Analisis dan pengembangan perangkat lunak pengukuran efektivitas customer relationship management.

Wahyuni, Rossi Septy (2007) Analisis dan pengembangan perangkat lunak pengukuran efektivitas customer relationship management. Masters thesis, Universitas Pelita Harapan.

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Abstract

Currently, the populer strategic business is shifting the company from product oriented to customer oriented. This concept is known as Customer Relationship Management (CRM) that is used to maintain a relation to customers. To evaluate the effectiveness of CRM, software has been designed to develop a measurement of CRM effectiveness using Balance Scorecard and an assessment using Analytical Hierarchy Process (AHP). This software will smooth the progress of comparing the strategic planning from time to time. The operating system of this software is Windows and the programming language is Visual Basic This software needs input data from questionnaire to achieved accurate and valid result of effectiveness measurement of CRM. The input data from questionnaire provide as a value of customer satisfaction within the perspective of customer satisfaction. Furthermore input data from questionnaire will also be needed to evaluate four perspective and total score of effectiveness measurement of CRM. This work shows that the software alleviate the measurement of CRM effectiveness and can be used to leave out miscalculation. Validation tests have been done on PT. X with the total score of effectiveness measurement of CRM is 4.5 and on PT. Y is 3.43. Finally, the calculation of the effectiveness will more effective and more efficient because there is easiness in analysing improvement of target strategic in the four perspective of effectiveness measurement of CRM. / Strategi bisnis yang sedang populer saat ini adalah mengubah pemsahaan dari berorientasi produk menjadi berorientasi kepada pelanggan. Konsep ini dikenal dengan nama Customer Relationship Management (CRM), yang digunakan untuk membina hubungan dengan pelanggan. Dalam usaha untuk menilai efektivitas dari CRM, maka dibuat sebuah perangkat lunak pengembangan metode pengukuran efektivitas CRM menggunakan kerangka Balanced Scorecard sebagai metodologi dan pembobotan menggunakan Analytical Hierarchy Process (AHP). Perangkat lunak ini akan banyak membantu dalam melakukan inisiatif strategis yang telah dirancang untuk membandingkan nilai pengukuran efektivitas CRM dengan tahun sebelumnya. Sistem operasi perangkat lunak ini menggunakan sistem operasi Windows dan bahasa pemrogramannya adalah Visual Basic. Perangkat lunak ini memerlukan data masukan kuesioner untuk mendapatkan hasil pengukuran efektivitas CRM yang diinginkan. Data masukan dari hasil kuesioner tersebut sebagai input nilai kepuasan pelanggan pada perspektif Customer Satisfaction. Selain itu data masukan dari hasil kuesioner juga diperlukan pada pembobotan keempat perspektif dan nilai total pengukuran efektivitas CRM. Hasil penelitian menunjukkan perangkat lunak ini memberi kemudahan pengukuran perhitungan efektivitas CRM dan berfungsi untuk menghindari kesalahan hitung. Uji validasi yang telah dilakukan pada PT. X nilai efektivitas CRM secara keseluruhan adalah sebesar 4.5 dan pada PT.Y nilai efektivitas CRM secara keseluruhan adalah sebesar 3.43 Disamping itu perhitungan efektivitas yang dihasilkan lebih efektif dan efisien, dikarenakan adanya kemudahan dalam menganalisa peningkatan pencapaian sasaran strategis pada keempat perspektif pengukuran efektivitas CRM.

Item Type: Thesis (Masters)
Creators:
CreatorsNIMEmail
Wahyuni, Rossi SeptyNIM39040014UNSPECIFIED
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorSunaryo, SunaryoUNSPECIFIEDUNSPECIFIED
Additional Information: T 39-04 WAH a
Subjects: T Technology > T Technology (General) > T55.4-60.8 Industrial engineering. Management engineering
Divisions: University Subject > Historic > Faculty/School > Department of Master of Industrial Engineering Program
Historic > Faculty/School > Department of Master of Industrial Engineering Program
Depositing User: Phillips Iman Heri Wahyudi
Date Deposited: 27 Feb 2021 05:02
Last Modified: 18 Nov 2021 07:09
URI: http://repository.uph.edu/id/eprint/21726

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