Customer Relationship Management by Using Objective Matrix Method to Survey Customer Satisfaction
| Autor: | Yolanda Y. P. Rumapea, Humuntal Rumapea, Fati Gratianus Nafiri Larosa, Mikha Prakqusa, Margaretha Yohanna |
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| Rok vydání: | 2019 |
| Předmět: |
010302 applied physics
Service (business) Operations research Process (engineering) Computer science business.industry Data management 020206 networking & telecommunications 02 engineering and technology Customer relationship management 01 natural sciences Maturity (finance) 0103 physical sciences Value (economics) 0202 electrical engineering electronic engineering information engineering Customer satisfaction business Database transaction |
| Zdroj: | 2019 International Conference of Computer Science and Information Technology (ICoSNIKOM). |
| DOI: | 10.1109/icosnikom48755.2019.9111622 |
| Popis: | Manual recording of transactions extended the calculation process in a transaction, and also requires a long time in the data management. The manual entry of transactions can also affect relationships with customers, where customers at the center of a transaction are. Customer Relationship Management (CRM) is constructed in the form of promotions in the form of Short Messages Service (SMS), are provided with the customer information for rate maturity, information on new saving products, information on the remaining operating results (SHU) and information on sales results. To evaluate the performance of the created CRM, the Objective Matrix method determines how much customer satisfaction is. The Objective Matrix method measures the value of customer satisfaction in the form of a score for each criterion. Each criterion consists of questions that are different from one another, and each question has its score that can be filled out by the customer. With the Objective, Matrix method can be seen that the customer satisfaction is 80%. |
| Databáze: | OpenAIRE |
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