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All Journal Jurnal Teknologi Informasi dan Ilmu Komputer Journal of Information Systems Engineering and Business Intelligence
Shabrina Amatullah
Universitas Sriwijaya
Computer Science & IT Engineering

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Penerapan Strategi Customer Relationship Management (CRM) Pada Sistem Informasi Pelayanan Pelanggan Studi Kasus : Rumah Kreatif Ogan Ilir Indralaya Shabrina Amatullah; Hidayah Syafitri; Rizki Delima; Ali Ibrahim
Jurnal Teknologi Informasi dan Ilmu Komputer Vol 5 No 2: April 2018
Publisher : Fakultas Ilmu Komputer, Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1461.117 KB)

Abstract

Customer Service Information System that implements Customer Relationship Management (CRM) strategy is a tool used to drive Creative House Ogan Ilir Indralaya so as to improve the quality of service to its customers. The implementation of this CRM strategy uses a web-based system that can manage customer data, product promotions, product sales data and customer service used for customers. The purpose of the implementation of CRM strategy in information systems is to retain existing customers by increasing customer satisfaction to service. The level of user satisfaction will be known from the questionnaire to be used in the Servqual (Quality of Service) method. With the implementation of Customer Relationship Management strategy in customer service information system expected information and services can be more quickly and easily.
Implementing Customer Relationship Management to Increase Education Service using Service Quality Method Ali Ibrahim; Shabrina Amatullah
Journal of Information Systems Engineering and Business Intelligence Vol. 4 No. 2 (2018): October
Publisher : Universitas Airlangga

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (302.904 KB) | DOI: 10.20473/jisebi.4.2.148-155

Abstract

Schools are one means for students to get education services. Therefore, schools are required to be able to provide good facilities and services for young people who are able and able to work together in community development. However, on the side of customer satisfaction, the school still has shortcomings and not yet optimal, for example seeing the satisfaction of the parents of students, teachers, and students all used questionnaires that are only used in the Certain period of time such as UAS, complaints, criticism advice and consultation are still not stored well (paper-based). In the CRM concept itself has a goal in terms of customer satisfaction, how to see and measure these things, how to formulate and get a definite value of customer satisfaction. then to get valid values used questionnaire instrument, then for the calculation using one method, namely service quality (servqual) which is done by calculating the difference between customer perceptions and customer expectations of a school in accordance with 5 dimensions of service quality, namely: Tangibles (proof measured), Reliability, Responsiveness, Assurance, and Empathy. That it can be seen the value of school customer satisfaction is -0.19 (parents), -0.384 (students) and -0.2167 (teachers). It can be concluded that the value of school customer satisfaction is in the moderate classification, the results of this calculation can be used as a benchmark for improving education services.
Co-Authors Ali Ibrahim Hidayah Syafitri Rizki Delima