Sistem Informasi Customer Relationship Manajemen (CRM) Berbasis Web Pada PT. Patria Cabang Mendalo


  • Armelia Eka Fitriany Universitas Dinamika Bangsa
  • Herry Mulyono Universitas Dinamika Bangsa


Kata Kunci:

Customer Relationship Management, PT. Patria Cabang Mendalo, Prototype


PT. Patria Mendalo Branch is one of the official Honda motorcycle dealers that sells Honda motorcycles
and official Honda spare parts. Where in the current system there are several problems in obtaining new
customers, improving customer relationships, and retaining customers. Based on the existing problems
PT. Patria Mendalo Branch requires a web-based Customer Relationship Management (CRM) system that
can help PT. Patria Mendalo Branch and Customer in establishing good relations. The purpose of this
research is to analyze the service relationship between the company and its customers and to design a
prototype of a web-based Customer Relationship Management (CRM) system to create a better
relationship between the company and its customers through the features on the website. The author
performs object-oriented design includes use case diagrams, activity diagrams, class diagrams, display
designs, database structure tables. The result of this research is a prototype of a web-based CRM system
that can help solve the problems that exist in PT. Patria Mendalo Branch.


Alim, S. 2021. Aplikasi Customer Relationship Management Menggunakan Pendekatan Framework

Of Dynamic (Studi Kasus: PT Bintang Kharisma Motor Bandar Lampung). Jurnal Data Mining Dan

Sistem Informasi, 2(1), 10-16.

Baran, Roger J. dan Galka. Robert J., 2017. Customer Relationship Management The Foundation of

Contemporary Marketing Strategy Second Edition. New York: Routledge

Bardoloi, Sanjeev, Fitzsimmons, J. A., & Fitzsimmons, M. J. 2018. Service Management Operation,

Strategy, Information Technology, Ninth Edition. New York: McGraw-Hill.

Buttle, Francis and Maklan, Stan. 2016. Customer Relationship Management Concepts and

technologies Third edition. New York: Routledge

Dennis, Alan; Roth, Roberta M; Wixom, Haley Barbara. 2016. Systems Analysis and Design An

Object-Oriented Approach with UML, 5Th Edition. Singapore: John Wiley & Sons.

Fuad, H., Sutarman, S., & Yayah, Y. 2018. Perancangan Sistem Infomasi Customer Relationship

Management Pelayanan Berbasis Web di PT Sahabat Kreasi Muda. JURNAL SISFOTEK

GLOBAL, 8(1).

Irsandi, J. S., Fitri, I., & Nathasia, N. D. 2021. Sistem Informasi Pemasaran dengan Penerapan CRM

(Customer Relationship Management) Berbasis Website menggunakan Metode Waterfall dan Agile.

Jurnal JTIK (Jurnal Teknologi Informasi dan Komunikasi), 5(4), 346-353.

Laudon, Kenneth C.; & Laudon, Jane P .2018. Management Information System: Managing the

Digital Firm, Fifteenth Edition. England : Pearson Prentice Hall.

Peppers, Don and Rogers, Martha. 2017. Managing Customer Experience and Relationships A

Strategic Framework Third Edition. Canada: John Wiley & Sons

Pressman, Roger S. 2016. Software Engeneering A Practitioner’s Approach Seventh Edition. New

York : Mcgraw-Hill.

Rosa, A.S. dan M.Shalahuddin. 2018. Rekayasa Perangkat Lunak Terstruktur Dan Berorientasi

Objek. Bandung : PT. Refika Aditama

Satzinger, John W., Jackson, Robert B., Burd, Stephen D,. 2016. Systems Analysis and Design in a

Changing World. Singapor: Cengage Learning

Stair, Ralph and Reynolds, W. George. 2018. Principle of Information Systems, Eight Edition,

United States of America : Cengage Learning

Turban, Efraim, dkk. 2018. Electronic Commerrce 2018 A Managerial And Social Networks

Prespective Ninth Edition. Springer Texts in Business and Economics

V. Kumar and Reinartz, Werner,. 2018. Customer Relationship Management Concept, Strategy, and

Tools Third Edition. Germany: Springer.

Valacich, J. S., J. F. George and J. A. Hoffer,. 2017. Modern System Analysis and Design, 8th

Edition ed., B. Horan, Ed., New York: Pearson




Cara Mengutip

Eka Fitriany, A., & Mulyono, H. (2023). Sistem Informasi Customer Relationship Manajemen (CRM) Berbasis Web Pada PT. Patria Cabang Mendalo. Jurnal Manajemen Sistem Informasi, 8(1), 67–77.