Kurniawan, Welyanto (2013) TA : Rancang Bangun Sistem Informasi Pengendalian Layanan Pelanggan. Undergraduate thesis, STIKOM Surabaya.

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Abstract

PT. Bioli Lestari is manufacture company which doesn't have any customer service information system. Services in use today still use phone to accommodate suggestions and complaints from customers. This lead to the high costs associated with customer complaints and suggestions, so that communication between the customer and the company cannot well organised too. Transaction purchase and customer data still not well used too to support the company's current managerial activities. PT. Bioli Lestari don’t know who their loyal customer, potential customers and non-potential customers yet. To solve the current service problems that exist, PT Bioli Lestari need an customer service management information system. The system can accommodate suggestions and complaints get from SMS or website. The system uses and SMS Gateway to receive and give feedback to customer. Suggestion and complaints will be received and divided into several catagories. Customer classification will be calculated using RFM methods, measuring 3 dimensional aspects, there is Currency, Frequency and Monetary Value. As a result of the implementation of customer service management information system, Company can control suggestions and complaints, giving feedback to costumers, determine the level of customer satisfaction and service and informed which one their loyal customers, potential customers and non-potential customers that overall can help and support PT. Bioli Lestari customer service


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Item Type: Thesis (Undergraduate)
Additional Information: Welyanto Kurniawan (08410100001)
Contributors:
ContributionNameEmail
EditorWidodo, Arifin Pujiarifin@stikom.edu
EditorLemantara, Juliantojulianto@stikom.edu
Uncontrolled Keywords: RFM Methods, Loyal Customers, Potential Customers, Non-Potential Customers
Subjects: 600 – Technology > 650 Management & auxiliary services
Divisions: Fakultas Teknologi dan Informatika > S1 Sistem Informasi
Depositing User: Agung P. W.
Date Deposited: 30 Apr 2014 08:10
Last Modified: 30 Apr 2014 08:10
URI: http://sir.stikom.edu/id/eprint/62

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