Improving service quality through customer relationship management using the framework of dynamic model

Faisal, Muhammad ORCID: https://orcid.org/0000-0003-4884-7254, Nurul Qomariyah, Laela, Fachrul, Kurniawan ORCID: https://orcid.org/0000-0002-3709-8764, Fresy, Nugroho, Miftachul Arif, Yunifa, Nurhayati, Hani and Supriyono, Supriyono (2023) Improving service quality through customer relationship management using the framework of dynamic model. Presented at The 13th International Conference On Green Technology (ICGT-13), 17-18 October 2023, Malang-Indonesia.

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Abstract

The number of new students at several educational institutions decreases every year due to competition between educational institutions. To keep new students from decreasing, service improvement is needed. This research applies Customer Relationship Management (CRM) by using the Dynamic framework model to carry out a series of stages in the application of CRM which produces output in the form of Relationship Management. The quality of service provided by the school is measured using Servqual and Importance Performance Analysis (IPA). The data tested ranged from 59 respondents with a margin of error of 10%. With a sample of student guardians, school officials, and alumni. The results of calculations using the servqual method on statement item 18 are ranked first with a gap value of -0.763 so that this statement item is not satisfactory. while on statement item 17 is ranked last with a gap value of -0.034 so that this item must be better maintained. The results of the IPA calculation can be seen in the first quadrant of statement items number 6,7,15,18. Quadrant two statement items number 1,3,9,11,12,14. Quadrant three statement items number 4,5,8. Quadrant four statement items included in quadrant 4 are statement numbers 2,10,12,13,17.

Item Type:	Conference (Speech)
Keywords:	Customer Relationship Management, Framework of Dynamic, Service Quality, Importance Performance Analysis
Subjects:	08 INFORMATION AND COMPUTING SCIENCES > 0806 Information Systems > 080605 Decision Support and Group Support Systems
Divisions:	Faculty of Technology > Department of Informatics Engineering
Depositing User:	Muhammad Faisal
Date Deposited:	04 Jun 2024 13:15

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