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Journal : Ceddi Journal of Information System and Technology (JST)

Application of Customer Relationship Management in Maintaining Customer Loyalty (Case Study Hotel Melati) Mariam, Mariam
Ceddi Journal of Information System and Technology (JST) Vol. 2 No. 1 (2023): April
Publisher : Yayasan Cendekiawan Digital Indonesia (CEDDI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56134/jst.v2i1.31

Abstract

This research aims to address the challenges and implement Customer Relationship Management (CRM) in a web-based budget hotel, Hotel Melati, for online bookings, accessing the latest promotional information, and providing online feedback. The study focuses on exploring the novel aspects of implementing CRM in the context of a budget hotel and its impact on maintaining customer loyalty. The research adopts a mixed-methods approach, utilizing interviews and observations for data collection. The development methodology follows the Waterfall method, encompassing sequential steps of analysis, design, implementation, testing, and maintenance. SWOT analysis is employed to identify strengths, weaknesses, opportunities, and threats. UML is used for the design phase, PHP for coding, and MYSQL as the database. Black box testing is conducted to evaluate the application's performance. The results of the black box testing demonstrate that the implemented application functions effectively. The questionnaire results show a satisfaction rate of 82.17%. Based on the feasibility assessment, the findings suggest that the implemented solution is highly suitable for addressing the identified challenges and maintaining customer loyalty.
Co-Authors . Sumarni A. Ni’mahtul Churriyah Akmal Abdullah Andi Rusdi Walinono Anggraini, Fitria Ardiansyah, Widiastuti Arnida Mustafa Asriany Asriany, Asriany Ayu Nyoman , I Dewa Ayu Rissa Atika Baharuddin Baharuddin Bando, Nurjannah Budiono, Nasywa Haniifa Dewi Ratna Sari DSA, Jeffriansyah Erlangga, Maulana Deni Fadhill, Muhammad Fadilah Fadilah, Fadilah Fajar Ramadhan, Fajar Fauzi Ahmad Syawaluddin Firda, Queen Ika Dewi Ayu Ana Fitria, Henni Fitriyah, Siti Chizatun Hadija Hadija Hajjad, Mu’fidatul Nurul Haryanto Asri Hidayah, Laila Hidayati, Alfina Hikmatullah, Hikmatullah Hulaela, Hulaela Ilham Ahmad Insani, Andi Nur Ira Puspita Dewi, Ira Puspita J, Rhena Kaharuddin Kamaruddin Kamaruddin Karma, Karma Khairun Nisa KOMARIYAH KOMARIYAH Leluni, Adelia Lestari, Agnes Tadika Lulu Jola Uktolseja Mariani Mariani Meka, Aderia Dang Melda Agnes Manuhutu Miftahul Janah, Miftahul Mihrani Mihrani Muhammad Yusuf Muna, Ariatul N. Nurjanah NAFIQOH, HENI Natalia, Omiati Noel, Noel Nofryanti, Nofryanti Novita Sari Pakaya, Erik Panca Putria, Evita Pitriya, Aima Prastiwi, Tri Pratiwi, Baiq Reni Pricilia Pricilia Prita Indriawati, Prita Purnamasari, Lilis Putra Astaman Putri, Alvionita Rahayu, Agustinur Rahmadaniah, Dina Rahmi, Aisya Rakasiwi, Muhammad Rifki Riduansyah, Muhammad Rofiudin, Ahmad Rosdiana Rosdiana Sabrina, Annisa Said, Sadly Ashari Sefanya, Sefanya Siregar, Jailani Saputra Sriwati Malle Suharti, Tri Susanti, Lis Syarifuddin Syarifuddin Umi hanik Fetriyah, Umi hanik Walinono, Andi Rusdi WARDHANI, PRATIWI CAHYA Widiyati, Dian Wikklin, Monica Yuniarti, Ainun Yusuf, Andi Muhammad Ridho Yuwono, Meviota Maharani Windi