Evaluasi Efektivitas Sistem Manajemen Pelanggan (CRM) pada Perusahaan Telekomunikasi Indonesia Segmen Private Banking Service dalam Meningkatkan Pengawalan Order
DOI:
https://doi.org/10.59188/jurnalsostech.v5i7.32327Keywords:
sistem CRM, private banking, pengawalan order, evaluasi sistem, persepsi penggunaAbstract
Perusahaan telekomunikasi di Indonesia menghadapi tantangan dalam pengelolaan layanan private banking, seperti ketidaksinkronan data, proses pelacakan manual, dan koordinasi antarunit yang tidak efisien. Kondisi ini berdampak pada keterlambatan layanan dan penurunan kepuasan pelanggan. Oleh karena itu, pengembangan sistem Customer Relationship Management (CRM) yang terintegrasi menjadi solusi krusial untuk meningkatkan efisiensi pengawalan order dan kolaborasi lintas unit. Penelitian ini bertujuan untuk mengevaluasi efektivitas sistem CRM yang dikembangkan secara internal dalam meningkatkan pengawalan order pelanggan pada segmen private banking, serta menganalisis persepsi pengguna terhadap sistem tersebut. Metode penelitian menggunakan pendekatan deskriptif kuantitatif dengan dukungan kuesioner terstruktur berdasarkan model evaluasi DeLone and McLean. Data diperoleh dari 20 responden dan dianalisis menggunakan statistik deskriptif. Hasil menunjukkan bahwa kualitas sistem, kualitas informasi, dan kemudahan penggunaan memperoleh skor tinggi, yang mencerminkan penerimaan pengguna yang baik. Namun, indikator kepuasan dan manfaat bersih menunjukkan perlunya peningkatan lanjutan. Secara umum, sistem berhasil mengintegrasikan data order, meningkatkan akses lintas unit, dan mendukung pemantauan kolaboratif. Temuan ini memperkuat potensi adopsi jangka panjang dan arah pengembangan sistem ke depan.
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