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Hardini Novianti
Universitas Sriwijaya
Religion Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Electrical & Electronics Engineering Engineering Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Social Sciences Other

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Journal : Jurnal Teknik Informatika (JUTIF)

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Design and Implementation of a Social CRM-Based Website Framework for Enhanced Information Services Ibrahim, Ali; Oklilas, Ahmad Fali; Novianti, Hardini
Jurnal Teknik Informatika (Jutif) Vol. 6 No. 2 (2025): JUTIF Volume 6, Number 2, April 2025
Publisher : Informatika, Universitas Jenderal Soedirman

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52436/1.jutif.2025.6.2.4660

Abstract

The development of website technology has encouraged digital transformation in various sectors, especially in the provision of information services. The website not only acts as a medium for delivering information, but also as a means of interaction between service providers and users. However, there are still many institutions that have not optimized the potential of the website to the fullest to build sustainable relationships with users. The result of this research is the design of a Social CRM-Based Website Framework for Enhanced Information Services. The Social CRM model enables two-way interaction, real-time feedback monitoring, and digital community management that supports openness and active user participation. The application of this model is directed at optimizing information services through improving the quality of communication, responsiveness, and personalization of content based on user needs. The results show that the majority of users want a website that is easy to access, informative, and integrated with social media, especially Facebook. The number of respondents in this study was 150 respondents, and the application of the Quicksort Algorithm for data analysis. This study proposes a Social CRM-based website framework to enhance user engagement in academic information services. Using the User-Centered Design (UCD) method, the system was developed and evaluated through a System Usability Scale (SUS) with 106 users. The results showed a usability score of 72 (Good). Integration with Facebook showed positive engagement, although data privacy concerns were noted.
Co-Authors Afif, Hasnan Ahmad Fali Oklilas Ahmad Rifai Ali Ibrahim Apriansyah Putra Bayu Wijaya Putra DEWI SARTIKA Dinna Yunika Hardiyanti Dwi Rosa Indah Firmansyah, M. Daffa Florensia, Yesinta Gumay, Naretha Kawadha Pasemah Irfa, Nyayu Nhasywa Perialah Jambak, Muhammad Ihsan Junia Kurniati, Junia Meylani Utari Mira Afrina Nugroho, Doni Tri Pacu Putra Rifkie Primartha Sanjaya, M. Rudi Syahbani, M. Husni Winda Kurnia Sari Yadi Utama Yanto, Dimas Hadi