PENERAPAN CUSTOMER RELATIONSHIP MANAGEMENT (CRM) BERBASIS WEBSITE UNTUK MENINGKATKAN KUALITAS LAYANAN PADA PERUMDA TIRTA MUSI PALEMBANG

ASHROF, MUHAMMAD IQBAL and Hardiyanti, Dinna Yunika (2025) PENERAPAN CUSTOMER RELATIONSHIP MANAGEMENT (CRM) BERBASIS WEBSITE UNTUK MENINGKATKAN KUALITAS LAYANAN PADA PERUMDA TIRTA MUSI PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

In the digital era, implementing web-based Customer Relationship Management (CRM) has become an innovative solution to enhance customer service quality. This study aims to implement CRM in the service system of the Regional Drinking Water Company (Perumda) Tirta Musi Palembang to facilitate customers in applying for new water meter installations and submitting complaints online.The research employs the Rapid Application Development (RAD) methodology, which enables fast and iterative system development. Data collection methods include observation, interviews, and literature studies. The findings indicate that the CRM-based system significantly improves customer service efficiency, reduces waiting times, and provides easier access for customers to conduct transactions and report issues.The study concludes that implementing a web-based CRM system significantly enhances the service quality of Perumda Tirta Musi Palembang. Future recommendations include optimizing system features, improving data integration, and strengthening communication strategies with customers.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Customer Relationship Management, CRM berbasis Website, Layanan Pelanggan, Rapid Application Development, Perumda Tirta Musi Palembang.
Subjects:	T Technology > T Technology (General) > T58.6-58.62 Management information systems
Divisions:	09-Faculty of Computer Science > 57201-Information Systems (S1)
Depositing User:	Muhammad Iqbal Ashrof
Date Deposited:	22 May 2025 04:58
Last Modified:	22 May 2025 04:58
URI:	http://repository.unsri.ac.id/id/eprint/173617

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