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
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MEMBERS GROUP PROFILE

Name: RABIATUL ADAWIYAH BINTI ALI SUBRI

ID: 2022862012
STUDENT 1 Role: Leader
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

S
CRITERIA DESCRIPTION

INTRODUCTION
PROJECT
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BACKGROUND Current Situation:

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

OBJECTIVE
• To ensure better data recording and organized data keeping.

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

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• To make sure that customers can check room availability .

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

SYSTEM ANALYSIS

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
AND security vulnerabilities when sharing personal and payment information on
OPPORTUNITY hotel booking websites.

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.
STAKEHOLDERS Customers greatly value the convenience and efficiency of 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.
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• 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 hotel room
• 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 hotel room
using the current system.

PERFORM FACT-
FINDING

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
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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.

• 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 Manager 1 40,000.00 40,000.00
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 resources

SCHEDULE and requirements from the client.
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SYSTEM REQUIREMENT

Customer:
• Name
• Email
• Phone number

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

Room:
• Room number
• Room type
• Room price
• Room description
Staff:
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• Staff ID
• Name
• Phone number

• Display customer’s information choice of room.

OUTPUT • Display room status whether available or unavailable.
• 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.
• Faster and efficient way of searching for information.
PERFORMANCE
• 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
CONTROL different loads and scenarios, identify weaknesses, and make necessary
optimizations.
• 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.
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• 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

CONTEXT
DIAGRAM
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DATA FLOW
DIAGRAM

1. Hotel Booking
• Booking thru hotel's website, mobile app, or third-party booking
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.
BUSINESS RULES

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

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• 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

CUSTOMER ( CustMail, CustName, CustNoPhone, ReservationId, CheckInDate,

CheckOutDate, RoomNo, RoomType, RoomPrice, StaffId, StaffName,
StaffPhoneNo)

PRIMARY KEY: (CustMail, ReservationId)

NORMALIZATION
Full Dependencies: CustMail, ReservationId

CustName, CustNoPhone, CheckInDate, CheckOutDate, BookingStatus

Partial Dependencies: StaffId StaffName, StaffPhoneNo

RoomNo RoomType, RoomPrice, RoomDescription

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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)

ENTITY
RELATIONSHIP
DIAGRAM

Overall
Comments
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Signature Date
Lecturer ISP451’s Name ANIS AFIQAH SHARIP