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All Journal JurTI (JURNAL TEKNOLOGI INFORMASI) JSiI (Jurnal Sistem Informasi) JURTEKSI Jurdimas (Jurnal Pengabdian Kepada Masyarakat) Royal JOURNAL OF SCIENCE AND SOCIAL RESEARCH JURNAL MATHEMATIC PAEDAGOGIC EDUMATIC: Jurnal Pendidikan Informatika Building of Informatics, Technology and Science Jurnal Manajemen Informatika dan Sistem Informasi JTIK (Jurnal Teknik Informatika Kaputama) JATI EMAS (Jurnal Aplikasi Teknik dan Pengabdian Masyarakat) Jurnal Teknik Informatika (JUTIF) Jutsi: Jurnal Teknologi dan Sistem Informasi JUSTIAN - Jurnal Sistem Informasi Akuntansi J-Com (Journal of Computer) Jurnal Ipteks Terapan : research of applied science and education Jurnal Pemberdayaan Sosial dan Teknologi Masyarakat
Masitah Handayani
Sekolah Tingggi Manajemen Informatika Dan Komputer Royal
Aerospace Engineering Agriculture, Biological Sciences & Forestry Arts Humanities Astronomy Automotive Engineering Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Health Professions Immunology & microbiology Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Library & Information Science Materials Science & Nanotechnology Mathematics Medicine & Pharmacology Neuroscience Nursing Physics Public Health Social Sciences Veterinary Other

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DEVELOPMENT OF A WEB-BASED ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM FOR IMPROVING CUSTOMER SERVICE IN RETAIL BUSINESSES Puspita Rini; Masitah Handayani; Sudarmin
Jurnal Sistem Informasi Vol. 13 No. 1 (2026)
Publisher : Universitas Serang Raya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30656/1zfhhv60

Abstract

The development of information technology encourages businesses to adopt digital systems to improve customer service and operational efficiency. Small retail businesses often face challenges in managing customer data and transactions due to manual processes, which can lead to inefficiencies and data inconsistencies. This study aims to design and implement a web-based Electronic Customer Relationship Management (E-CRM) system to support customer data management and enhance service quality. The research method used is the Software Development Life Cycle (SDLC) with the Waterfall model, which includes requirement analysis, system design, implementation, testing, and evaluation. Data were collected through observation, interviews, and documentation. The system was tested using Black Box Testing to ensure that all functionalities operate as expected. The results show that the developed system is able to integrate customer data, transaction records, order monitoring, and customer feedback into a unified platform, thereby improving service efficiency and reducing data recording errors. The implementation of the system also enables faster transaction processing and more structured customer data management. This study contributes to the field of information systems by providing an integrated E-CRM model tailored for small retail businesses, emphasizing the use of customer interaction features and data-driven service strategies. The findings also imply that the adoption of E-CRM can enhance service effectiveness and support better decision-making in small-scale business environments.   Keywords: E-CRM; Information System; Web-Based System; Customer Service.
Implementasi Sistem Customer Relationship Management (CRM) Berbasis Website untuk Pengelolaan Membership dan Loyalty Point pada CV. Honda Karya Utama Kisaran Wisnani Risa Rezkika; Masitah Handayani; Mustika Fitri Larasati
Jurnal Sistem Informasi Akuntansi Vol 7 No 1 (2026): : Periode Maret 2026
Publisher : LPPM Universitas Bina Sarana Informatika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31294/justian.v7i1.12220

Abstract

Increasing competition in the automotive industry requires companies to strengthen long-term relationships with customers. CV. Honda Karya Utama Kisaran currently manages customer and transaction data without an integrated membership or loyalty point system, making it difficult to identify repeat customers and evaluate customer loyalty. This study aims to design and implement a web-based Customer Relationship Management (CRM) system integrated with membership and loyalty point features. The system was developed using the Waterfall model, including requirement analysis, system design with UML, implementation using PHP and MySQL, black-box testing, and system deployment. The results show that the system integrates customer and transaction data into a centralized database and automatically calculates loyalty points based on customer transactions. After implementation, the transaction recording process became more efficient, reducing recording time from approximately five minutes to two minutes per transaction. In addition, the system enables the identification of active customers and repeat transactions, supporting data-driven promotional strategies and improving operational efficiency in managing customer relationship
Co-Authors Abdul Azis Ubaidillah Abdul Azis Ubaidillah Abdul Karim Syahputra Amalia Amalia Dani Bancin Dewi Maharani Dwi Putri Edi Kurniawan Eva Tri Wahyuni Febriyaningsih Siagian Havid Syafwan Helmiah, Fauriatun Hylmi Fauzan Nasution Iqbal Kamil Siregar Komariah Komariah Mohd Siddik Mustika Fitri Larasati Mustika Fitri Larasati Sibuea Nasrun Marpaung Nur Ariza Nuriadi Manurung Nurmala Sari Nurul Rahmadani Pristiyanilicia Putri puspita rini Putri Vina Bancin Ragil Monicha Winahyu Rahayu, Elly Raja Tama Andri Agus Riki Andri Yusda Risnawati Risnawati Risnawati Risnawati Rizwan Sai Rohminatin Rohminatin Rohminatin Rohminatin Siska Amanda Sitta Ayu Anggraini Sudarmin Syartika Anggraini William Ramdhan Wisnani Risa Rezkika Zulfi Azhar