Article Sidebar

153
Submitted
20 September 2023
Accepted
24 November 2023
Published
4 December 2023
Download
PDF
Statistic
Read Counter : 270 Download : 187

Downloads

Download data is not yet available.

Main Article Content

Abstract

Accessing and processing information more effectively and efficiently is made possible through the employment of quality information technology, one of which is in the technology the clinic requires. According to our case study, the clinic is still manually documenting customer service data and experiencing declining repeat client visits. Utilizing information technology is necessary for efforts to boost customer value innovation. As one of its aspects, Customer Relationship Management uses a framework of dynamics to acquire customer satisfaction data from loyal customers. The utilization of customer data will be categorized into platinum, gold, and silver using a ranking system for decision-making with the Simple Additive Weighting method—rating customers through the normalization of a decision matrix. The maximum consumer value based on the parameters determined by the choice matrix is one, while the lowest is 0.27. The testing that has been conducted is black-box testing. It is determined that 100 percent of the system's functionality is operating correctly, and UAT testing reveals that all features operate properly. Usability Testing conducted on patients yielded a ratio of 78.1%, indicating that the clinic evaluated customer satisfaction with the customer relationship management system.

Keywords

Framewok of Dynamic Simple Additive Weighting CRM

Article Details

License

Copyright (c) 2023 Jurnal Komputer Terapan

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

Author Biographies

Muhammad Ariful Furqon, Faculty of Computer Science, Universitas Jember

Faculty of Computer Science, Universitas Jember, Indonesia

Yosari Dwi Fadhillah, Politeknik Caltex Riau

Sistem Informasi, Politeknik Caltex Riau
How to Cite
najwa, nina fadilah, Furqon, M. A., & Fadhillah, Y. D. (2023). Customer Relationship Management System at Aesthetic Clinic. Jurnal Komputer Terapan, 9(2), 153–160. https://doi.org/10.35143/jkt.v9i2.6159
Download Citation
Endnote/Zotero/Mendeley (RIS)
BibTeX

References

  1. N. T. K. Chi, “Innovation capability: The impact of e-CRM and COVID-19 risk perception,” Technol. Soc., vol. 67, no. May, p. 101725, 2021, https://doi.org/10.1016/j.techsoc.2021.101725.
  2. S. Suoniemi, H. Terho, A. Zablah, R. Olkkonen, and D. W. Straub, “The impact of firm-level and project-level it capabilities on CRM system quality and organizational productivity,” J. Bus. Res., vol. 127, no. April 2020, pp. 108–122, 2021, https://doi.org/10.1016/j.jbusres.2021.01.007.
  3. B. Melovic, B. Rondovic, S. Mitrovic-Veljkovic, S. B. Ocovaj and M. Dabic, "Electronic Customer Relationship Management Assimilation in Southeastern European Companies Cluster Analysis", IEEE Transactions on Engineering Management, vol. 69, no. 4, pp. 1081-1100, Aug. 2022, https://doi.org/10.1109/TEM.2020.2972532.
  4. M. Alizadeh, D. S. Zadeh, B. Moshiri and A. Montazeri, "Development of a Customer Churn Model for Banking Industry Based on Hard and Soft Data Fusion," IEEE Access, vol. 11, pp. 29759-29768, 2023, https://doi.org/10.1109/ACCESS.2023.3257352.
  5. Y. Suh, "Exploring the Impact of Data Quality on Business Performance in CRM Systems for Home Appliance Business," IEEE Access, vol. 11, pp. 116076-116089, 2023, https://doi.org/10.1109/ACCESS.2023.3325892
  6. J. Zhao, M. Xu, X. Wang, J. Zhu, Y. Xuan and Z. Sun, "Data-Driven Based Low-Voltage Distribution System Transformer-Customer Relationship Identification," IEEE Transactions on Power Delivery, vol. 37, no. 4, pp. 2966-2977, Aug. 2022, https://doi.org/10.1109/TPWRD.2021.3120625
  7. Y. Baashar et al., "Customer relationship management systems (CRMS) in the healthcare environment: A systematic literature review," Comput. Stand. Interfaces, vol. 71, no. December 2019, p. 103442, 2020, https://doi.org/10.1016/j.csi.2020.103442
  8. X. Yao, X. Li, and Q. Su, "Study on the customer relationship management and its application in Chinese hospital," 2005 Int. Conf. Serv. Syst. Serv. Manag. Proc. ICSSSM'05, vol. 1, pp. 188-192, 2005, https://doi.org/10.1109/ICSSSM.2005.1499459
  9. R. B Yunitarini, P. Budi, and Nurwarsito, "Implementasi Perangkat Lunak Electronic Customer Relationship Management (E-CRM ) dengan Metode Framework of Dynamic CRM," J. EECCIS, vol. 6, no. 1, pp. 83-90, 2012.
  10. S. Eniyati, "Perancangan Sistem Pendukung Keputusan Pengambil Keputusan untuk Penerimaan Beasiswa dengan Metode SAW (Simple Additive Weighting)," J. Teknol. Inf. Din., vol. 6, pp. 171-176, 2011.
  11. R. Mujiastuti and R. D. Haryani, "Aplikasi Customer Relationship Managemen (CRM) dengan Metode Framework of Dynamic CRM," J. Teknol., vol. 6, no. 1, 2014.
  12. O. Baker and P. Kaur, "The Adoption of Cloud Computing CRM in SME's, Southland, New Zealand," 2020 IEEE Conf. Open Syst. ICOS 2020, pp. 1-6, 2020, https://doi.org/10.1109/ICOS50156.2020.9293682
  13. F. Buttle and S. Maklan, Customer Relationship Management: Concepts and Technologies, 3rd ed. New York: Butterworth-Heinemann, an imprint of Elsevier, 2013.
  14. C. H. Park and Y. G. Kim, "A Framework of dynamic CRM: Linking Marketing With Information Strategy," Bus. Process Manag. J., vol. 9, no. 5, pp. 652-671, 2003, doi: https://doi.org/10.1108/14637150310496749.

Similar Articles

You may also start an advanced similarity search for this article.