Perancangan Sistem Informasi Customer Relationship Management (CRM) untuk Meningkatkan Loyalitas dan Pelayanan Customers Berbasis Web dengan Model Waterfall

Authors

  • Hadi Zakaria Universitas Pamulang
  • Aida Eka Marlia Universitas Pamulang

Keywords:

Design, Information System, Customers Relationship Management, Waterfall

Abstract

Customer Relationship Management (CRM) is defined as a single unit of sales, marketing and service strategies that prevent uncoordinated work activities between parts well and that depends on coordinated company actions. In this study, the system development model used using the waterfall model is a classic model that is systematic, sequential in building software (Mira, 2013). The advantage of this model is that the development process is very structured and systematic, through the definition of needs, so that gaps or gaps that occur between the needs and the system produced can be reduced and produce clear development direction for management. Until now, data services are still not integrated, resulting in unsatisfactory service to consumers, the absence of a customer complaint system so that companies can find out complaints in the form of criticism and suggestions to improve service to customers. In this study will build CRM on PT. Srikandi Diamond Motor by using the Waterfall model so that the system is integrated and can improve service to customers and make customer complaints so that companies can find out complaints in the form of criticism and suggestions to improve service to customers. Based on the results of the implementation and testing of this system it can be concluded that the application of data processing systems has been integrated with each other so that it can improve the quality of service to customers, in the implementation of the customer complaint system has been very helpful for companies in knowing complaints in the form of criticism and suggestions to improve service to customers.

References

Kadir, A. (2013) Pengenalan Sistem Informasi. Yogyakarta: Andi Offset.

Wardhana, A. (2013) Pengaruh Kualitas Pelayanan dan Citra Merek Bengkel Resmi Terhadap Nilai Pelanggan Serta Implikasinya Pada Kepuasan Pelanggan (Suatu Survey Pada Pelanggan Bengkel Resmi Kendaraan Mpv di Bawah 2500 cc di kota bandung). Vol.2 No.3, Januari 2013.

Sukoco, A. A. (2003) I-CRM Membina Relasi Dengan Pelanggan. Yogyakarta: Andi

Anamisa, D. R. (2010) Pemrograman Basis Data Berbasis Web Menggunakan PHP Dan MySQL. Yogyakarta: Graha Ilmu.

Ersi D. Y. & Semuel, H. (2014) Analysis CRM, Kepuasan Pelanggan dan Loyalitas Produk Ukm Berbasis Bahan Baku Terigu di Jawa Timur. Vol. 8, No. 1, April 2014

Sitindaon, F. (2003) Membuat Aplikasi Web Database Dinamis Menggunakan Paket Open Source. Jakarta: Elex Media Komputindo.

Alatas, A. (2013) Responsive Web Design Dengan PHP Dan Bootstrap. Yogyakarta: Lokomedia.

Al-Amin, I. H, & Kristanto A. (2014) Aplikasi Customer Relationship Management (CRM) di cv. Matahari Digital Printing Semarang. Vol 8 No 2 Juli 2014, h.49 – 65.

Imasari, K, & Nursalin, K. K. (2011) Pengaruh Customer Relationship Management Terhadap Loyalitas Pelanggan Pada PT BCA Tbk Influence of Customer Relationship Management Toward Customer Loyalty on PT. BCA Tbk. Vol. 10, No. 3, Desember 2011.

Ladjamudin, A. B. 2005. Analis dan Desain Sistem Informasi. Yogyakarta : Graha Ilmu.

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. VOL. 5, NO. 2, Oktober 2013.

Oetomo & Dharma, B. S. (2007) Pengantar Teknologi Informasi Internet: Konsep dan Aplikasi. Yogyakarta: Andi.

Kotler, P. (2003) Marketing Management. Jilid 2 Edisi 13. Erlangga.2003

Rohy (2014) Smart Trik JQuery Without Plugin. Yogyakarta: Andi Offset.

Rosa, A. S. & Shalahuddin, M. 2013. Rekayasa Perangkat Lunak Terstruktur Dan Berorientasi Objek. Bandung: Informatika Bandung.

Kusnandar, T. 2011. Penerapan CRM Dengan Sistem Informasi Berbasis Web Untuk Kepuasan Pelanggan. Vol. 5, No. 1, Juni 2011, 6-13.

Downloads

Published

2019-04-30

How to Cite

Zakaria, H., & Marlia, A. E. (2019). Perancangan Sistem Informasi Customer Relationship Management (CRM) untuk Meningkatkan Loyalitas dan Pelayanan Customers Berbasis Web dengan Model Waterfall. Jurnal Teknologi Sistem Informasi Dan Aplikasi, 2(2), 66–72. Retrieved from https://openjournal.unpam.ac.id/index.php/JTSI/article/view/2804

Issue

Vol. 2 No. 2 (2019): Jurnal Teknologi Sistem Informasi dan Aplikasi

Section

Article

License

Copyright (c) 2019 Hadi Zakaria, Aida Eka Marlia

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

Authors who publish with this journal agree to the following terms:

  1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
  2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
  3. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).

Jurnal Teknologi Sistem Informasi dan Aplikasi have CC BY-NC or an equivalent license as the optimal license for the publication, distribution, use, and reuse of scholarly work.

In developing strategy and setting priorities, Jurnal Teknologi Sistem Informasi dan Aplikasi recognize that free access is better than priced access, libre access is better than free access, and libre under CC BY-NC or the equivalent is better than libre under more restrictive open licenses. We should achieve what we can when we can. We should not delay achieving free in order to achieve libre, and we should not stop with free when we can achieve libre.

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International (CC BY-NC 4.0) License

YOU ARE FREE TO:

  • Adapt - remix, transform, and build upon the material for any purpose, even commercially.
  • The licensor cannot revoke these freedoms as long as you follow the license terms