PENERAPAN CUSTOMER RELATIONSHIP MANAGEMENT (CRM) UNTUK MENINGKATKAN KEPUASAN PELANGGAN PADA PT. MAJU MOTOR GROUP

VANIA, ALMIRA and Ibrahim, Ali (2022) PENERAPAN CUSTOMER RELATIONSHIP MANAGEMENT (CRM) UNTUK MENINGKATKAN KEPUASAN PELANGGAN PADA PT. MAJU MOTOR GROUP. Undergraduate thesis, Sriwijaya University.

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Abstract

Kemajuan teknologi informasi terhadap pelayanan yang baik pada pelanggan sangat berpengaruh dalam dunia bisnis otomotif yang menyebabkan para pesaing bisnis berusaha meningkatkan keunggulan dan mutu pelayanan. Maka dari itu, penelitian ini bertujuan untuk meningkatkan kepuasan pelanggan yang dapat diakses secara online dan real time untuk mengukur kepuasan pelanggan terhadap pelayanan, mempermudah penyampaian informasi produk dan jasa serta memberikan rekomendasi peningkatan kualitas pelayanan yang sesuai. Metode penelitian pengembangan adalah Waterfall dengan melakukan pendekatan secara sistematis dan urut mulai dari level kebutuhan sistem lalu menuju ke tahap analisis, desain, coding, testing / verification, dan maintenance. Metode pengukuran kualitas layanan menggunakan metode Service Quality berupa kuesioner. Sistem usulan berbasis website yang menerapkan Customer Relationship Management memiliki fitur seperti pengelolaan data yang diharapkan akan membantu PT. Maju Motor Group dalam meningkatkan kualitas layanan dan memenuhi kebutuhan pelanggan.

Item Type:	Thesis (Undergraduate)
Subjects:	T Technology > T Technology (General) > T1-995 Technology (General) T Technology > T Technology (General) > T1-995 Technology (General) > T11 General works > T11.3 Technical correspondence T Technology > T Technology (General) > T10.5-11.9 Communication of technical information > T11 General works > T11.3 Technical correspondence T Technology > T Technology (General) > T10.5-11.9 Communication of technical information > T11.3 Technical correspondence T Technology > T Technology (General) > T175-178 Industrial research. Research and development > T175.5 Management. Organization T Technology > T Technology (General) > T1-995 Technology (General) > T313.I55 Indonesia (Table T6) T Technology > T Technology (General) > T58.4 Managerial control systems Information technology. Information systems (General) T Technology > T Technology (General) > T58.6-58.62 Management information systems T Technology > T Technology (General) > T59.7-59.77 Human engineering in industry. Man-machine systems T Technology > T Technology (General) > T59.7-59.77 Human engineering in industry. Man-machine systems > T59.77 Working environment Cf. TS187 Plant utilities Work measurement. Methods engineering Including time and motion study, work study, etc.
Divisions:	09-Faculty of Computer Science > 57201-Information Systems (S1)
Depositing User:	Almira Vania
Date Deposited:	03 Aug 2022 05:05
Last Modified:	03 Aug 2022 05:05
URI:	http://repository.unsri.ac.id/id/eprint/75898

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