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Sri Rezki Maulina Azmi
Universitas Royal Asahan Sumatera Utara Indonesia
Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Earth & Planetary Sciences Electrical & Electronics Engineering

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Penerapan E-CRM Berbasis Web untuk Optimalisasi Layanan Pelanggan pada Toko Ponsel Alqorni Evi Mawardani; Suparmadi; Sri Rezki Maulina Azmi
METIK Jurnal Vol. 10 No. 1 (2026): METIK Jurnal Issue Published
Publisher : LPPM Universitas Mulia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47002/pk9ykn29

Abstract

Advances in information technology are driving businesses to improve the quality of customer service through the use of digital systems. Alqorni Mobile Phone Store still faces challenges in managing customer data, recording transactions, and handling complaints, all of which are done manually. This results in suboptimal service and low customer loyalty. This study aims to implement a web-based Electronic Customer Relationship Management (E-CRM) system to improve service quality, customer satisfaction, and loyalty. The research methods employed include observation, interviews, and literature review, as well as system development using a structured approach. The system implementation resulted in key features such as integrated customer data management, transaction history, product reviews, and complaint handling. The results of the study indicate an increase in customer satisfaction, marked by increased interaction through the review feature and faster service responses compared to before the system’s implementation. Additionally, customer loyalty has also improved, as evidenced by customers’ tendency to make repeat purchases and their continued use of the system. Thus, the implementation of a web-based E-CRM has a positive impact on improving service quality, satisfaction, and customer loyalty at Alqorni Mobile Phone Store.
Co-Authors Evi Mawardani Suparmadi