THE IMPLEMENTATION OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) ONCUSTOMER SERVICE INFORMATION SYSTEM CASE STUDY: CREATIVE HOUSE OGAN ILIR INDRALAYA

Penulis

  • Shabrina Amatullah Universitas Sriwijaya
  • Hidayah Syafitri Universitas Sriwijaya
  • Rizki Delima Universitas Sriwijaya
  • Ali Ibrahim Universitas Sriwijaya

Kata Kunci:

CRM, Customer Service Information Systems, Costumer Satisfaction, Web, Service Quality

Abstrak

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.

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Biografi Penulis

  • Shabrina Amatullah, Universitas Sriwijaya

    Fakultas Ilmu Komputer

    Jurusan Sistem Informasi

  • Hidayah Syafitri, Universitas Sriwijaya

    Fakultas Ilmu Komputer

    Jurusan Sistem Informasi

  • Rizki Delima, Universitas Sriwijaya

    Fakultas Ilmu Komputer

    Jurusan Sistem Informasi

  • Ali Ibrahim, Universitas Sriwijaya

    Dosen Fakultas Ilmu Komputer

    Jurusan Sistem Informasi

Referensi

AFRINA, M., & IBRAHIM, A. 2013. Rancang Bangun Electronic Costumer Relationship Management (E-CRM) Sebagai Sistem Informasi Dalam Peningkatan Layanan Perpustakaan Digital Fakultas Ilmu Komputer Unsri. Jurnal Sistem Informasi (JSI), 5(2), 629–644.

AFRINA, M., & IBRAHIM, A. 2013. Rancang Bangun Electronic Costumer Relationship Management (E-CRM) Sebagai Sistem Informasi Dalam Peningkatan Layanan Perpustakaan Digital Fakultas Ilmu Komputer Unsri. Jurnal Sistem Informasi (JSI), 5(2), 629–644.

CAHYONO, N. 2014. Implementasi Fitur Electronic Customer Relationship Management pada Rekam Medis. Jnteti, 3(3), 168–173.

CARISSA, A. O., FAUZI, A., & KUMADJI, S. 2014. Penerapan Customer Relationship Management ( Crm ) Sebagai Upaya UntukMeningkatkan Loyalitas Pelanggan ( Studi Kasus pada Bandung Sport Distro Malang ). Jurnal Administrasi Bisnis, 15(1).

DYANTINA, O., AFRINA, M., & IBRAHIM, A. 2012. Penerapan Customer Relationship Management (CRM) Berbasis Web (Studi Kasus Pada Sistem Informasi Pemasaran di Toko YEN-YEN). Sistem Informasi, 4(2), 516–529.

FARDHANI, K. F., RACHMAWATI, I., & PRABOWO, F. S. 2016. Pengaruh Customer Relationship Management ( CRM ) Terhadap Loyalitas Pelanggan English First Samarinda The Effect Of Customer Relationship Management ( Crm ) On Customer ’ S Loyalty Of English First Samarinda. E-Proceeding of Management, 3(2), 986–989.

Diterbitkan

26-05-2018

Terbitan

Bagian

Ilmu Komputer

Cara Mengutip

THE IMPLEMENTATION OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) ONCUSTOMER SERVICE INFORMATION SYSTEM CASE STUDY: CREATIVE HOUSE OGAN ILIR INDRALAYA. (2018). Jurnal Teknologi Informasi Dan Ilmu Komputer, 5(2), 225-230. https://jtiik.ub.ac.id/index.php/jtiik/article/view/555