PEMBUATAN MODEL CUSTOMER RELATIONSHIP MANAGEMENT(CRM) PADA XT SQUARE YOGYAKARTA

Authors

  • Novitasari Novitasari Program Studi Teknik Informatika, Universitas Ahmad Dahlan
  • Ali Tarmuji Program Studi Teknik Informatika, Universitas Ahmad Dahlan

DOI:

https://doi.org/10.12928/jstie.v3i1.2923

Abstract

XT Square adalah salah satu destinasi wisata baru di Yogyakarta dengan konsep “One Stop Night Shoppingâ€, Artinya XT Square adalah salah satu tempat perbelanjaan baru di Yogyakarta yang buka mulai pukul 12.00 WIB sampai dengan malam hari pukul 24.00 WIB. Permasalahan yang muncul hingga saat ini yaitu masih adanya beberapa bagian yang melakukan pelayanan secara face to face, misalnya bagian parkir, pembuatan laporan keseluruhan proses, baik yang melayani peminjaman tempat serta melayani customer yang ingin memberikan komplain yang diterima dari pihak XT Square.

Subyek yang akan dibahas pada penelitian ini adalah “Pembuatan Model Customer Relationship Management Pada Xt Squareâ€. Adapun tahapan dalam pembuatan model CRM, antara lain pencariandata dengan metode observasi, wawancara, studi pustaka, analisis datameliputi analisis SWOT, operational, analytical dan collaborative dan pembuatan model CRMmulai dari rencana strategi, strategi pengembangan layanan, pembuatan arsitektursistem informasi, arsitektur infrastruktur jaringan, pengujian model dengan menggunakan uji kelayakan dan rekomendasi.

Dari penelitian yang dilakukan menghasilkan model perancangan yaitu “Model Customer Relationship Managementâ€membantu pihak XT Square dalam menentukan perencanaan dan pengembangan Sistem Informasi yang mengarahkan pada hubungan XT Square dengan customerserta mempertahankan customer yang lama dan mendatangkan customer baru.Berdasarkan hasil dari uji kelayakan ini menunjukan 21% sangat sesuai dan 79% sesuai, dengan hasil ini bisa dilihat bahwa rekomendasi yang diberikan dapat diterima dengan baik. hasil dari uji Perubahan CRM pada XT Square menanamkan strategi untuk mempertahankan pelanggan.

Kata Kunci :Customer Relationship Management, XT Square, operational,

analytical,collaborative

References

A.Z. Nasution, 2002, Hukum Perlindungan Konsumen, Diadit Media, Jakarta, Hal.3

Kotler, Philip. Marketing Management, 11th Edition. Prentice Hall Int’l, New Jersey,2003, p.138.

Armstrong, Gary, Kotler, Philip.(2007). Marketing : an introduction. 8th edition.Pearson Education.

Rustono., (2010), “Faktor-faktor yang Mempengaruhi Implementasi Customer Relationship Management (CRM) untuk Meningkatkan Loyalitas Pelangganâ€, Karya Tulis, Politeknik Negeri, Semarang.

http://www.polines.ac.id/ragam/index_files/jurnalragam/paper_6%20des_2010.pdf diunduh selasa 19 November 2013.

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Published

01-02-2015

Issue

Vol. 3 No. 1 (2015): Februari

Section

Articles

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