Pembuatan Model Customer Relationship Management (CRM) Menggunakan Metode Cobit 4.1 Pada Bidang Perikanan Dan Seksi Budidaya Air Tawar Di Dinas Kelautan Dan Perikanan Provinsi DIY
DOI:
https://doi.org/10.12928/jstie.v6i3.15255Keywords:
Model Customer Relationship Management (CRM), Bidang Perikanan, COBIT 4.1Abstract
Manajemen pelayanan terhadap pelanggan belum bisa memenuhi kebutuhan customer, hal ini menyebabkan pendataan menjadi kurang lengkap, dan akan terhambat dalam pengawasan, monev pelayanan sehingga acuan dalam pengembangan sistem informasi yang mengarah pada layanan hubungan antara Dinas Kelautan dan Perikanan Provinsi DIY dengan customer untuk masa yang akan datang. Hal ini yang mendasari pengukuran dengan menggunakan COBIT 4.1 fokus pada perspektif customer, pembuatan kerangka Customer Relationship Management (CRM) yang dilihat dari sudut pandang proses bisnis dan kebutuhan yang berorientasi pada pelayanan tetapi tidak sampai pada pembuatan aplikasi. Adapun tahapan dalam pembuatan model CRM antara lain analisis customer prespektif dilakukan dengan perhitungan cobit 4.1, pembuatan proses bisnis kondisi saat ini, proses bisnis baru, arsitektur data, arsitektur aplikasi, arsitektur jaringan, pembuatan model CRM, uji kelayakan model dan rekomendasi. Maka diperoleh hasil Kerangka Model CRM di Dinas Kelautan dan Perikanan DIY serta perhitungan COBIT 4.1 yaitu bidang perikanan penilaian. Sehingga dapat memberikan kemudahan dalam berinteraksi dengan customer melalui sistem informasi yang disarankan untuk dikembangkan. Sehingga diharapkan akan penilaian 100% responden menyetujui model CRM yang diusulkan dapat diimplementasikan dan dapat membantu meningkatkan pelayanan khususnya pada Bidang Perikanan serta UPTD BPTPB seksi perikanan budidaya air tawar sebagai bahan acuan dimasa mendatang, sehingga terjalin hubungan yang kondusif dengan customer.References
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