Rancang Bangun Sistem E-CRM (Electronic Customer Relationship Management) (Studi Kasus : Toko Buku Togamas Malang).

Rachmasari, Lovina (2015) Rancang Bangun Sistem E-CRM (Electronic Customer Relationship Management) (Studi Kasus : Toko Buku Togamas Malang). Sarjana thesis, Universitas Brawijaya.

Abstract

Togamas merupakan toko buku diskon yang memiliki banyak pelanggan. Namun segala kebutuhan yang berorientasi pada pelanggan masih kurang efisien. Untuk mengatasi masalah tersebut dapat diterapkan metode CRM (Customer Relationship Management) yang berguna untuk mengelola relasi antar pelanggan dan perusahaan dalam rangka peningkatan loyalitas pelanggan dengan memanfaatkan media elektronik. Penggunaan metode CRM dengan menggunakan media elekronik biasa disebut E-CRM (Electronic Customer Relationship Management). Konsep CRM yang diterapkan berfokus pada Entreprise Management Automation (EMA) dan Service Automation (SA). Yang termasuk dalam fitur EMA antara lain managemen promo dan member, sedangkan fitur yang termasuk SA adalah managemen saran, keluhan dan pertanyaan dari pelanggan. Pengujian dari sistem ini menggunakan black box dan user testing. Berdasarkan pengujian black box, sistem telah dapat berjalan dengan baik yang ditandai dengan tiap-tiap fungsi dapat dijalankan tanpa kesalahan. Sedangkan dari sudut pandang user testing cenderung positif dengan hasil variabel kemudahan Sangat Setuju sebanyak 24% dan Setuju sebanyak 66% sedangkan variabel manfaat Setuju sebanyak 68% dan Sangat Setuju sebanyak 24%. Dilihat dari hasil mayoritas menunjukkan bahwa sistem dapat memberikan kemudahan dan manfaat bagi pengguna.

English Abstract

Togamas is a discount book store that has many customers. But all the needs of a customer-oriented is still less efficient. To overcome these problems can be applied method of CRM (Customer Relationship Management) are useful for managing the relationship between the customer and the company in order to increase customer loyalty by utilizing electronic media. The use of CRM methods using electronic media commonly called E-CRM (Electronic Customer Relationship Management). CRM concept is applied focusing on Entreprise Management Automation (EMA) and Service Automation (SA). Which includes the features include management EMA promo and members, while features including SA is the management of suggestions, complaints and questions from customers. Tests of this system using a black box and user testing. Based on black box testing, the system was able to run well marked by each function can be executed without error. Meanwhile, from the standpoint of user testing tend to be positive with the results variabel ease Strongly Agree as much as 24% and Agree as much as 66% while variable Agree benefit as much as 68% and Strongly Agree as much as 24%. Judging from the results indicate that the majority of the system can provide convenience and benefits to the user.

Item Type: Thesis (Sarjana)
Identification Number: SKR/FTIK/2015/71/051500960
Subjects: 000 Computer science, information and general works > 005 Computer programming, programs, data
Divisions: Fakultas Ilmu Komputer > Teknik Informatika
Depositing User: Budi Wahyono Wahyono
Date Deposited: 10 Feb 2015 13:17
Last Modified: 21 Oct 2021 04:05
URI: http://repository.ub.ac.id/id/eprint/146596
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