PEMBUATAN MODEL CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SERVICE MOTOR DI YAMAHA BUDI JAYA

Authors

  • Putra Wahyu Raharja
  • Sri Handayaningsih

DOI:

https://doi.org/10.12928/jstie.v4i2.10759

Abstract

Bidang pelayanan jasa service motor yang dilakukan oleh Yamaha Budi Jaya pada akhir-akhir ini mengalami penurunan karenabanyaknyakeluhan terhadap pelayanan yang diberikan oleh pegawai Yamaha Budi Jaya tidak maksimal, karena semua proses bisnis yang berjalan di Yamaha Budi Jaya masih menggunakan cara manual belum menggunakan sistem komputerisasi. Hal ini menyebabkan penurunan jumlah pendapatansetiap bulannya.

Dengan adanya berbagai masalah yang ada di Yamaha Budi Jaya maka akan dilakukan sebuah penelitian, dimana subyek yang akan dibahas dalam penelitian ini yaitu “ Pembuatan Model Customer Relationship Management (CRM) pada service motor di Yamaha Budi Jayaâ€. Model ini diharapkan bisa digunakan sebagai acuan untuk mengembangkan strategi bisnis dimasa yang akan datang juga meningkatkan pelayanan terhadap pelanggan servicemotor  dan penjualan di Yamaha Budi Jaya.

Penelitian yang dilakukan menghasilkan model sistem yaitu “ Kerangka Model CRM service sepeda motor di Yamaha Budi Jaya†yang dapat memberikan kemudahan dalam berinteraksi dengan customer melalui media layanan yang terintegrasi dengan sistem Informasi.

Kata Kunci :Customer Relationship Management (CRM), Customer,Service sepeda motor.

References

Cook Sarah, Kemas Achmad Faizal Risalah. 2004. Customer CareExcellence. Jakarta: PPM

Dharma Oetomo, Budi Sutejo. dkk.2003. I-CRM Membina Relasi Dengan Pelanggan.com. Yogyakarta: Andi

G. Barnes, James. 2003. Recsrets Of Customer RelationshipManagement. Yogyakarta: Andi

Ghozali Imam. 2008. Pembuatan Model CRM pada Dinas Perikanan Dan Kelautan Propinsi Daerah Yogyakarta. Yogyakarta : UAD

Hiam Alexander. 2004. Tools For Executive Pemasar (Marketer). Jakarta : PT Elex Media Komputindo

Indrajit, Richardus. Eko. 2001. E-Commerce : Kiat dan StrategiBisnis di dunia maya, Jakarta: Elex media Komputindo

Published

01-06-2016

Issue

Vol. 4 No. 2 (2016): Juni

Section

Articles

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