Enterprise architecture on digital services industry for electronic customer feedback using togaf

The digital services industry is currently beginning to grow rapidly in the world due to the existence of Industry 4.0 which brings great benefits to businesses, es-pecially in terms of technology growth. The problem that arises in the current state is that customer feedback data only reaches the service provider, while it is necessary to reach the partners and suppliers of the service provider. An example is an online ticket company, such as Traveloka.com or Tiket.com; customer data only reaches the online ticket company, not necessarily the suppliers and partners. This qualitative research was conducted by mapping the value chain of the digital services industry with TOGAF. The aim of this study is to gain an overview of the design of an enterprise architecture model for fulfilling customer feedback information electronically and automatically providing it to service companies, partners and suppliers. By leveraging the existing value chain in the digital services industry by taking on the responsibilities of the service provider and then doing the value chain mapping with TOGAF result in the design of a model in four phases which are the phases of the TOGAF, namely architecture vision, business architecture, information systems architecture and technology architecture. This is the design of an electronic customer feedback governance model provided by the company to meet the customer’s information needs to reach partners and service providers. In this study, only the first four phases of TOGAF were reached because the first four phases were architecture in this study.