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All Journal Jurnal Mirai Management Applied Information System and Management Jurnal Informatika Ekonomi Bisnis Management Studies and Entrepreneurship Journal (MSEJ) Coopetition : Jurnal Ilmiah Manajemen International Journal of Economics (IJEC) Journal of Bussines Management Basic SINTESA Jurnal Masyarakat Berdikari dan Berkarya (MARDIKA)
Syaifuddin Syaifuddin
Universitas Sebelas April
Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Social Sciences Other

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Journal : Journal of Bussines Management Basic

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Implementation of Customer Relationship Management in Improving Customer Satisfaction and Loyalty of PPMU Foundation Bandung Syaifuddin
Journal of Bussines Management Basic Vol 4 No 2 (2022): Journal of Bussines Management Basic
Publisher : Universitas Sebelas April, Fakultas Ekonomi dan Bisnis

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Abstract

PPMU Foundation is a non-profit organization engaged in social education with a focus on the issue of equity in access to education for the society, especially the poor. The organization has a mission to support the community in accessing education through funding programs from donors. To build a good relationship with donors, an effective information system is needed. Interactive Customer Relationship Management (i-CRM) information system is one of the best alternative solutions. I-CRM can provide an interaction between PPMU Foundation and donors interactively. Collecting data is conducted by observation, interviews, questionnaires and literature studies. Information system development using RAD model, which includes UML, use case diagram, sequence class, statechart and activity. The purpose of the research is to build interactive customer relationship management (i-CRM) in increasing donor satisfaction and loyalty. The result of this research is that the i-CRM website can provide interactive communication with donors, with 76.13% of donors stated that the information provided by i-CRM is good, 55% stated that i-CRM is easy to use, and 90% stated that i-CRM improves service quality.
Co-Authors Dedi Setiawan Egi Maulana Yusuf Paroli Paroli Suca Rusdian Sukmayadi