Improving A Quality Of Services Through Information System Model Of Academic Services Based On Customer Relationship Management At University
Wahyu Prima1, Ganefri2, Krismadinata3, Rahmatul Hayati4
1Wahyu Prima*, Fakultas Teknik, Universitas Negeri Padang, Padang, Indonesia.
2Ganefri, Fakultas Teknik, Universitas Negeri Padang, Padang, Indonesia.
3Krismadinata, Fakultas Teknik, Universitas Negeri Padang, Padang, Indonesia. Email: krismadinata@gmail.com
4Rahmatul Hayati, Fakultas Ilmu Keguruan dan Ilmu Pendidikan, Universitas Dharmas Indonesia, Dharmasraya, Indonesia.
Manuscript received on July 20, 2019. | Revised Manuscript received on August 10, 2019. | Manuscript published on August 30, 2019. | PP: 2500-2505 | Volume-8 Issue-6, August 2019. | Retrieval Number: F8561088619/2019©BEIESP | DOI: 10.35940/ijeat.F8561.088619
Open Access | Ethics and Policies | Cite | Mendeley
© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: This research aims at seeing the improvement a quality of services through information system model of academic service based on customer relationship management (CRM) at university. This research is a part of developing research through a research and development ADDIE model that consists of Analyze, doing needs analysis and literature review. Design, determining the purposes of model design and describing each components of model. Develop, developing products and focusing on group discussion and experts’ reviews. Implement practicality test and effectively test. And Evaluate. This research only focuses on implementing, along with applying an information system model of academic service based on CRM at university. Subject of this research is Universitas Dharmas Indonesia, Sumatera Barat. Hypothesis testing done on this research is through Wilcoxon testing, because the data got is not normal distributed. Based on analysis result, it can be known that sig = 0,000 < 0,05. It can be said that Ha is rejected. Therefore, a quality of services towards students before and after applying the information system model of academic service based on CRM at university a significant improvement. Even this model is only implemented at one university, yet based on analysis result, this model can be implemented to other universities because it is flexible and dynamic, and thus it can matched to the university needs.
Keywords: Information System, Academic Service, Customer Relationship Management.