PENERAPAN CUSTOMER RELATIONSHIP MANAGEMENT (CRM) BERBASIS WEB UNTUK MENINGKATKAN LAYANAN PADA APOTEK X MENGGUNAKAN METODE FRAMEWORK OF DYNAMIC CRM

ALBAROKAH, AZMIN and Yunika Hardiyanti, Dinna and Lestarini, Dinda (2021) PENERAPAN CUSTOMER RELATIONSHIP MANAGEMENT (CRM) BERBASIS WEB UNTUK MENINGKATKAN LAYANAN PADA APOTEK X MENGGUNAKAN METODE FRAMEWORK OF DYNAMIC CRM. Undergraduate thesis, Sriwijaya University.

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Abstract

Pharmacy is a pharmaceutical service facility where pharmacy practice is carried out by pharmacists to ensure the quality of pharmaceutical services in pharmacies, it is necessary to evaluate the quality of pharmaceutical services. This study aims to improve services at web-based pharmacies. This study applies Customer Relationship Management using the Framework of Dynamic CRM and waterfall methods as a system development method. This research data collection uses a questionnaire by applying assessment indicators from the E-Service Quality method which will later be distributed to the public to provide responses related to services at pharmacies before and after the application of web-based CRM and then measured using a Likert scale. The results of the study on the indicators of efficiency, reliability, guarantee, privacy, responsiveness, compensation, and contact showed gab values of 0.43, 0.11, 0.33, 0.22, 0.25, 0.47, and 0.31. The positive gap value indicates that the indicators of efficiency, reliability, assurance, privacy, responsiveness, compensation and contacts in system development after implementing CRM can improve services at pharmacies.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Customer Relationship Management, Framework of Dynamic, E-Service Quality, Web, Layanan, Apotek.
Subjects:	T Technology > T Technology (General) > T58.5-58.64 Information technology > T58.5 General works Management information systems Cf. HD30.213 Industrial management Cf. HF5549.5.C6+ Communication in personnel management Cf. TS158.6 Automatic data collection systems (Production control) T Technology > T Technology (General) > T58.6-58.62 Management information systems > T58.6 General works Industrial engineering Information technology. Information systems (General) Management information systems -- Continued T Technology > T Technology (General) > T58.5-58.64 Information technology > T58.6.E9 Management information systems -- Congresses.
Divisions:	09-Faculty of Computer Science > 57201-Information Systems (S1)
Depositing User:	AZMIN ALBAROKAH
Date Deposited:	20 Aug 2021 02:28
Last Modified:	20 Aug 2021 02:28
URI:	http://repository.unsri.ac.id/id/eprint/52394

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