Publisher

ITGITG

Journal Jurnal SistematikJurnal Sistematik Abstract

The development of information technology, including the internet, has had a great influence on various fields, especially trade and advertising. Strategies such as Customer Relationship Management (CRM) facilitate interaction between companies and customers, providing benefits for both parties. The use of CRM is very important for companies, especially in the service sector that has a strong relationship with customers. Beauty Care Clinic is a clinic that provides beauty care services. This clinic is located on Jl. Samarang, No. 76 (Dr. Patmawardanis practice), but still faces obstacles in the optimal use of technology. Reservations and consultations are still done in person at the clinic, which is time-consuming and hinders operational efficiency. In addition, the payment process still uses conventional methods that slow down transactions. This study aims to implement CRM in a web-based Beauty Care Clinic application using the Extreme Programming (XP) method. This application offers advantages over conventional systems with more integrated and flexible features, such as online service reservations, consultations, electronic payment systems, promotions, and testimonial features that improve user interaction. The testing was carried out in two stages, namely Black Box Testing at the Alpha stage and Beta Testing using the System Usability Scale (SUS) questionnaire. The results of Alphas testing show that all the features of the app run well without bugs. Beta testing, which involved the clinics customers as respondents, resulted in an overall score of 646 with an average score of 80.75, which falls into the Excellent category based on the SUS indicator. These results show that the app significantly improves the efficiency of customer management by speeding up the reservation process, facilitating digital transactions, and strengthening customer engagement in clinical services. With these results, this application becomes a superior solution in managing customers in the beauty industry, supporting more effective operations, and increasing business competitiveness. The implementation of the XP method allows for the development of systems that are more responsive to changing customer needs and user feedback on an ongoing basis.

Conclusion

The implementation of Customer Relationship Management (CRM) in a web-based beauty service application using the Extreme Programming (XP) method has successfully improved operational efficiency, strengthened customer interactions, and increased customer satisfaction and loyalty.The applications features, including reservations, promotions, testimonials, consultations, and payments, enable the clinic to be more responsive to customer needs and reduce wait times, significantly enhancing the customer experience.The use of the Extreme Programming method ensures the system is developed quickly and adaptively to user feedback, allowing for continuous innovation and adaptation to evolving customer requirements.

Future Research

Further research should explore the integration of an artificial intelligence-based chatbot to automate customer inquiries and consultations, potentially improving service efficiency and response times. Investigating the application of machine learning algorithms to personalize service recommendations and promotional offers based on individual customer preferences could enhance customer engagement and loyalty. Additionally, a study examining the scalability of the web-based CRM system to accommodate a growing customer base and expanding service offerings would be valuable, ensuring the long-term viability and effectiveness of the application. These explorations will contribute to a more dynamic and customer-centric beauty service experience, ultimately driving business growth and competitiveness by leveraging the power of technology to understand and cater to individual needs.

References

1. Peningkatan Daya Saing Toko Online Berbasis E-CRM (Studi Kasus Toko RSMSTORE.ID) | J-Com (Journal of... jurnal.stmikroyal.ac.id/index.php/j-com/article/view/1769Peningkatan Daya Saing Toko Online Berbasis E CRM Studi Kasus Toko RSMSTORE ID J Com Journal of jurnal stmikroyal ac index php j com article view 1769
2. IMPLEMENTASI CUSTOMER RELATIONSHIP MANAGEMENT UNTUK PENINGKATAN KUALITAS PELAYANAN PADA KLINIK DINDA... doi.org/10.33330/jutsi.v1i1.1047IMPLEMENTASI CUSTOMER RELATIONSHIP MANAGEMENT UNTUK PENINGKATAN KUALITAS PELAYANAN PADA KLINIK DINDA doi 10 33330 jutsi v1i1 1047
3. Design of a Web-Based Customer Relationship Management (CRM) Application for Clinics | POSITIF : Jurnal... ejurnal.poliban.ac.id/index.php/Positif/article/view/1572Design of a Web Based Customer Relationship Management CRM Application for Clinics POSITIF Jurnal ejurnal poliban ac index php Positif article view 1572
4. Penerapan Customer Relationship Management Pada Klinik K-Skincare Berbasis Android | Erlansyah | Jutisi... doi.org/10.35889/jutisi.v12i3.1477Penerapan Customer Relationship Management Pada Klinik K Skincare Berbasis Android Erlansyah Jutisi doi 10 35889 jutisi v12i3 1477

Subjects

1. #customer relationship management#customer relationship management
2. #engagement scale#engagement scale

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