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20 September 2023
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24 November 2023
Published
4 December 2023
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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.

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Framewok of Dynamic Simple Additive Weighting CRM

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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
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