Evaluation Model of Front End System Implementation of Bank XYZ's from Customer Side

. Information Systems is used by banking companies to process and store financial data and transactions made by customers. The company strives to continuously improve its technological innovations in order to support internal business processes. With the implementation of information technology to contribute to the acceleration of internal business processes that are more efficient and effective internally, it is expected that companies can compete to be more competitive. The purpose of this study is to determine the main factors of the implementation of the existing front end system at bank XYZ, so that further models can be made that can be used to evaluate the performance of the system. This research method is carried out by collecting data from respondents or customers who are directly affected by the service from this front end system, then observations are made using the factor analysis method. The results of this study found that there were new factors formed by the presence of a number of clustered indicators which could then be represented as new factors that reflected the expectations of respondents in particular and bank customers in general. The conclusion obtained is that there are new factors formed: Automation, Information. Management Information Systems, Business Process, and Performance.


Introduction
The development of information technology is rapidly increasing and the role of information system management that is faster and felt from the business and operational aspects, most companies continue to compete to continue to create some innovations. Information systems and technology use banking to store and manage customer data and transactions that occur every day in real time. The use of Information Technology must be able to support the development of an organization. The presence of Information Technology makes management of information by employees in the information field easier and faster. XYZ is one of the companies engaged in banking. With the front end system (FES) application. FES itself is a web-based banking application that is used in all XYZ branches throughout Indonesia as a support in banking operations. With the increasing importance of the FES application for the sustainability of the XYZ business and XYZ customers. Within a period of 6 months after the implementation of the FES application apparently there were still issues and constraints reported by branch offices spread throughout Indonesia. Defact report reported to FES by the branch (Production) obtained from October 2018 to March 2019. *Corresponding Author: wahyu.s@binus.ac.id From the graph above, it can be seen the problems that are being faced by the company. The percentage of the number of issues that did not reach the expected target every month so that it became the findings of the business IT audit team and as evidence of the non-smooth implementation of the front end system. This is the process of confirmation and verification that the service and product do not meet the expected target and the successful implementation of the front end System (FES) project is very important for the company's progress going forward The problem formulation in this research is to determine what factors help the successful implementation of the front end system. And what indicators can help the successful implementation of the front end system. Look for factors, indicators, that cause FES often experience problems when implemented in production. As a reference for evaluating the impact of implementing banking applications, optimizing the level of implementation of the front end system, as a reference for documentation, and information in planning the

Literature Review
In the development of information technology. the role of the system in the banking industry at this time is very necessary in decision making. The presence the system in banking industry makes managing information easier and faster to complete a predetermined target. The system is a collection of interrelated components and has a similar function to achieve several results. Meanwhile, the System is a collection of elements organized to achieve the goal of processing the available information [1]. From the above understanding it can be concluded that the system is a collection of components that are organized with each other that has a function to process information that is there. Information is the result of data processing so that it becomes valuable to the recipient and is useful when making decisions [2]. The definition is the definition of information in the use of information systems of raw data that has been processed to provide results in it [3]. From the above understanding it is concluded that the data has been processed and can be used to facilitate decision making. Basically an information system is merger of IT and information to support operations and management [4]. Information system is the process of gathering, analyzing and disseminating information for a particular purpose [5]. Information system is the process of gathering, analyzing, information to achieve the goals that have been set [6]. Apart from that, another opinion, information systems a merger of people, hardware, software, and databases that collect, change and disseminate information in an organizational form. From the above understanding it can be concluded that the information system is a procedure that collects, processes, stores, analyzes, and disseminates information for specific purposes for most well-computerized information systems in an organization. Quality is a characteristic of a system that meets user criteria consisting of satisfactory indicators, effectiveness, user turn-over. Efficiency, and unsatisfactory. For an organization the quality of the system is very important and can increase added value that benefits the organization [7]. Factor analysis is a procedure used to reduce data that still contains a collection of information. The main purpose of factor data analysis is to describe the diversity among the many variables which can be distinguished in a number of fundamental properties but cannot be observed in quantity. The stages of data processing in factor analysis: a. Determine the adjustment matrix for sub-factors. b. Conduct a data feasibility test if a factor analysis is suitable. c. Determine the proportion of diversity that will know how many factors will be formed d. Steps in processing data using factor analysis. e. Determine the validity of the tested factors. Capability Mature Model Integration (CMMI) is a model approach that serves to improve the software process (software process) within the organization to become more efficient and effective. CMMI is one of the maturity models used to improve process improvement in an organization [8].

Research Instrument Development
The results of the literature study conducted by researchers regarding the relevance of the development of systems in organizations obtained a matrix. The results of this study will produce several new factors which are a representation of the existence of a number of factors that are dominantly grouped and represent the respondents' perceptions of the implementation of the application that is currently used. So that these results can later be used as an identification of the problems that have been faced so far and can be used as a reference for improvement and improvement of the front end system in the future. Various constraints revealed in the research can be used for decision making and future strategy formulation in order to increase the value of the company.

Methodology
After formulating the problem being faced, the next step in this research is to evaluate a system that was created and developed based on the method of literature related studies and savings on the Bank XYZ, which includes direct observation of the running system, interviews, and conducting data collection using questionnaires in finding and gathering information related to the efficiency and effectiveness of the system running. Researchers conduct data collection activities by conducting observations, interviews, and distributing questionnaires to the users of both the IT department and business department to obtain information related to the efficiency and effectiveness and impact of the system that has been used to obtain relevant information needed in research.

Figure 2. Thinking Framework
It is preceded by searching for information contained within the company by direct observation to the front end system (FES) used by the Bank XYZ. Then proceed with interviews with the people involved in it both from the IT division and the business division, the concept of problem solving is based on sources from literature studies, literature, journals in accordance with the topics raised in this discussion, so that factors can be determined and indicators in preparing the questionnaire. The researcher determines indicators based on existing factors and transforms them into research instruments for information gathering needs. And build research instruments from existing indicators. Researchers collect data by building and distributing questionnaires in accordance with company conditions. Data from the questionnaire were collected, after which the researcher conducted a factor analysis of the results of the questionnaire. Through the development of research instruments based on existing theories by determining related factors and indicators based on a number of existing references, in the end obtained a number of statements that will be used in developing a questionnaire that is built based on a Likerd scale with 5 (five) choices between very disagree to strongly agree. Then the respondent's data was taken through a random sampling system.

Result and Discussion
Reliability testing is the most commonly used questionnaire of the reliability testing technique value > 0.9 is very good, and if the value> 0.7 is said to be acceptable. With the discovery of 5 new factors obtained after going through a factor analysis namely, System Automation, Knowledge Information System Management Information System, Quality of Business Process and Implementation, these five factors will be used by the author to evaluate the implementation. From previous studies from international and national journals used as a theoretical basis and research references related to the Quality Assurance in Information System with various methods according to their needs. The following is a list of studies with topics related to Quality Assurance in Information System that have been conducted.

Conclusion
The conclusion of the evaluation of the implementation of front end system production issues of PT. Bank XYZ by using a factor analysis involving 176 respondents, the researchers proved that found 5 new factors that influence the implementation namely Automation Systems, Knowledge Information Systems, Management Information Systems, Business Process Quality, Application Performance. Each new factor found presents several indicators. The first factor is the Automation System which consists of several indicators, namely: Automation, Testing, Unsatisfactory, Design, Efficiency, Analyst, Planning, Effectiveness. The second factor is the Knowledge Information System which consists of several indicators, namely: Stable, Ease of Learning, Responsive, Relevant, Stable. The third factor is the Management Information System which consists of several indicators, namely: Decision Making, Accurate, Contribution, Turn Over System Users. The fourth factor is the Quality of Business Processes consisting of several indicators, namely: IT integrated business processes, Alignment of Vision -Business mission, Process Accountability. The fifth factor is Application Performance which consists of indicators, namely: Implementation. With the existence of several new factors that are formed, it is expected that the company can concentrate more on these factors to improve service to customers for factors related to external parties and improvements to internal business processes for a number of related new factors. The next suggestion is to build a linear regression model using these new factors as independent variables, utilizing the data score factor formed and using the current respondent's perception data as the dependent variable.