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All Journal JURNAL SISTEM INFORMASI BISNIS Jurnal Ilmiah Dinamika Rekayasa (DINAREK) JURNAL AKUNIDA
Nofiyati Nofiyati, Nofiyati
STMIK Banjarnegara
Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Economics, Econometrics & Finance Electrical & Electronics Engineering Engineering Industrial & Manufacturing Engineering Social Sciences Other

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Journal : JURNAL SISTEM INFORMASI BISNIS

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Penerapan Cutomer Relationship Management (CRM) Dengan Menggunakan Metode Analytic Network Process (ANP) Pada Perusahaan Ritel Nofiyati, Nofiyati; Sediyono, Eko; Nurhayati, Oky Dwi
JSINBIS (Jurnal Sistem Informasi Bisnis) Vol 3, No 3 (2013): Volume 3 Nomor 3 Tahun 2013
Publisher : Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21456/vol3iss3pp

Abstract

Retail industry or retail business is a fast-growing business in the midst of global competition conditions. One strategy to attract more consumers are Customer Relationship Management (CRM). The successful implementation of CRM in the enterprise is influenced by several environmental perspectives, strategies, customers and products / services, processes, participants, infrastructure, and information technology are integrated in the framework of Work System (WS). This research was carried out by applying the method of Multiple Criteria Decision Making (MCDM) that is able to accommodate the outer and inner linkage from multiple nodes / indicators are considered, namely the Analytical Network Process (ANP) to rank the quality of implementation CRM in retail companies and strong influential node / indicator of the best retail among three alternative the consisting of Alfamart, Indomaret and Smesco mart. From the results of application ANP method, obtained the rank quality of implementation CRM in retail companies with first rank is Indomaret the value of 1.0000; and the second is Alfamart with a value 0.9575; and the third is Smesco mart with a value of 0.8034. While node / indicator strong influence on the the best retail is level of chaos, long and short term planning, customer service, system integration, appropriate skills, technical infrastructure, easily of use and accessibility of information.   Keywords: Ritel, Customer Relationship Management (CRM), Analytic Network Process (ANP), Kerangka Work System (WS).
Co-Authors Dadang Iskandar, Dadang Eko Sediyono Lasmana, Andy Lasmana, Andy Oky Dwi Nurhayati