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adang badru jaman,anggun fergina, adang badru jaman,anggun fergina
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Implementation of a Web-Based Customer Relationship Management System to Enhance Customer Loyalty Feby Alfaraby; Zaenal Alamsyah; Anggun Fergina
bit-Tech Vol. 8 No. 3 (2026): bit-Tech
Publisher : Komunitas Dosen Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32877/bt.v8i3.3676

Abstract

Customer Relationship Management (CRM) plays a critical role in sustaining customer relationships, particularly within SMEs in the retail sector that depend on repeat purchases. This study aims to examine how the IDIC (Identify, Differentiate, Interact, and Customize) framework can be operationalized under SME resource constraints through the design and evaluation of a web-based CRM system. Using empirical transaction records collected during an operational period, the study adopts a design-oriented empirical approach combining system development with IDIC-based analytical evaluation. The primary research contribution lies in the conceptual operationalization of the IDIC framework into implementable CRM modules rather than in proposing a novel technical architecture. Customer identification is achieved through centralized customer records, while differentiation relies on transaction frequency as a pragmatic behavioral indicator of repeat purchasing. Interaction is facilitated through automated reminder notifications, and customization is intentionally bounded to personalized reminders derived from transaction histories. System effectiveness is evaluated through a usability assessment involving 21 SME users, employing a five-point Likert-scale instrument that reports positive perceptions across usability dimensions, with mean scores exceeding 3.7. These findings indicate that limited CRM functionalities, when structured through a clear analytical model, can effectively enhance relationship-oriented practices. The abstract explicitly situates the study within a single-SME deployment context, clarifying its practical scope and limitations. Overall, the study demonstrates that an analytically grounded, resource-conscious CRM implementation can provide actionable insights for SMEs seeking to strengthen customer engagement and retention without adopting complex or costly CRM solutions.
Co-Authors Aan Setiawati Adang Badru Jaman adang badrujaman Adhitia Erfina Adil Berliana Aprilia Haryadi Ahmad Dinar Ahmad Ibrahim Maqbul Alex Alfariji, Salman Alpariji, Salman Alun Sujjada Alun Sujjada Alun Sujjada Alya Nurhalisah Alyanissa Putri Iskandar Amalia, Eneng Elsa Amalia, Phina Putri Amanna Dzikrillah Lazuardini Andhika Oktasandira Ani Nuraeni Any Elvia Jakfar Ardelia Ramadhani Ariyanti, Gisni Armelia Isabela Taek Arnold Herman Sama Aulia Kusuma Wardani Aulia Kusuma Wardani Awalansyah, Campaka Sepul Ayulianti, Radita Bahadir Ozsut Berniman Gofindo Malau Bunga Mutiara Sagita Nabila Dafa Afdal D Dava Febrian Dede Serlina Dede Sukmawan Dede Sukmawan Deni Mahdiana DENI SETIAWAN Deshinta Arovva Dewi Deudeu Sri Rahayu Dhea Adela Dhea Ayu Septiani Dhita Diana Dewi Dian Permata Sari Diana Effendi Dimas Arya Pamungkas Dini Aryani Dini Oktarina Dwi Handayani Dwi Sartika Simatupang Edwinanto Estiko Rijanto Fadilah, Fadhlan Subhan Fadillah Alviqih Fakhriyal Riyandi Yasin falentino sembiring Faris Danendra Fatur Rahman Gandi Fauzan, M. Azmi Feby Alfaraby Fikry Ardiansyah Efendi Firdaos, Helfi Apriliyandi Fitri Febrianti Fitria Nurulaeni Fitria Nurulaeni Gina Purnama Insany Gina Purnama Insany Gisni Ariyanti Gisni Ariyanti Handraputri, Chelika Patricia Hanifah, Endah Hendrawan, Yoga Herisma, Dera Destri Hermanto Hermanto Hermanto, H Ian Mulyana Ikhsan, Sultan Alif Nur Ilham Nurabduljabbar Komara Imam Sanjaya Imam Sanjaya Indra Yustiana Indra Yustiana Indra Yustiana Insany, Gina Purnama Irawan Afrianto Irfan Dwiguna Sumitra Irfan Dwiguna Sumitra Irpanudin Iskandar, Alyanissa Putri IVANA LUCIA KHARISMA Iwan Setaiawan Jaelani, Muhammad Fakhraj Jaman, Adang Badru Jelita Asian Junmulyana, Satria Kamdan Kharisma, Ivana Lucia Larasati, Indah Lisa Al Jamil Lucia Kharisma, Ivana Lusiana Sani Parwati Lusiana Sani Parwati M Azri Riyandi M Rifki Nurul R A M. Raiga Agusti Rustandi M. Sarhan Akasah M.kom, Alun Sujada Malik, Julhan Abdul Maulana Yusuf Maulana, Yosep Maulina, Siti Farda Maximillian Huang Mayang Selpiyana Mega Putri Utami Meutia Riany Miya Kurnia Moh. Abd. Aziz Hidayat Moh. Iqbal Maulana Muhamad Iqbal Ramadhan Muhammad Andi Solihin Muhammad Azmi Habibi Muhammad Ezra Haikal Muhammad Ikhsan Thohir Muhammad Ilham Juardi Muhammad Rofiiq Multiaha, M. Reza Mupaat Muslih, Muhamad Mutiara Permata Sari Nieka Julyana Nirmala Neva, Talitha Nisa Nurushalihah Nugraha Nugraha Nugraha Nugraha Nugraha Nugroho, Muhammad Daffadillah Nur Hidayah K Fadhilah Nuralam, Fraza Nurcahya Sumirat, Hana Obi Ramdhani Pamungkas, Muhammad Teguh Panji Pratama Panji Pratama Pebrian, Riko Prihatini Prihatini, Prihatini Putri Anugrah S Putri Aulia Putri Ayu Negara Putri Iskandar, Alyanissa Putri Syarifudin, Rayhanna Adisthi R, Rini Melani Rahmat Hidayat Raka Adriel Maheza Ramdhani, Mohammad Fajril Reka Reni Nur Anggraeni Renjani, Amelinda Reza Rama Putra Ridwan, Rafli Adnan rifa awaludin Rifa Awaludin Rizaldi, Fazrin Muhammad Rizki Maulana Rizki Maulana, Rizki Ruri Mutiara Ayuni S, Somantri Sagita Widya Sahira, Sarah Sally Agustin Elisya Salma Addiyanati Tsaqila Salman Alhidamkara Santi Rahmawati Satyawati Yuliani Sehan Zaki Nurmilad Seno Prasetyo Septiani, Dhea Ayu Setia, Moch Ichwan Silmy Ni’matul Kamila Siti Sarah Sobariah Lestari Siti Zahra Sifa Somantri Somantri Somantri, S Somantri, Somantri Sri Nurhayati Tampubolon, Nico Jaya Taufik Hidayat Taufik Hidayat Taufik Hidayat Tofik Hidayat Tubagus Dzikril Umar Aditiawarman Wibowo, Muhammad Hendryo Yasa, Aditama Yulva Cintakandida Yusup Solehudin Yusup, Angga Maulana Zaenal Alamsyah zahra, Nurazizah Zaman, Syamsul Zulfikar, Mohamad