<![CDATA[Advancements in information technology have driven the adoption of digital systems across various sectors including non-formal education to support service management and participant relations. This study aims to design and develop a web-based Electronic Customer Relationship Management (E-CRM) system for Aditya Kursus, capable of integrating participant management and service delivery in a more structured manner. A qualitative approach was employed, utilizing data collection methods such as observation, interviews, and literature reviews, while analysis involved interpreting information from diverse sources to determine system requirements and design specifications. The developed system integrates various activities, including participant registration, program and class management, scheduling, assignments, quizzes, attendance tracking, assessment, payment processing, and information dissemination based on user access rights. Additionally, the system incorporates gamification features specifically Points, Badges, and Leaderboards (PBL) where Points are awarded for participant activities, Badges for specific achievements, and Leaderboards based on accumulated Points. The PBL mechanism is designed to provide recognition, feedback, and progress updates, thereby encouraging participants to interact more actively with the system. Black Box Testing demonstrated that the E-CRM's core functions and the PBL mechanism operate according to the designed scenarios. However, this study did not conduct a quantitative user evaluation to measure changes in user engagement. Consequently, the findings indicate that the E-CRM and PBL were successfully implemented to support service management and participant activities, although the effectiveness of PBL in measurably enhancing user engagement requires further evaluation.]]>
