Ishami, Farhan (2017) Pengembangan Sistem Self-Service Reservation Pada Everyday Smart Hotel Malang Menggunakan Customer Relationship Management (CRM) Operasional Modul Sales Force Automation Dan Service Automation. Sarjana thesis, Universitas Brawijaya.
Abstract
Customer Relationship Management (CRM) merupakan proses mengelola interaksi antar perusahaan dengan pelanggan mengenai penjualan dan layanan perusahaan yang memanfaatkan informasi terintegrasi untuk memahami perilaku pelanggan dan memberikan pelayanan yang terbaik. Penelitian ini dilakukan pada Everyday Smart Hotel Malang yang salah satu kegiatannya adalah proses pemesananan. Dimana saat ini proses pemesanan memiliki dua cara yaitu melalui agen travel atau agen travel online dan proses pemesanan secara langsung. Namun pada kegiatan tertentu, pelanggan lebih banyak melakukan pemesanan secara langsung. Dimana pada proses pemesanan masih sering terjadinya antrian yang cukup panjang, informasi yang diterima pelanggan kurang lengkap, sehingga menyebabkan pelanggan meninggalkan Everyday Smart Hotel. Dengan adanya permasalahan tersebut maka diperlukan penerapan metode Customer Relationship Management (CRM) Operasional modul Sales Force Automation (SFA) dan Service Automation (SA) aktivitas Customer Self-Service yang bertujuan untuk meningkatkan pelayanan dan kepuasan pelanggan dengan menerapkan sistem informasi berbasis web yang terintegrasi sehingga waktu yang butuhkan lebih efisien. Hasil dari penerapan sistem Customer Relationship Management (CRM) adalah pada aspek efektivitas, didapatkan keberhasilan 97% untuk pelanggan dan 92% untuk receptionist. Pada aspek efisiensi, hasil waktu rata-rata pengerjaan yang didapat 80% untuk pelanggan dan 83% untuk receptionist lebih efisien. Kemudian pada aspek kepuasan pengguna memiliki enam belas pertanyaan masing-masing responden bernilai baik
English Abstract
Customer Relationship Management (CRM) is the process of menaging interaction between companies and customers regarding sales and service who utilize some integrated information to understand customer behaviour and serve the best service. This research was held at Everyday Smart Hotel Malang which one of activities is reservation process.Currently, the ordering has two process through online travel agent and booking process directly. But on certain activites, many customers make reservation directly. Furthermore, ordering process is often the occurrence of long queues, information received by customers is not complete, so customers involved to leave Everyday Smart Hotel. Regarding of this case hence need operational Customer Relationship Ranagement (CRM) module Sales Force Automation (SFA) and Service Automation (SA) Customer Self-service activity in order to improve service and customer satisfaction by applying integrated web-based system information then it will be more efficient. The result of this Customer Relationship Management (CRM) system for effectivity aspect, the result was 97% for customers and 92% for receptionist. For efficiency aspect, average time result 80% for the customer and 83% for receptionist more efficient. Then, for user satisfaction, the result was better because it has sixteen statement good for customers and receptionist .
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FTIK/2017/468/051707790 |
| Uncontrolled Keywords: | Manajemen Hubungan Pelanggan, Self-Service, Hotel, Usability Testing, PSSUQ |
| Subjects: | 000 Computer science, information and general works > 004 Computer science > 004.068 Information technology--Management |
| Divisions: | Fakultas Ilmu Komputer > Sistem Informasi |
| Depositing User: | Yusuf Dwi N. |
| Date Deposited: | 20 Sep 2017 04:06 |
| Last Modified: | 25 Jan 2022 01:53 |
| URI: | http://repository.ub.ac.id/id/eprint/2775 |
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