SISTEM INFORMASI CUSTOMER RELATIONSHIP MANAGEMENT (CRM) DENGAN PENAMBAHAN FITUR PERAMALAN TINGKAT CUSTOMER COMPLAIN MENGGUNAKAN METODE SINGLE EXPONENTIAL SMOOTHING (STUDI KASUS:PT. SATNETCOM BALIKPAPAN)

Authors

Keywords:

Sistem Informasi, Customer Relationship Management, Single Exponential Smoothing.

Abstract

Penelitian ini bertujuan untuk dapat mengembangkan sistem Customer Relationship Management untuk memudahkan dalam melakukan pendataan customer agar lebih efektif dan efisien serta memberikan penambahan fitur yang mampu  menentukan peramalan tingkat komplain customer. Perancangan dan pembangunan sistem informasi CRM ini berbasis aplikasi web sehingga dapat mempermudah, mempercepat dan mengurangi tingkat kesalahan dalam pengolahan data. Sistem Informasi Customer Relationship Management ini dapat melakukan perhitungan peramalan dalam prediksi tingkat jumlah konsumen yang komplain. Data historis yang dihitung menggunakan metode single exponential smoothing pada periode bulan Januari 2016 – Juni 2016. Pengujian hasil peramalan menggunakan Mean Absolute Percentage Error. Metode peramalan menggunakan single exponential smoothing dengan konstanta α = 0,2 dan pengujian hasil peramalan memiliki tingkat akurasi sebesar 84%-80% dengan nilai error sebesar 16%-20% yang dapat dikategorikan baik.

References

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Published

2017-09-16

Issue

Vol. 2 No. 2 (2017): Vol 2, No 2 (2017): Prosiding Seminar Nasional Ilmu Komputer dan Teknologi Informasi (SAKTI)

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