Abstract
Anna Salon Spa is a beauty care business or service that provides various kinds of treatments. Primary data were obtained from interviews with Anna salon spa employees, while secondary data used library sources and research results and data collection techniques used interview, observation and documentation techniques. In this study, problems were found such as the difficulty in determining customer loyalty, the difficulty in calculating the cost optimally, the difficulty in conducting transaction recapitulation because there may be data missing or not being calculated correctly because Anna Salon Spa is still recording the data in the ledger. In addition, another problem that arises is the delivery of promotions that take more time because they have to send the same message one by one to customers or via Instagram and Facebook. The method uses the calculation of the actual value of service quality by comparing the value of customer perceptions with the value of customer expectations and expressed in percent, this method aims to determine the extent of service performance and measure customer satisfaction. To solve this problem is to build an information system with a web-based customer relationship management (CRM) approach that provides input to the applications used by Anna Salons Spas so as to provide comfort and satisfaction for customers and can help provide better, timely information systems. , and is accurate and recommends the right service so that it benefits the company. The use of service quality methods in this study is to know the value and measure customer satisfaction through the questionnaire given to customers.
Highlights
Adalah strategi bisnis dengan menerapkan teknologi informasi pada perusahaan secara komprehensif, handal, dan terintegrasi, dengan begitu semua proses dan interaksi saling membantu mempertahankan dan mengembangkan hubungan yang bermanfaat
Primary data were obtained from interviews with Anna salon & spa employees
problems were found such as the difficulty in determining customer loyalty
Summary
INFORMASI ARTIKEL Histori artikel: Naskah masuk, 10 Juli 2020 Direvisi, 20 Agustus 2020 Diiterima, 25 Agustus 2020. Untuk memecahkan permasalahan ini adalah dengan membangun sistem informasi dengan pendekatan customer relationship management (CRM) berbasis web yang memberikan masukkan terhadap aplikasi yang digunakan oleh anna salon & spa sehingga memberikan kenyamanan dan kepuasan bagi pelanggan dan dapat membantu penyajian sistem informasi yang lebih baik, tepat waktu, dan akurat serta merekomendasikan pelayanan yang tepat sehingga mendatangkan keuntungan bagi perusahaan. Penggunaan metode service quality pada penelitian ini yaitu dapat mengetahui nilai dan mengukur kepuasan pelanggan melalui quisioner yang diberikan kepada pelanggan. Melalui aplikasi web ini pelanggan dapat bisa mengakses berbagai informasi tentang anna salon & spa dan hubungan antara pelanggan dengan salon bisa terjalin dengan baik melalui CRM yang diterapkan oleh pihak salon dalam aplikasi ini [9]. Metode ini dapat diketahui dengan cara membandingkan harapan para pelanggan yang bertujuan untuk mengetahui sejauh mana performa pelayanan maupun memenuhi ekspektasi dari pemakai jasa atau pelanggan.
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