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ABSTRACT

Dhery Haryadi Suhendra – 105093003052
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Keyword : Customer Relationship Management, waterfall, kepuasan konsumen
Xcii + 145 page + 50 picture + 16 Table + 4 List of Symbols
bibliography : 20 (2001-2010)

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ABSTRAK

Dhery Haryadi Suhendra – 105093003052
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dibimbing oleh Zainuddin Bey Fananie dan Ditdit N Utama.

Teknologi informasi berkembang dengan pesat sekali pada satu dasawarsa terakhir ini,
di mana teknologi informasi dimanfaatkan sebagai alat pemasaran modern oleh banyak
perusahaan, salah satunya PT. Arga Semesta Tour yang bergerak di bidang jasa Perjalanan
Umrah. Enggannya masyarakat dalam menggali informasi, disebabkan faktor jarak dan media
informasi yang kurang lengkap. Sering kali masyarakat dan calon peserta khususnya, merasa
ragu dan enggan mendaftarkan diri untuk mengikuti program ESQ, dikarenakan perbedaan
informasi yang didapat dari sumber-sumber informasi. Perusahaan dinilai gagal karena banyak
calon peserta yang membatalkan minatnya untuk mengikuti Program tersebut. Perusahaan
seharusnya mampu mengkomunikasikan seluruh kebutuhan calon peserta dan masyarakat
yang ingin mengikuti program tersebut, terutama calon peserta yang bertinggal ditempat yang
tidak dekat/mudah aksesnya dalam mengikuti program Umrah ESQ ini. maka dibuatnya
aplikasi Customer Relationship Management menggunakan metodologi pengembangan sistem
terstruktur dengan model pengembangan strategi waterfall dan bahasa pemrograman yang
digunakan adalah PHP dengan MySQL sebagai basis datanya serta Dreamweaver CS3 untuk
desain tampilan web-nya, aplikasi ini diharapkan agar perusahaan dapat menjalin komunikasi
yang baik dengan pelanggan dan meningkatkan pelayanan kepada pelanggan atau pintu
gerbang pusat dalam hal pengetahuan tentang ibadah Umrah.

Kata kunci: Customer Relationship Management, waterfall, kepuasan konsumen
Xcii + 145 Halaman + 50 Gambar + 16 Tabel + 4 Daftar Simbol
Daftar Pustaka : 20 (2001-2010)

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