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

Penerapan Strategi Customer Relationship Management (CRM) Pada Sistem Informasi Pelayanan Pelanggan Studi Kasus: Rumah Kreatif Ogan Ilir Indralaya

Jurnal Teknologi Informasi dan Ilmu Komputer (JTIIK) · Vol. 5 No. 2 (2018) · pp. 225–230

ISSN
2528-6579, 2355-7699
Published
2018-05-26
Publisher
Fakultas Ilmu Komputer, Universitas Brawijaya
Language
id

Abstract

English

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.

Bahasa Indonesia

Sistem Informasi Pelayanan Pelanggan yang menerapkan strategi Customer Relationship Management (CRM) merupakan alat yang digunakan untuk mendukung pelaksanaan usaha pada Rumah Kreatif Ogan Ilir Indralaya sehingga dapat meningkatkan kualitas pelayanan terhadap pelanggannya. Penerapan strategi CRM ini menggunakan sistem berbasis web yang bisa mengelola data pelanggan, promosi produk, data penjualan produk dan pengelolaan layanan pelanggan yang digunakan untuk menyimpan pertanyaan pelanggan untuk menciptakan hubungan baik dengan pelanggan. Adapun tujuan penerapan strategi CRM pada sistem informasi diatas adalah untuk mempertahankan pelanggan yang telah ada dengan meningkatkan kepuasan pelanggan terhadap pelayanan. Tingkat kepuasan pelanggan tersebut akan dapat diketahui dari kuesioner yang hasilnya akan digunakan perhitungan metode Servqual (Service Quality). Dengan penerapan strategi Customer Relationship Management pada sistem informasi pelayanan pelanggan ini diharapkan penyajian informasi dan pelayanan dapat lebih cepat dan mudah. AbstractCustomer 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.

Keywords

Collaboration network of the authors

4 authors · 6 co-authorship links

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  • Sriwijaya University
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
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Co-authorOrganisationJoint articles

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://jtiik.ub.ac.id/index.php/jtiik/en/oai, first harvested 27 Okt 2026, last seen 27 Okt 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en">THE IMPLEMENTATION OF CUSTOMER RELATIONSHIP MANAGEMENT  (CRM) ONCUSTOMER SERVICE INFORMATION SYSTEM CASE  STUDY: CREATIVE HOUSE OGAN ILIR INDRALAYA</dc:title>
	<dc:title xml:lang="id">Penerapan Strategi Customer Relationship Management (CRM) Pada Sistem Informasi Pelayanan Pelanggan Studi Kasus : Rumah Kreatif Ogan Ilir Indralaya</dc:title>
	<dc:creator xml:lang="en">Amatullah, Shabrina</dc:creator>
	<dc:creator xml:lang="en">Syafitri, Hidayah</dc:creator>
	<dc:creator xml:lang="en">Delima, Rizki</dc:creator>
	<dc:creator xml:lang="en">Ibrahim, Ali</dc:creator>
	<dc:subject xml:lang="en">CRM</dc:subject>
	<dc:subject xml:lang="en">Customer Service Information Systems</dc:subject>
	<dc:subject xml:lang="en">Costumer Satisfaction</dc:subject>
	<dc:subject xml:lang="en">Web</dc:subject>
	<dc:subject xml:lang="en">Service Quality</dc:subject>
	<dc:subject xml:lang="id">CRM</dc:subject>
	<dc:subject xml:lang="id">sistem informasi pelayanan pelanggan</dc:subject>
	<dc:subject xml:lang="id">kepuasan pelanggan</dc:subject>
	<dc:subject xml:lang="id">web</dc:subject>
	<dc:subject xml:lang="id">service quality</dc:subject>
	<dc:description xml:lang="en">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.</dc:description>
	<dc:description xml:lang="id">Sistem Informasi Pelayanan Pelanggan yang menerapkan strategi Customer Relationship Management (CRM) merupakan alat yang digunakan untuk mendukung pelaksanaan usaha pada Rumah Kreatif Ogan Ilir Indralaya sehingga dapat meningkatkan kualitas pelayanan terhadap pelanggannya. Penerapan strategi CRM ini menggunakan sistem berbasis web yang bisa mengelola data pelanggan, promosi produk, data penjualan produk dan pengelolaan layanan pelanggan yang digunakan untuk menyimpan pertanyaan pelanggan untuk menciptakan hubungan baik dengan pelanggan. Adapun tujuan penerapan strategi CRM pada sistem informasi diatas adalah untuk mempertahankan pelanggan yang telah ada dengan meningkatkan kepuasan pelanggan terhadap pelayanan. Tingkat kepuasan pelanggan tersebut akan dapat diketahui dari kuesioner yang hasilnya akan digunakan perhitungan metode Servqual (Service Quality). Dengan penerapan strategi Customer Relationship Management pada sistem informasi pelayanan pelanggan ini diharapkan penyajian informasi dan pelayanan dapat lebih cepat dan mudah. AbstractCustomer 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.</dc:description>
	<dc:publisher xml:lang="en">Fakultas Ilmu Komputer, Universitas Brawijaya</dc:publisher>
	<dc:date>2018-05-26</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://jtiik.ub.ac.id/index.php/jtiik/article/view/555</dc:identifier>
	<dc:source xml:lang="id">Jurnal Teknologi Informasi dan Ilmu Komputer; Vol 5 No 2: April 2018; 225-230</dc:source>
	<dc:source xml:lang="en">Jurnal Teknologi Informasi dan Ilmu Komputer; Vol. 5 No. 2: April 2018; 225-230</dc:source>
	<dc:source>2528-6579</dc:source>
	<dc:source>2355-7699</dc:source>
	<dc:source>10.25126/jtiik.201852</dc:source>
	<dc:language>id</dc:language>
	<dc:language>en</dc:language>
	<dc:relation>https://jtiik.ub.ac.id/index.php/jtiik/article/view/555/pdf</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2018 Jurnal Teknologi Informasi dan Ilmu Komputer</dc:rights>
</oai_dc:dc>