Perancangan Aplikasi Customer Relationship Management untuk Meningkatkan Pelayanan pada Rumah Sakit St. Carolus

Authors

  • Joni Suhartono Bina Nusantara University
  • Ardyan Valentino Cahyadi Bina Nusantara University
  • David Yunus Bina Nusantara University

DOI:

https://doi.org/10.21512/comtech.v6i2.2261

Keywords:

management, communication, information technology, CRM, application design

Abstract

Research aims to create a draft of application based on customer relationship management (CRM) toimprove services on St carolus hospital in terms of criticism-suggestions, to create scheduling events and patient schedule for second time which is still less control. Research used survey, interview the parties concerned, as
well as analyzing the systems running on St Carolus hospital. Results of the research are application design that helps to improve the quality of the hospital service to the patient, application design that helps management in holding the event, and managing the input given by the visitor at ease. In conclusion, the application design
helps manage criticism and suggestions, make events, and intertwine relations with patients after medication or treatment.

Dimensions

Plum Analytics

References

Biswas, S. (2011). Relationship Marketing: Concepts, Theories and Cases. Delhi, India: PHI Learning Private.

Greenberg, P. (2010). CRM at the Speed of Light: Social CRM strategies, Tools, and Techniques for Engaging Your Customer (4 ed.). McGraw Hill.

Mishra, A., & Mishra, D. (2009). Customer Relationship Management: Implementation process perspective. Acta Polytechnica Hungarica, 6(4), 83–99.

Monem, H., Hussin, A. R. C., Behboodian, N. (2011) Organizational perspective of CRM implementation factors in hospital. International Conference on Research and Innovation in Information Systems, 1–6.

Republik Indonesia. (2010). Peraturan Menteri Kesehatan Republik Indonesia Nomor 340 tentang Klasifikasi Rumah Sakit. Available online http://bppsdmk.depkes.go.id/web/filesa/peraturan/2.pdf

Tentang PKSC. (n.d.). rscarolus.or.id. Diakses dari http://rscarolus.or.id/profil/tentang-pksc/

Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2010). Services Marketing (5 ed.). Wiley.

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Published

2015-06-01

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