PENERAPAN E-CUSTOMER RELATIONSHIP MANAGEMENT (E-CRM) UNTUK MENINGKATKAN KUALITAS PELAYANAN PADA PELANGGAN MENGGUNAKAN METODE FRAMEWORK OF DYNAMIC CRM (STUDI KASUS: BAAN STORE PALEMBANG)

PUTRI, ENGGI RIZANI and Utama, Yadi and Putra, Pacu (2018) PENERAPAN E-CUSTOMER RELATIONSHIP MANAGEMENT (E-CRM) UNTUK MENINGKATKAN KUALITAS PELAYANAN PADA PELANGGAN MENGGUNAKAN METODE FRAMEWORK OF DYNAMIC CRM (STUDI KASUS: BAAN STORE PALEMBANG). Undergraduate thesis, Sriwijaya University.

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Abstract

Baan Store is one of a store that sells equipment items start from gadget accessories, kitchen tools, beauty equipment, children's toys, and fashion items. To improving service quality for customers, it is necessary to implement an Electronic Customer Relationship Management (E-CRM) with a special CRM method, namely Framework of Dynamic CRM which has three phases that are applied to the Baan Store website that has been created, that are acquiring new customers by applying the sharing feature product and product comparison (acquisition), retain customers by applying the latest product notification features directly through the web and customer’s mobile using the Short Message Service (SMS) Gateway feature (retention), and fostering good relationships that already exist with customers by implementing online surveys that use the calculation of Service Quality (expansion). Service Quality (ServQual) calculation method serves to measure the level of customer satisfaction. The results of online survey calculations state that 79% of customers expressed satisfaction with the quality of services provided by Baan Store.The system development method used is waterfall and the programming language is PHP (Personal Hypertext Preprocessor) and MySQL as the database.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	E-CRM, Framework of Dynamic CRM, waterfall, customers.
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:	Mrs Sri Astuti
Date Deposited:	02 Oct 2019 01:42
Last Modified:	02 Oct 2019 01:42
URI:	http://repository.unsri.ac.id/id/eprint/9952

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