Perancangan Sistem Electronic Customer Relationship Management Untuk Mempertahankan Loyalitas Pelanggan
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Dec 15, 2018
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Abstract
Persaingan bisnis yang ketat dan pertumbuhan teknologi informasi yang sangat pesat membuat pelanggan mudah beralih ke pesaing. Loyalitas pelanggan semakin menunjukkan penurunan karena kemudahan menemukan berbagai barang dengan fitur terkini dengan memanfaatkan berbagai teknologi media sosial. Kondisi ini jelas mengharuskan manajemen perusahaan mencari terobosan baru agar dapat mempertahankan loyalitas pelanggannya. Sistem E-CRM (electronic Customer Relationship Management) merupakan solusi tepat dalam membangun hubungan yang erat antara perusahaan dengan pelanggan. Tujuan dari penelitian menghasilkan sistem E-CRM yang dapat membantu pihak manajemen distributor sparepart sepeda motor mengetahui dan mengelola semua pengetahuan dan kebutuhan pelanggan secara lebih personal sehingga dapat memberikan pelayanan yang lebih cepat dan berkualitas dalam meningkatkan kepuasan dan upaya mempertahankan loyalitas pelanggan. Perancangan sistem E-CRM menggunakan metode RAD (Rapid Application Development). Hasil penelitian memperlihatkan sistem E-CRM dapat memberikan kemudahan dalam mengelola semua data pelanggannya dan menarik calon pelanggan baru melalui fasilitas yang komunikatif dan interaktif secara online. Sistem E-CRM ini memiliki basis data pengetahuan dan informasi dari masing-masing pelanggan sehingga setiap saat dapat menyediakan dan menawarkan barang sesuai kebutuhan tanpa sepengetahuan mereka.
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References
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[11] Harfoushi, Osama K., 2013, Electronic Customer Relationship Management Usability Model: Improving the Usability of eCRM Systems in Jordan, International Journal of Computer Science, ISSN: 1694-0814, Vol. 10, Issue 2, No. 3, hal 72-78.
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[2] Ahmed, Bashar., Maȃti, M.L. Ben., Al Mohajir, Badreddine., 2014, The Intelligence of E-CRM Applications and Approaches on Online Shopping Industry, International Journal of Innovation and Scientific Research, ISSN: 2351-8014, Vol. 12, No. 1, hal 213-216.
[3] Bahrami, Mahdi., Ghorbani, Mazaher., Arabzad, S. Mohammad., 2012, Information Technology (IT) as An Improvement Tool For Customer Relationship Management (CRM), International Conference on Leadership, Technology and Innovation Management, ISSN: 1877-0428, Procedia - Social and Behavioral Sciences 41, hal 59-64.
[4] Dolly., Pruthi, Amit., 2014, E-CRM Framework: Service to Customer Perspective, International Journal of Advanced Research in Computer Science and Software Engineering, ISSN: 2277 128X, Vol. 4, Issue 4, hal 1363-1366.
[5] Olupot, Charles., Kituyi, Mayoka G., Noguera, Jose., 2014, Study on the Factors Affecting Adoption of Electronic Customer Relationship Management Information Systems in Ugandan SMEs, Ecoforum, Vol. 3, Issue 2, No. 5, hal 37-47.
[6] Khaligh, A.A., Miremadi, A., Aminilari, M., 2012, The Impact of eCRM on Loyalty and Retention of Customers in Iranian Telecommunication Sector, International Journal of Business and Management, ISSN: 1833-3850, Vol. 7, No. 2, hal 150-162.
[7] Dewi, Ketut Rini A., Wibowo, Januar., Amelia, Tan., 2012, Rancang Bangun Sistem Informasi Pelayanan Pelanggan (Studi Kasus UD. Remaja Motor), Jurnal Sistem Informasi dan Komputerisasi Akuntansi (JSIKA), ISSN: 2338-137X, Vol. 1, No. 2, hal 1-7.
[8] Hidayat, Rachmat., 2014, Sistem Informasi Ekspedisi Barang Dengan Metode E-CRM Untuk Meningkatkan Pelayanan Pelanggan, Jurnal Sisfotek Global, ISSN: 2088-1762, Vol. 1, hal 41-45.
[9] Wahab, Samsudin., 2011, The Antecedents of Electronic Customer Relationship Management Performance (E-CRM) in Electronic Services, International Conference on Computer Engineering and Applications, Vol. 2, IACSIT Press, Singapore, hal 250-253.
[10] Handoko, Bambang., Rispianda., 2015, Usulan Pengembangan Sistem Reservasi Online Berdasarkan Customer Relationship Management (CRM) Di Hotel Summer Hills Bandung, Jurnal Online Institut Teknologi Nasional, ISSN: 2338-5081, Vol. 3, No. 1, hal 164-175.
[11] Harfoushi, Osama K., 2013, Electronic Customer Relationship Management Usability Model: Improving the Usability of eCRM Systems in Jordan, International Journal of Computer Science, ISSN: 1694-0814, Vol. 10, Issue 2, No. 3, hal 72-78.
[12] Li, H., Hong, J., 2013, Factors Influencing Consumers’ Online Repurchasing Behavior: A Review and Research Agenda, iBusiness, Vol. 5, No. 4, hal 161-166.
[13] Hameed, A., Oudah, Ali., 2014, Improved Methodology for Mobile Commerce Applications, International Journal of Software Engineering and Its Applications (IJSEIA), ISSN: 1738-9984, Vol. 8, No. 8, hal 29-42.
[14] Sommerville, Ian., 2011, Software Engineering, Ninth Edition, Addison-Wesley.
[15] Shelly, G. B., Rosenblatt, H. J., 2012, System Analysis and Design, Ninth Edition, Boston, MA 02210: Course Technology, Cengage Learning.