 hours per day.
• The system response time does not exceed 0.5 seconds.
PERFORMANC • Faster and efficient way of searching for information.
E • System reliability measures its ability to consistently perform as expected
without errors or failures.
• The performance of a system greatly impacts the user experience.
• Scalability is the system's ability to handle increasing workloads and
accommodate growing user demand.

Performance & Security

• Implement strong access control mechanisms to ensure that only

authorized users can access sensitive data and system functionalities.
• Only admin able to update the latest news and promotions.
• Implement caching techniques to store frequently accessed data in
memory, reducing the need for repetitive database queries and
enhancing response times.
• Conduct regular performance testing to measure system performance
under different loads and scenarios, identify weaknesses, and make
necessary optimizations.
CONTROL • Use encryption to protect sensitive data information.
• Implement regular data backups and establish a comprehensive
disaster recovery plan to protect against data loss or system disruptions.
• Authentication and authorization process to make sure that only certain
users have access over the system.
• Educate employees on security best practices, such as strong password
management, phishing awareness, and social engineering prevention,
to minimize human-related security risks.
• The system records any errors that include unauthorized activities and
abnormal bugs in its records system.
• Conduct regular security audits and penetration testing to identify
vulnerabilities, validate security controls, and address any weaknesses.
• Customers' data are safe under security control and confidential.

SYSTEM DESIGN
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CONTEXT
DIAGRAM

DATA FLOW
DIAGRAM

BUSINESS
RULES 1. Hotel Booking
• Booking thru hotel's website, mobile app, or third-party booking
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websites.
• Guests can view available rooms, compare rates, and choose
the room that suits their needs and budget.
• Guests are required to provide their personal information,
including their name, contact details, and sometimes credit card
information to guarantee the reservation.

2. Room Selection
• Guests can select their preferred rooms based on availability
and guests add on packages that include breakfast.
• Rooms are categorized with associated pricing depending on
various types of rooms to choose from.

3. Pricing and Fare Calculation

• Fare prices based on factors such as room types and hotel
packages.
• The system should apply fare rules consistently across different
room types and hotel packages.

4. Payment
• Guests need to provide valid payment information to complete
the hotel booking.
• The system must support secure online payment methods
(credit/debit cards/digital wallets).
• Payment processing should be managed securely and reliably.

5. Schedule Management
• The hotel booking system keeps track of the available room
inventory, including room types, number of rooms, and their
availability for different dates.
• It allows hoteliers to manage room allocations efficiently,
ensuring that the system accurately reflects the number of rooms
available for booking at any given time.
• Guests can view available rooms, compare rates, and choose
the room that suits their needs and budget.

6. Reporting and Analytics

• The system should generate reports including Reservation
Reports, Occupancy Reports, Revenue Reports, Channel
Performance Reports and Forecasting and Demand Analysis.
• By leveraging reporting and analytics in a hotel booking system,
hoteliers can gain actionable insights, optimize operations,
enhance guest satisfaction, and drive revenue growth.
• These reports serve as powerful tools for strategic decision-
making, performance evaluation, and staying competitive in the
dynamic hospitality industry.

1NF Normalization
NORMALIZATI
ON
CUSTOMER ( CustMail, CustName, CustNoPhone, ReservationId,
CheckInDate, CheckOutDate, RoomNo, RoomType, RoomPrice, StaffId,
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StaffName, StaffPhoneNo)

PRIMARY KEY: (CustMail, ReservationId)

Full Dependencies: CustMail, ReservationId

CustName, CustNoPhone, CheckInDate, CheckOutDate, BookingStatus

Partial Dependencies: StaffId StaffName, StaffPhoneNo

RoomNo RoomType, RoomPrice, RoomDescription

2NF Normalization

CUSTOMER (CustMail, CustName, CustNoPhone, RoomNo, RoomType,

RoomPrice CheckOutDate, CheckInDate)

BOOKING (ReservationId, CheckOutDate, CheckInDate, BookingStatus)

STAFF(StaffId, StaffName, StaffPhoneNo)

3NF Normalization

CUSTOMER (CustMail, CustName, CustNoPhone, CheckOutDate,

CheckInDate)

ROOM (RoomNo, RoomType, RoomPrice)

BOOKING (ReservationId, CheckOutDate, CheckInDate, BookingStatus)

STAFF(StaffId, StaffName, StaffPhoneNo)

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ENTITY
RELATIONSHIP
DIAGRAM

Overall
Comments

ANIS AFIQAH Signature Date

Lecturer ISP451’s Name
SHARIP