Design of information system for karaoke room reservation using web-based Customer Relationship Management (CRM) concept: case PT. Vizta Pratama ”Inul Vizta”
THESIS
DESIGN OF INFORMATION SYSTEM FOR KARAOKE
ROOM RESERVATION USING WEB-BASED CUSTOMER
RELATIONSHIP MANAGEMENT (CRM) CONCEPT
(Case: PT. Vizta Pratama ”Inul Vizta”)
Nidia Ulhasanah Mubarok 108091100013
DEPARTMENT OF INFORMATICS ENGINEERING FACULTY OF SCIENCE AND TECHNOLOGY
SYARIF HIDAYATULLAH STATE ISLAMIC UNIVERSITY JAKARTA 2014 M / 1436 H
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ii THESIS COVER
DESIGN OF INFORMATION SYSTEM FOR KARAOKE
ROOM RESERVATION USING WEB-BASED CUSTOMER
RELATIONSHIP MANAGEMENT (CRM) CONCEPT
(Case: PT. Vizta Pratama
”Inul Vizta”)
Nidia Ulhasanah Mubarok 108091100013
DEPARTMENT OF INFORMATICS ENGINEERING FACULTY OF SCIENCE AND TECHNOLOGY
SYARIF HIDAYATULLAH STATE ISLAMIC UNIVERSITY JAKARTA 2014 M / 1436 H
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STATEMENT
I HEREBY DECLARE THAT THE THESIS TITLE DESIGN OF INFORMATION SYSTEM FOR KARAOKE ROOM RESERVATION USING WEB-BASED CUSTOMER RELATIONSHIP MANAGEMENT (CRM) CONCEPT (CASE: PT. VIZTA PRATAMA “INUL VIZTA”) IS MY OWN WORK. THE WORK PRESENTED IN THIS THESIS IS THE RESULT OF ORIGINAL RESEARCH DONE BY MYSELF, WHILE ENROLLED IN THE INFORMATICS ENGINEERING, FACULTY OF SCIENCE AND TECHNOLOGY, STATE ISLAMIC UNIVERSITY JAKARTA AS REQUIREMENT FOR BACHELOR DEGREE. THIS THESIS HAS NOT BEEN SUBMITTED FOR ANY OTHER DEGREE OR AWARD IN ANY OTHER UNIVERSITY OR EDUCATIONAL ESTAMBLISHMENT.
Jakarta, 24 October 2014
Nidia Ulhasanah Mubarok 108091100013
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vi ABSTRACT
Nidia Ulhasanah Mubarok (108091100013), DESIGN OF INFORMATION
SYSTEM FOR KARAOKE ROOM RESERVATION USING WEB-BASED CUSTOMER RELATIONSHIP MANAGEMENT (CRM) CONCEPT (CASE: PT. VIZTA PRATAMA “INUL VIZTA”) (under guidance Mrs. Nurhayati, Ph.D and Mr. Hata Maulana, S.Si, MTI).
The spread of information technology throughout the world has changed a lot of lives. Changes in information technology are the most important, and a perceived benefit is the development of internet technology that makes the world without limits. Internet technology changed the conventional system into a digital system, where everything is efficient and effective. In terms of the utilization of information technology at PT. Vizta Pratama (Inul Vizta), the ordering process is still conventional or not computerized, so the data processing is less effective and efficient, so that the system becomes a coordinated system of online booking and user friendly. In this system design, authors use 5 stages in the method of system development life cycle (SDLC), namely: systems investigation, systems analysis, systems design, programming and testing. CRM is a concept that is used as the company's approach to customer.
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vii PREFACE Bismillahirrohmanirrohim
Author say thanks to Allah for all His favors and gifts that have been given to the authors so author can implement this thesis research and writing with a smooth finish. Blessings and greetings are always delivered to the Prophet Muhammad, his family, his friends, and his faithful followers until the end of time.
This thesis has the title Design Of Information System For Karaoke Room Reservation Using Web-Based Customer Relationship Management (CRM) Concept (Case: PT. Vizta Pratama “Inul Vizta”), arranged to fulfill one of the requirements in completing the program study S1 of Informatic Engineering International at the Syarif Hidayatullah State Islamic University Jakarta.
This opportunity, I wish to gratitude to those who have supported the completion of this thesis. Because without the support of them author will not be able to finish this thesis well. Those who have supported author are:
1. Mr. Dr. Agus Salim, M.Si, as dean of the Faculty of Science and Technology, Syarif Hidayatullah State Islamic University Jakarta.
2. Mrs. Nurhayati, Ph.D, as as head of Department of Informatics Engineering, Faculty of Science and Technology, Syarif Hidayatullah State Islamic University Jakarta, and as a mentor I which supports author in preparing this thesis.
3. Mr. Hata Maulana, S.Si, MTI, as a mentor II which always gives teaching to the author in this thesis.
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4. Mr. Ahmad Hasan Mubarok, as father which always support in the finishing thesis.
5. Mrs. Fauziyyah HS, as a mother who unceasingly pray and always devotes her affection so author can finish this thesis
6. My beloved Muhammad Zahidin Arief, who was unceasing and always takes the time to help, support and encourage author in completing this thesis.
7. Muhammad Zamakhsary Adnan, a very good friend, who want take the time to help author in completing this thesis.
8. Muhammad Chendy, which help encourage the author to make this thesis. 9. Friends who help and support author in completing this thesis especially
Nadisah, Rona, Intan, Amalina and Putri.
10. The whole lecturers and staff of the Faculty of Science and Technology, especially Informatics engineering International, which has guided during their studies at Syarif Hidayatullah State Islamic University in Jakarta.
Final words with humbly author apologize as much as possible for the lack contained in this thesis and for the all the suggestions and constructive criticism is expected for the perfection of this thesis. Hopefully this thesis with the permission of Allah SWT can be useful for all. Amin.
Jakarta, 24 October 2014
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SHEET OFFERINGS
This opportunity I wish to thank all parties for the moral and material support very meaningful so this thesis can be completed, including:
1. Highest award to both beloved parents Papah and Umi. To my brothers and sisters and all family who always give encouragement and support during the making of this thesis.
2. My beloved "Kang Ade" Muhammad Zahidin Arief, who always provide encouragement, support and unfortunately to the author, he always introduced and taught me the most valuable life experience, always accompany my days in completing this thesis.
3. Muhammad zamakhsary Adnan and Muhammad Chendy are willing to take the time to help author in completing this thesis.
4. My friends are always faithful to help author and always give encouragement and support (Emons-Emons, Abang-abang and my adoptive brother).
5. My friends, companion in arms from the beginning college entrance to complete the thesis (IT international). And all of those who have helped in the preparation of this thesis, the author cannot put the name one by one. Final words with humbly authors apologize as much as possible. There is no ivory that is not cracked, so even with this thesis. Great hope for the authors of this thesis hopefully helpful to those in need.
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TABLE OF CONTENTS
Pages
THESIS COVER ... ii
APPROVAL SHEET ... iii
VALIDATION TEST ... iii
STATEMENT ... v
ABSTRACT ... vi
PREFACE ... vii
SHEET OFFERINGS ... ix
TABLE OF CONTENTS ... x
LIST OF FIGURES ... xiv
LIST OF SYMBOL ... xvii
GLOSSARY ... xviii
CHAPTER I INTRODUCTION ... 1
1.1 Background ... 1
1.2 Problem Statement ... 4
1.3 Scope of Research ... 4
1.4 Research Objectives ... 5
1.5 Benefits of Research ... 6
1.6 Research Methodology ... 7
1.7 Systematics Writing ... 8
CHAPTER II THEORY ... 10
2.1 Software Engineering ... 10
2.2 Inul Vizta (PT. Vizta Pratama) ... 10
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2.3.1 Definition of CRM ... 12
2.3.2 Types of CRM ... 13
2.3.3 CRM applications ... 13
2.3.4 The business focus of CRM ... 14
2.3.5 Customer satisfaction, loyalty and business performance ... 15
2.3.6 Customer lifecycle ... 17
2.3.7 Supply chain CRM ... 18
2.3.8 Benefits and challenges of CRM ... 20
2.4 Internet ... 21
2.5 Hypertext Transfer Protocol (HTTP) ... 21
2.6 Hypertext Markup Language (HTML) ... 21
2.7 Research Method ... 22
2.7.1 Data collection ... 22
2.7.2 SDLC (System Development Life Cycle)... 23
2.8 System design tool ... 35
2.8.1 Data flow diagram (DFD) ... 35
2.8.2 State transition diagram (STD) ... 36
2.8.3 Entity relationship diagram (ERD) ... 38
2.9 PHP (Personal Home Page) ... 39
2.9.1 History PHP ... 39
2.9.2 PHP concepts ... 41
2.9.3 Advantages of PHP ... 41
2.10 MySQL ... 42
2.11 Similar Literature Studies ... 43
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3.1 Data Collection Methodology ... 47
3.1.1 Studies Library ... 47
3.1.2 Field Study ... 48
3.1.2.1Observation ... 48
3.1.3 Similar literature studies ... 50
3.2 CRM Analysis Method ... 51
3.3 Development Method systems ... 51
3.4 Framework ... 54
CHAPTER IV RESULTS AND DISCUSSION ... 56
4.1 System Investigation ... 56
4.2 Systems Analysis ... 57
4.2.1 Analysis system running ... 57
4.2.2 Inputs, processes and outputs in the system running ... 59
4.2.3 Context diagram running system ... 61
4.2.4 Proposed solutions ... 62
4.2.5 Analysis of the proposed system ... 63
4.2.6 Inputs, processes and outputs in the system proposed ... 65
4.2.7 Context diagram of the proposed system ... 67
4.2.8 Proposed Zero diagram ... 70
4.2.9 Diagram process ... 71
4.3 Systems Design ... 78
4.3.1 Flowchart design process ... 80
4.3.2 Design of CRM concept ... 81
4.3.3 ERD design and Data structure ... 83
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4.3.3.2 Normalization ... 83
4.3.3.3 Data structure ... 86
4.3.3.4 State Transition Diagram (STD) ... 87
4.3.4 Design web interface ... 97
4.4 Programming ... 112
4.5 Testing ... 113
CHAPTER V CONCLUSION AND SUGESSTION ... 115
5.1 Conclusion ... 115
5.2 Suggestion ... 115
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LIST OF FIGURES
Pages
Figure 2.1 The satisfaction profit chain ... 16
Figure 2.2 The CRM value chain ... 18
Figure 2.3 SDLC ... 24
Figure 2.4 Feasibility study ... 26
Figure 2.5 External entity symbols ... 35
Figure 2.6 Process symbols ... 36
Figure 2.7 Data flow symbols ... 36
Figure 2.8 Data store ... 36
Figure 2.9 State Transition Diagrams ... 38
Figure 3.1 Framework ... 55
Figure 4.1 business flowcharts running this time... 59
Figure 4.2 context diagram system running today ... 62
Figure 4.3 business flowcharts proposed system ... 65
Figure 4.4 Context diagram proposed system ... 69
Figure 4.5 Proposed Zero Diagrams ... 70
Figure 4.6 Diagram process 1 ... 71
Figure 4.7 Diagram process 2 ... 72
Figure 4.8 Diagram process 3 ... 73
Figure 4.9 Diagram process 4 ... 74
Figure 4.10 Diagram process 5 ... 76
Figure 4.11 Diagram process 6 ... 77
Figure 4.12 Diagram process 7 ... 78
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Figure 4.14 ERD ... 83
Figure 4.15 First Normal Form (1NF) ... 84
Figure 4.16 Second Normal Form (2NF) ... 85
Figure 4.17 Third Normal Form (3NF) ... 86
Figure 4.18 structure menus for customer member ... 87
Figure 4.19 structure menus for Admin ... 87
Figure 4.20 STD Home pages ... 88
Figure 4.21 STD Signup ... 89
Figure 4.22 STD Login ... 89
Figure 4.23 STD Home pages for member ... 90
Figure 4.24 STD About us pages ... 90
Figure 4.25 STD Outlets and rooms pages ... 91
Figure 4.26 STD Reservation pages... 91
Figure 4.27 STD profile pages ... 92
Figure 4.28 STD Home pages for non-member ... 93
Figure 4.29 STD About us pages ... 93
Figure 4.30 STD Outlets and Rooms pages ... 94
Figure 4.31 STD Reservation pages... 94
Figure 4.32 STD Admin pages ... 95
Figure 4.33 STD Check-in Order pages ... 95
Figure 4.34 STD List of order pages ... 96
Figure 4.35 STD About us pages ... 96
Figure 4.36 STD pages for Manager ... 97
Figure 4.37 Web navigation reservations online... 98
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Figure 4.39 Design of Login/signup pages ... 100
Figure 4.40 Design of Home pages for member ... 101
Figure 4.41 Design about us pages ... 102
Figure 4.42 Design of outlets and rooms pages ... 103
Figure 4.43 Design of reservation pages (step 1) ... 104
Figure 4.44 Design of Reservation pages (step 2) ... 105
Figure 4.45 Design of Reservation pages (step 3) ... 105
Figure 4.46 Design of Reservation pages (step 4) ... 106
Figure 4.47 Design of Reservation pages (step 5) ... 107
Figure 4.48 Design of Profile pages ... 108
Figure 4.49 Design of Admin pages ... 109
Figure 4.50 Design of Check-in Order pages... 110
Figure 4.51 Design of List of order pages ... 111
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LIST OF SYMBOL ERD SYMBOL
Descriptions Minimum examples
Maximum examples
Symbols relationship One
(one and only one) 1 1
Zero or one 0 1
One or more 1 Many (>1)
Zero, one, or more 0 Many (>1)
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xviii GLOSSARY
CRM : Customer Relationship Management HTTP : Hypertext Transfer Protocol
HTML : Hypertext Markup Language SDLC : System Development Life Cycle DFD : Data Flow Diagram
STD : State Transition Diagram ERD : Entity Relationship Diagram PHP : Personal Home Page
SQL : Structure Query Language 1NF : First Normal Form
2NF : Second Normal Form 3NF : Third Normal Form
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CHAPTER I INTRODUCTION CHAPTER I
INTRODUCTION
1.1 Background
Development information of technology is now getting faster to every human need requires information. Advances of technology also come into computers. The computer is means of communication that is necessary for every human being in the world. This is because of getting bigger benefits than the component or other tools. Internets which are currently the most resources quickly and accurately, while the Internet has become a necessity both from the business community and from the ordinary people who needs the internet every day to support its activities.
The development of Internet, even irreversible, if the first internet only used to exchange database so that today the Internet has spread to the aspects of social life. Internet can be a place to learn, socialize, shop, trade, play and so on. The World Wide Web (WWW) to provide a means that can be accessed globally by leaving the boundaries of convention.
Vizta Karaoke positioned as "Family Karaoke Trendy and Selebizz". This Karaoke is targeted to meet the tastes of middle-class people who wants a trendy metropolis singing, hanging out, and partying in place and colorful atmosphere, cozy, fun, comfortable, courteous and so celebrity, but at an affordable cost. With the sector make Vizta Karaoke entertainment services in the field be increased.
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2 This success must be supported by good information systems in line with advances in technology that exists today.
Business strategy is currently focused on the creation of the trust or the trust of customers to the karaoke. Customers are very valuable assets for a karaoke place, if it loses its customers then the karaoke place will lose long term benefits, because the biggest advantage is of a loyal customer.
If in deeper analysis, many constraints faced by the karaoke place when the reservation is done offline. First, the front desk workers should continue to be in place to handle the reservation. Second, the availability of the room karaoke erratic availability of information because they are not channeled karaoke room quickly subscription. Third, when customers call for reservations, front desk staff also need to check the reservation book manually. This will affect the future development of karaoke places, especially towards the karaoke place relationships with customers.
Seeing this condition, many companies want to develop their business by utilizing advances in information technology. In this era of globalization occurred tight competition between companies. There are several things that led to competition that happens, such as: new product to emerge with the kind bervarian, semankin increasing customer demands to get a quality product, at competitive prices, other than that the company is required to provide satisfactory services for customers, and the competition rigorous in promoting the product. The company faced with a reality that is full of rivals, and to resolve the issue, we need a strategy, namely by implementing CRM applications. One thing that is important
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3 and must be considered in the era of the business today is focused on the customer, because it is a key factor for achieving a sustainable competitive advantage in today's competitive business.
Field study of the reservation has been widely studied by experts of national and international researchers. The reservation system is not only the complement system in a company/organization but also the needs of companies in the improvement of existing services. The reservation system is used in various fields of research. Rohim Sugira, Silvia Andini and Abdul Wafa Muhammad (2013) conducted pembuatan dan Implementasi sistem reservasi hotel online berkonsep CRM sebagai upaya peningkatan kualitas layanan dan loyalitas pelanggan terhadap hotel Royal Denail View Bukit Tinggi. Ucu Deti (2011) research on Rancang bangun CRM bebrbasis web pada PT. Gatra Citra Kencana Tour&travel. Furthermore, many previous research also discusses e-treveling reservation services among its Eggy Ramadhani Djunaedi (2011) with the title konsep rancang bangun aplikasi e-traveling berbasis CRM menggunakan Rich Internet application, next William Christanto, Arie Setiawan P and Charitas Fibriani (2012) with the title of perancangan dan implementasi sistem reservasi food court berbasis web dengan memanfaatkan koneksi wifi, then research was performed by Muhammad Wyzer (2011) with the title aplikasi penjualan produk alat music berbasis web.
Utilization of information technology in the enterprise is an advantage in the competition process to consider when in the process of fulfilling its implementation of good governance and can also line between business goals with
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4 IT goals. The system has never done karaoke room reservations online at PT. Vizta Pratama "Inul Vista" using the concept of Customer Relationship Management (CRM).
Based on the reasons why an application needs to be designed CRM (Customer Relationship Management) to facilitate the performance of the reservation and karaoke party service providers, so as to provide services more quickly and efficiently to the customer and the customer can do it anytime and anywhere. So in this case the author tries to take the title theme Design of Information Systems for Karaoke Room Reservation Using Web Based Customer Relationship Management (CRM) Concepts (Case Study: PT. Vizta Pratama "Inul Vizta").
1.2 Problem Statement
Based onthe background above, it can be formulated several problems, as follows:
1. How to create the design of online reservation for karaoke PT. Vizta Pratama (Inul Vizta)?
2. Would it be efficient when using the online reservation to book a karaoke room at PT. Vizta Pratama (Inul Vizta)?
1.3 Scope of Research
Given the wide scope of the problems above, the author will make restrictions on the issue in the writing of this research focused on the problem and
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5 achieve optimal results. Design of Information Systems Karaoke Room Reservation Booking Concepts Implementing Customer Relationship Management (CRM) is implemented in Web-Based PT. Vizta Pratama "Inul Vizta" Jakarta. The limit problem is as follows:
1. The system only provides information about services such as address karaoke outlet, and the reservation price of the room
2. The system is only related to the karaoke room reservation does not include the cost of meals and the use of other karaoke facilities
3. The reservation system is only room for “Inul Vizta”as the object in this study
4. The system only tells room available according to time of check-in and check-out then can be ordered based on the date
5. The reservation system using a customer relationship management (CRM) as a concept in building relationships with the guests
6. This study focuses only at “Inul Vizta” around Jakarta
7. This study is limited to the karaoke room reservation online system
1.4 Research Objectives
The aim of this research consists of general purpose and special purpose. The overall aim is to produce a karaoke room booking reservation system in an effort to increase service levels. while the specific objectives of this study resulted in:
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6 1. karaoke room reservation process is done online is expected to improve
the quality of service to the customer.
2. The existing web reservation is expected to provide information regarding how to book a karaoke room reservation online and the detail information of the price for every room in every outlet.
3. Provide advice or recommendation on the proposal karaoke room reservations online using the concept of customer relationship management (CRM) to the PT. Vizta Pratama "Inul Vizta".
1.5 Benefits of Research
The benefits gained from the study include: a. Benefits for author:
1. As a condition of graduation support Tier 1 (S1)
2. This topic provide a thorough understanding of the concept Customer Relationship Management (CRM) that can be used in a case of reservation services
3. Provides a thorough understanding of the design and construction of a Decision Support System for planning a career in a company. b. Benefits to the company:
1. Karaoke room reservation process is done online is expected to improve the quality of service to customers
2. Can perform the necessary improvements to the company's progress
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7 3. Can be used as a reference for the karaoke room booking reservation system using the concept of Customer Relationship Management (CRM) at PT. Vizta Pratama "Inul Vizta".
c. Benefits to the university:
1. Can be used as a reference for subsequent studies related to the karaoke room reservation system using the concept of Customer Relationship Management (CRM).
1.6 Research Methodology
In carrying out this study, author used the following methods: 1. Methods of Observation
Data collection, and direct observation by researchers at PT. Vizta Pratama "Inul Vizta" in Jakarta.
2. Interview
Collect data by interviewing people directly related to the research study is being conducted.
3. Questionnaires
Questionnaires that data collection activities conducted by the author to get the answers of the respondents without direct author to explain the intent of the question. The results of the questionaire is used as the material recommendations can be suggested for PT. Vizta Pratama "Inul Vizta".
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8 4. Library Studies
The collection of data and information by reading books related to the reservation and the concept of customer relationship management (CRM) a benchmark study.
5. The study of literature
That is a kind of research journals and scientific work is concerned with matters relating to the components of the research activities.
1.7 Systematics Writing
CHAPTER I INTRODUCTION
This chapter describes the background, the formulation of the problem, limitation of the study, the purpose of the study, the benefits of research, research methodology, and systematic writing of each chapter.
CHAPTER II THEORY
This chapter describes the definition and theories are used as a foundation or basis in research.
CHAPTER III RESEARCH METHODOLOGY
This chapter describes the methodology used in the implementation and analysis of research data in the reservation of research activities using web-based CRM concept.
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CHAPTER IV RESULT AND DISCUSSION
This chapter contains the analysis and discussion of the results of research regarding the reservation of research activities using web-based CRM concept.
CHAPTER V CONCLUSION AND SUGESSTION
This chapter is a cover that contains a summary of the description of the research and suggestions for improvement in the company's progress.
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CHAPTER II THEORY CHAPTER II
THEORY
2.1 Software Engineering
Software engineering is the development and using development principles sound to obtain economically software that is reliable and works efficiently on real machines. Software engineering is a discipline of science that integrates process, methods, and assistive devices for computer software development process (Pressman, 2002).
2.2 Inul Vizta (PT. Vizta Pratama)
Inul Vizta is the place of karaoke which has a different concept with the other karaoke places, even established in 2005, but Inul Vizta now has over 100 outlets and an icon largest karaoke in ASIA. And get some plaque, such as TOP Brands, Franchise TOP of Mind, Master Service Award, and was also believed by the World Karaoke event to represent Indonesia in the Karaoke World Championship (KWC), held in Finland in 2013 ago.
Inul Vizta is a Karaoke which positioned by "FAMILY KARAOKE TRENDY AND SELEBIZZ". This Karaoke is targeted to meet the tastes of middle-class people who want a trendy metropolis singing, hanging out, and partying in place and colorful atmosphere, cozy, fun, comfortable, and courteous, so Celebrity, but at an affordable cost. Inul Vizta Family Karaoke & Karaoke
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11 concept-art Vizta Family Karaoke is positioned as KARAOKE TRENDYANDSELEBIZZ is targeted to meet the tastes of middle-class people who wants a trendy metropolis singing, Hang out ', and feasting on the place and the atmosphere cozy, fun, comfortable, safe, courteous and so celebrity, yet at affordable cost Judging from the facility, type of service, and office rental rates, karaoke retail industry can be divided into 2 categories: Karaoke executives and families. Both of these types of places have karaoke characteristics, advantages and disadvantages of each. Inul Vizta takes advantages of both these concepts and makes a new karaoke concept by using a computerized system, an audio system with a variety of effects. As for the interior room or make the customer comfortable to linger.
Karaoke at Inul Vizta is affordable and inexpensive enough, especially the existing use-package or promo, and at certain hours Inul Vizta provide happy hour package is to pay half the price. Hourly rental prices vary, due to some type of different rooms. And the price is adjusted to the size per room.
System used by Inul Vizta to select and play songs is use the remote control or touchscreen on the computer screen. As for audio, the latest innovation gives Inul Vizta - effect is a special effect for vocals with 4 effects are studio, karaoke, live, extreme like a professional singer. Plus every office there is a headset to listen to our voices more clearly.
Inul Vizta has an extensive collection of songs, there are approximately 120,000 songs contained in Inul Vizta. And its advantages, the customer can request any song if there is a song that customers want and are not in Inul Vizta,
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12 the customer can request by sending an email to Inul Vizta. If the song is in the request has been completed in the process, then the customer will tell that the song has been available on request.
2.3 CRM
2.3.1 Definition of CRM
CRM is the overall activities of the company to acquire and retain customers (Turban, 2006). CRM recognizes the customer as the core of the business and that the company's success depends on customer relationships are managed effectively. CRM focuses on building long-term customer relationships and sustainable, that added value for the customer and the company.
CRM is an integrated approach to identifying, acquiring and retaining customers.CRM managing all aspects of interaction a company has with its customers, Including prospecting, sales and service (Buttle, 2009).
Generally, CRM is an approach that recognizes the customer as the core business and that the company's success depends on the effectiveness of customer relationship management. In other words: "CRM is a business strategy to select and manage customers to optimize long-term value.
CRM can be said to be nearly equal to the marketing concept based on the relationship, but cannot be arbitrarily called a relationship based marketing, is CRM. CRM said wider because it includes a direct
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13 relationship between the customer and the seller. To be convincing direct marketing and the company must be willing to change their behavior towards certain customers, according on what he knows about the customer. Thus, CRM basic idea is simple: the treatment of different customers in different ways.
2.3.2 Types of CRM
There are 4 main types of CRM activity that involved, among other things (Buttle, 2009).
1. Strategic, is a core customer-centric business strategy that aims at winning and keeping profitable customers.
2. Operational, focuses on the automation of customer-facing processes such as selling, marketing and customer service.
3. Analytical, focuses on the intelligent mining of customer-related Data for strategic or tactical purposes.
4. Collaborative, applies across organizational boundaries with a view to optimizing company, partner and customer value.
2.3.3 CRM applications
CRM applications (Turban, 2006), namely: 1. Customer facing application
This application covers all areas where customers interact with the company: call centers, including parts of help desk, sales force
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14 automation, and field service automation. CRM application which is essentially automates the flow of information or support the employees who work in these areas.
2. Customer touching application
These newer applications, as customers interact directly with the application. This application in the form of e-commerce, self-service customer support, and more consumer electronics applications interact again. Example: i-CRM.
3. Customer centric intelligent application
This application is intended for analyzing the various outcomes of operational processing and use of the results of such analysis to improve the CRM application. Reporting and storage of data as well as data mining, is the main topics of this application.
4. Online Network Application
Online network refers to a variety of methods that provide opportunities to build personal relationships with many people in the business. Example: chat, and discussion list.
2.3.4 The business focus of CRM
The fundamental reason for companies wanting to build a relationship with the customer is economic. Companies generate better result when they manage their customer base in order to identify, acquire, satisfy and retain profitable customers (Buttle, 2009).
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15 Managing the full range of customer relation involves two related objectives: one, to provide the organization and all of its customer-facing employees with a single, complete view of every customer at every touch point and across all channels; and, two, to provide the customers with a single, complete view of the company and its extended channels (O'Brien, 2005).
CRM uses information technology to create a cross-functional enterprise system that integrates and automates many of the customer serving processes in sales, marketing, and customer services that interact with a company's customers. CRM systems also create an IT framework of web-enabled software and databases that integrates these processes with the rest of the company's business operations, and supports collaboration among a business and its customers and partners. CRM systems include a family of software modules that provides the tools that help business and its employees provide fast, convenient, dependable, and consistent service to its customers.
2.3.5 Customer satisfaction, loyalty and business performance
An important rationale for CRM is that improves business performance by enhancing customer satisfaction and driving up customer loyalty, as shown in figure 2.1. there is compelling logic to the models, the which has been dubbed the satisfaction-profit chain.
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16 Figure 2.1 The satisfaction profit chain
Satisfaction increases because customer insight allows companies to understand their customers better, and create improved customer value propositions and better customer experiences. As customer satisfaction rises, so does customer intention to repurchase.
Customer satisfaction is the customer’s fulfillment response to a customer experience. The experience component of the definition suggests that the satisfaction evaluation can be directed at any or all elements of the customer experience. This can include product, service, process and any other components of the customer experience. The most common way of quantifying satisfaction is to compare the customer’s perception of an experience with their expectation.
Customer loyalty has also been the subject of considerable research. There are two major approaches to defining and measuring loyalty, there are: based on behavior and the attitude. Behavioral loyalty is measured by reference to customer purchasing behavior. Attitudinal
Customer
satisfaction Customer loyalty
Business performance
Understand customer requirement
Meet customer expectation
Deliver customer value
Behavioral loyalty
Attitudinal loyalty
Revenue growth
Share of customer
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17 loyalty is measured by reference to components of attitude such as beliefs, feelings and purchasing intention.
Business performance can be measured in many ways. The recent trend has been away from simple short-term financial measures such as quarterly profit or earnings per share. Leading companies are moving towards a more rounded set of performance indicators, such as represented by the balanced scorecard.
2.3.6 Customer lifecycle
Customer lifecycle are attempted to depict the development of a customer relationship over time. Customer lifecycle collapsed into three major management activities:
1. Acquiring new customer
Customer acquisition is the first issue that managers face as they attempt to build a valuable customer base. There are three major decisions to be made: which prospects to target, how to communicate with them, and what offer to communicate to them. 2. Developing customer value (Enhance)
Customer development is the process of growing the value of retained customers. Customer development strategy aims to increase the value of those retained customers to the company.
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18 3. Retaining existing customer
Customer retention is the maintenance of continuous trading relationships with customers over the long-term. A customer retention strategy aims to keep high proportion of valuable customers by reducing customer defections (churn).
2.3.7 Supply chain CRM
Supply chain CRM establishes five process stages for the development and implementation of a CRM strategy. Each of the five stages is done is by using a number of tools and processes. This model also identifies a number of supporting conditions that facilitate the implementation. Here is an overview of the supply chain CRM:
Figure 2.2 The CRM value chain
The main stages in the development and implementation of the CRM value chain include:
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19 1. Customer portfolio analysis
This stage involves the analysis of actual customer base and potential to identify the customers which one to be served in the future. Strategically, the top list will be a significant customer, including those that will generate profits (value) in the future. 2. Customer intimacy
At this stage can be recognized identity, history, demands, expectations, and customer choice.
3. Network development (SCOPE)
Network development is to identify, explain, and manage relationships with members of the corporate network. This includes organizations and people who contributed to the creation and delivery of value proposition for the customer selected. Network can include members from outside such as suppliers, partners and owners / investors, and also the fundamental internal, i.e. employees.
4. Value proposition development
This stage involves identifying sources of customer value and the creation of a proposition and experience that meet the needs, expectations, and their choice.
5. Manage the customer life cycle
Customer life cycle is the customer journey from the status of 'suspect' to 'support'. Life cycle management requires attention to
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20 the processes and structures. The process is how the company started working on the processes of the company, and how the company will measure the performance of its CRM strategy. While the structure is how the company will organize itself to manage customer relationships.
These five main stages of the CRM value chain sequence representing the three phases of CRM strategy, namely the analysis, development and implementation resources. Customer portfolio analysis (customer portfolio analysis) and customer intimacy (customer intimacy-CI) is a major analysis activities. CPA involves customer data users and market to decide which customers will be served, while CI involves understanding customers and their needs.
2.3.8 Benefits and challenges of CRM
The potential business benefits of CRM are many. For example, CRM Allows a business to identify their best customers and targets ─ those who are the most profitable to the business so they can be ─ retained as lifelong customers for greater and more profitable service. It’s makes possible real-time customization and personalization of products and services based on customer wants needs, buying habits, and life cycles. CRM also can keep track when a customer contacts the company, Regardless of the contact point. And CRM systems can enable a company
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21 to provide a consistent customer experience and superior service and support across all the contact points a customer chooses. All of these benefits would provide strategic business value to a company and a major customer value to its customers.
2.4 Internet
The Internet is a global computer network- a network that connects computer networks of businesses, organizations, government agencies, and schools around the world, with fast, direct and save. Public cooperative facilities and that can run their own that can be access so many people throughout Indonesia.
2.5 Hypertext Transfer Protocol (HTTP)
HTTP is the communications standard used to transfer pages at part of www in the internet. HTTP defines how messages are formatted and transmitted, and what actions need to be taken by the explorer browser and the web server in response to various commands.
2.6 Hypertext Markup Language (HTML)
HTML is an approach to data management where data is stored in the network nodes to connect to the link called hyperlinks. HTML is the standard language used by the World Wide Web to create and recognize hypertext
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22 documents. Users access data through an interactive system explorer (Turban, 2006).
HTML gives users the option to control the visual elements such as font, font size, and spacing without having to change the initial information. Several of the programs in the top software suites will automatically convert documents into HTML formats. These include Web browsers, word processing and spreadsheet programs, database managers, and presentation graphics packages. These and other specialized web publishing programs like Microsoft FrontPage and Lotus FastSite provide a range of features to help you design and create multimedia web pages without formal HTML.
2.7 Research Method
2.7.1 Data collection
The data collection is systematic and standard procedures to obtain the necessary data (Nazir, 2011). The collection of data is a crucial step in the scientific method, because the data collection is a premiere procurement process the data for research purposes.
Data is the foundation of all things, events, activities, and transactions are recorded, classified, and stored, but not organized to express a particular meaning. Information is data that has been arranged so that it has meaning and value for the recipient.
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23 2.7.2 SDLC (System Development Life Cycle)
SDLC is the approach through several stages to analyze and design a system where the system has been developed very well through the use of activity cycles and user specific analyzer (Kendall, 2007).
SDLC is a traditional system development methods are used by various companies to large IT projects. SDLC is a structured framework that consists of sequential processes for developing information systems (Turban, 2006).
SDLC models can contain more or less than eight stages that are presented here. However, the flow of work largely remains the same, regardless of the number of stages. In the past, the developers used Waterfall approach for SDLC, where a variety of jobs at a stage before the work is completed entirely to next stage. Now, the developers of the system will go back and forth between the various stages as needed.
System development project produces the desired results through teamwork. The development team includes alkaline user, system analysis, programmers, and technical specialists. Users are employees of all levels and functional areas in the company that will interact with the system, directly or indirectly. Analyst information system is an expert system that specializes in analyzing and designing information systems. The programmer is an expert information system that modifies existing computer programs or writes new computer programs to meet the needs of users. Technical specialists, is an expert in a particular type of technology,
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24 such as databases or telecommunications. All the people hit by the changes in the information system (the users and managers, for example) is referred to as the parties with an interest in the system (system stakeholders), and usually involved in various levels as well as time in development system.
Section in the remainder of this section will discuss each of these processes (stages) in the eight stages of the SDLC.
Figure 2.3 SDLC
1. Investigation Systems
The professional system developers agree that the more time spent on understanding the business has problems to be solved, understand the
(1) Investigation Systems
(2) Analysis systems
(6) Implementation Systems
(7) Operational (5) Testing
(4) Programming (3) Design systems
(8) Maintenance
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25 various technical options for the system, and understand the various problems that seem to occur during development, the greater the chances of success would solve that problem. For this various reasons, systems research begins with a business problem (or opportunity).
Problems (and opportunities) often require not only an understanding of the internal point of view, but also as viewpoint organization partners (suppliers or customers) will see it. Another useful perspective is from the competitors. (How competitors respond to a similar situation, and what the results as well as additional opportunities to come?) Creativity and creative thinking can provide great results while isolated issues that can be considered as a cause of systemic failure are beyond organizational boundaries. Once this perspective can get, the people involved can see better the true scope of the project and offer a variety of potential solutions. Then the initial assessment of the various solutions proposed system can be started.
Feasibility study. Subsequent work in the research phase system is the feasibility study. Because the processes of development can be costly, the systems investigation stage typically requires a preliminary study called a feasibility study. A feasibility study is a preliminary study where the information needs of prospective users and the resource requirements, costs, benefits, and feasibility of a proposed project are determined. Then a team of business professionals and IS specialists might formalize the findings of this study in a written report that includes preliminary
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26 specifications and a developmental plan for a proposed business application. If the management of the company approves the Recommendations of the feasibility study, the development process can continue.
Thus, the goal of feasibility studies is to Evaluate alternative system solutions and to propose the most feasible and desirable for business application development. The feasibility of a proposed business system can be evaluated in terms of four major categories, as illustrated in figure 2.4
Organizational feasibility Economic feasibility
How well the proposed system supports the business priorities of the organizational
Cost savings Increased revenue Decreased investment
requirements Increased profits
Technical feasibility Operational feasibility
Hardware, software, and network capability, reliability, and availability
Employee, customer, supplier acceptance Management support Government or other
requirements
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27 The focus of organizational feasibility is on how well a proposed system supports the strategic business priorities of the organization. Economic feasibility is concerned with the weather expected cost savings, Increased Revenue, Increased profits, reductions in required investment, and other types of benefits will exceed the cost of developing and operating a proposed system.
Demonstrated technical feasibility can be reliable if the hardware and software capable of meeting the needs of a proposed system can be acquired or developed by the business in the required time. Finally, operational feasibility is the willingness and ability of the management, employees, customers, suppliers, and others to, operate, use, and support a proposed system.
2. Analysis Systems
Once the project development approval required from all participants, systems analysis phase will begin. Systems analysis is the process of studying a variety of business issues can be addressed through the planned enterprise information systems. This stage determines the business problem, identify various causes, specifying solutions, and identify information needs that must be met by the solution. Understanding of the business problem requires an understanding of the various processes involved.
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28 The system development process frequently takes the form, or includes, a prototyping approach. Prototyping is the rapid development and testing of working models, or prototypes, of new applications in an interactive, iterative process that can be used by both IS specialists and professionals business. Prototyping makes the development process faster and Easier, especially for projects where end user requirements are hard to fine. Thus, prototyping is sometimes called Rapid Application Development (RAD). Prototyping has also opened up the application development process to end users because it simplifies and accelerates system design. Thus prototyping has enlarge the role of the business stakeholders affected by a proposed system, and helps the make possible a Quicker and more responsive development process called agile system development (ASD).
The company has three basic solutions for any business problems related to information systems:
Organizational analysis is an important first step in system analysis. The members of a development team would have to know something about the organization, its management structure, its people, its business activities, the environmental systems must deal with it, and its current information systems. Someone on the team must know this information in more detail for the specific business units or workgroups that will end users affected by the new or improved information system being proposed.
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29
Analysis of the present system. Before designing a new system, it
is important to study the systems that will be improved or replaced. We need to analyze how the user system hardware, software, networks, and people resources to convert the data resources, such as transaction data into information products, such as reports and displays. Then, we should document how the information system activities of input, processing, output, storage, and control are accomplished.
Functional requirements analysis, this step of systems analysis is one of the most difficult. You may need to work as a team with the IS analysts and other end users to Determine Cell-specific business information needs. Functional requirements are end-user information requirements that are not tied to the hardware, software, network, data, and people resources that end users presently use or might use in the new system.
The main purpose of the system analysis phase is togather information on existing systems, in order to determine which of the three basic solutions to be used and to determine the need for a better system or new. The end result of this stage is a set of needs for information.
Describe the information needs what information, how much information, to whom, when, and in what form the information needed. Analysts system uses many different techniques to get the information
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30 requirements for the new system. These techniques include structured and structured interviews with the users of the tour, as well as direct observation. interviews provide a variety of questions that have been written in advance. In unstructured interviews, the analyst does not have any questions that have been made previously, but using his experience to find out the problems of the existing system of users. Through direct observation, the analyst can observe users interacting with the existing system.
Systems analysis phase produces the following information:
Strengths and weaknesses of the existing system
Owned-hungry functions to the new system can address business issues
Information needs of users over the new system
3. Design Systems
Systems design specifies how the systems will accomplish this objective. Systems design Consist of design activities that produce system specifications satisfying the functional requirements that were developed in the systems analysis process. The result of the technical design phase of the system is that specify the following matters:
Output and input system and user interface
Hardware, software, databases, telecommunications, personnel, and procedures
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31
How the various components of the integrated
System design crosses two major aspects of the new system: logical system design that states what is done by the system, by using abstract specifications, and the physical design system which states how the new system will perform its function, the actual physical specifications. Logical design specification covers the design output, input, processing, databases, telecommunications, control, security, and SI work. Physical design specification covers the design of hardware, software, databases, telecommunications, and procedures.
4. Programming
The developers of the system using the design specifications to obtain the required software for the system in order to meet the functional objectives and overcome business problems. The main benefit of the system is a customized development would be more appropriate for the company rather than your own applications for new business processes and existing company.
Programming involves translator design specification into computer code. This process can be lengthy and time-consuming, because writing computer code remains an art than a science. Large system development project requires a team of programmers. This team often
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32 includes the users of the various functional areas to aid the programmer to focus on the business problem being addressed.
In an attempt to add precision to the process of programming, the programmers use structured programming techniques. These techniques improve the flow of program logic to change computer code into a module, which is some part of the code (sub-series of all programs). This modular structure allows testing more efficient and effective, because each module can be tested independently. Structured programming techniques include the following restrictions:
Every module has one, and only one, function.
Each module has only one entrance and exit. In other words, the logic of the computer program included in the model through one place and out of a scene.
Go to Statement is not allowed.
Three types of structures used in structured programming: sequence, decision, and loop. In order structures, program statements executed one by one until all the statements in the order has been executed. The structure allows decision logic to flow into the branch, depending on the particular conditions. Round structure allows the software do the same program, or part of a program, until certain conditions are met.
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33 5. Testing
Thorough and continuous testing performed throughout the programming stage. Examination of testing to see if the computer code will give results that are expected and desirable under certain conditions.
Tests designed to detect errors ("bugs") in the computer code. These errors are of two types: syntax error and logic error. Syntax errors are easier to find and will not allow the program running. Logic error allows a program running but the result is wrong. Logic error is more difficult to detect, because the cause is not obvious. Programmers should follow the flow of logic in the program to determine sources of error in the results.
6. Implementation
Implementation is the process of controversy from the old system to the new system. Companies can use the four conversion strategies: parallel, direct, initial experiments, and gradual.
Parallel conversion, the old system and the new system operate simultaneously for a certain period of time. In other words, both systems process the same data at the same time, and the results will be compared. Conversion is the most expensive type but most are not at risk.
Direct conversion, the old system will shut down when the new system is turned on at a certain time. This type of conversion is the least expensive, but most at risk if the new system does not work as planned.
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34 Pilot conversion, will introduce a new system in one part of the company. The new system will be operational within a certain period and assessed. Once the new system is working well, it will be used in many other parts of the company.
Phased conversion, introduces the components of the new system, for example module, in several stages. Each module will be assessed, and if it works well, other modules will be introduced to a whole new system can operate.
7. Operation
After the conversion, the new system will operate in a certain period of time, until the system no longer meets the company's objectives. Once the stable operation of the new system, the audit will be conducted during the operating system's ability to assess and determine whether the system is used properly.
8. Maintenance
System requires maintenance. The first type is a maintenance program debugging, which is a process that continues throughout the lifetime of the system. The second type is an update of the system to accommodate changes in business conditions. Various fixes and updates it usually does not add new functionality, but required only that the system can still meet its objectives. The third type of maintenance is to add new
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35 functionality to the system-namely, the addition of new features to the existing system without disrupting operations.
2.8 System design tool
2.8.1 Data flow diagram (DFD)
Data flow diagram is a diagram that illustrates the flow of data. Data flow diagrams can be used to present an automated system or manually with an image in the form of network graphs, symbols used in data flow diagram:
1. External entity (terminal)
Different entities outside the system which is provide data to the system (source) or receive information from the system (sink). External entities are not included in the system. Symbol used:
Figure 2.5 External entity symbols 2. Process (bubble)
Describe what is done by the system, serves to inform one or more output data according to the desired specifications. Each process has one or more input data and produces one or more output data. Symbol used:
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36 Figure 2.6 Process symbols
3. Data flow
Using data flow from an entity to another entity. Direction arrows depict the flow of data that can occur between two successive processes, from data store to process and vice versa, from the source to the process, from process to sink. Symbol used:
Figure 2.7 Data flow symbols 4. Data store
Data store is serves as a place to store data. A process can be take the data or to provide feedback data to the data. Symbol used:
Figure 2.8 Data store
2.8.2 State transition diagram (STD)
State transition diagram is a modeling tool that describes the nature of the time dependence on the system. STD is used to identify the system should behave as such the risk from external events. To achieving this, STD displays various types of models of behavior and outcomes and behavior which made the transition from one state to another state.
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37 Presentation of STD is the basic foundation for determining behavior. STD typically used notation such as:
1. active
State, rectangle symbol
State is a collection of state or an attributes that gives the details of a person or object at a time and under certain conditions. Examples such as the user fills the password, determines the next instruction.
State symbol:
Transition state, directional arrow symbol
Condition
Incident in the external environment can be detected by the system. This will be result in a change to the state of circumstances state waiting for X to state wait to Y. examples such as: interrupt signal and data.
2. Passive
This system does not perform the control of the environment, but rather is receiving data or give any reaction (systems that receive or collect data via signals transmitted by the satellite).
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38 Identification of every possible state of the system and describe
each one in a box, and make the relationship between the state. Start with the first state and continued with the next state
accordance with the desired flow. Here is a simple overview of STD:
Condition
Action
Figure 2.9 State Transition Diagrams
2.8.3 Entity relationship diagram (ERD)
According to Jeffery L. Whitten, Lonnie D. Bentley, Kevin C. Ditman, methods of analysis and design 6th edition (2004), ERD is a data model that uses some notation to describe the data in terms of entities and relationships described by the data. There are 3 kinds of relationship cardinality, there are:
1. One-to-one, which means that each tuple in the entity A associated with at most one tuple in the entity B.
2. One to many, that means a tuple in the entity A may be associated by many tuple in the entity B, but not vice versa, where each tuple in the entity B associated with at most one tuple in the entity A.
State X
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39 3. Many-to-one, which means that each tuple in the entity A may be associated with at most one tuple in the entity, but not vice versa, where each tuple in the entity A associated with at most one tuple in the entity B.
4. Many-to-many, which means that each tuple in the entity A may be associated by many tuple in the entity B and vice versa, where each tuple in the entity B can be associated with many tuple in the entity A.
2.9 PHP (Personal Home Page)
PHP is a web-based programming language that has the ability to process and process data dynamically (Kasiman, 2006). PHP can be regarded as an embedded server-side scripting language, meaning that all the syntax and command written program will be fully executed by the server, but it can be included in regular HTML pages.
2.9.1 History PHP
PHP possess a long history, starting from the idea of a C language programmer named Rasmus Lerdorf. Starting around 1994, Rasmus Lerdorf uses PHP to calculate the number of visitors to the site. Then he issued version 1.0 of PHP tools for free. This version first came out in 1995 and contains a set of PERL scripts that are used to make the site into a dynamic page. Subsequently in 1996 he released PHP version 2.0 that
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40 already has the ability to access the database and can be integrated with HTML.
In 1997 appeared the PHP / FI Version 2.0 with the entire syntax and functions written using C language because domain that uses PHP / FI is very large, then thanks to the help of the various parties comprising Andi Gutsman, Zeev Suarasski, Shane Caraveo, Stig Bakken, and Jim Winstead, then started the birth of PHP 3. There are additional APIs in PHP 3, functions and modules in the PHP script engine that also participated to develop PHP / FI. On 6 June 1998 appears PHP version 3.0 launchedby Rasmus with the software development group.
The next version of PHP 4.0 which was released on May 22, 2000 and is a more complete version than the previous version. The most fundamental changes in PHP 4.0 is the integration of Zend Engine created by Zend Suraski and Andi Gutsman, which is a refinement of the PHP3 scripting engine. Another new feature is the build-in HTTP session, and no longer makes use of additional libraries like in PHP3. The purpose of this scripting language is to create applications that run on web technology.
PHP 4 was launched in order to overcome the deficiencies the weakness contained in PHP 3, by adding new features, such as sessions, output buffering, and the handling of input and output.
PHP version 5 was released in early 2006 and in December 2008 had appeared to version 5.2.8. With many advantages compared to the
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41 previous version, PHP 5 comes bringing more functionality and fixes to bugs. PHP 5 is fast, stable, and ready to be used for production scale.
2.9.2 PHP concepts
PHP is known as a scripting language that integrates with HTML tags, is executed on the server, and is used to create dynamic web pages such as Active Server Pages (ASP) or Java Server Pages (JSP). PHP is a script for server-side web programming. By using PHP, then the maintenance of a website becomes easier. Processes data updates can be done using an application created using PHP scripts. The initial name of PHP is FI, i.e. Form Interface. Was first created by Rasmus Lerdorf. PHP was originally a CGI program that is devoted to receiving input via the form shown on the web browser. PHP is a server-side scripting language that is embedded in HTML (embedded script). PHP concept is very simple, even simpler than CGI. Thus, in making a PHP document, just create a plain HTML, it's just added to the program code is enclosed in the <? ...?>. basic types in PHP, among others: Integer (integer), floating point numbers, Boolean, null, string, array, object, resource.
2.9.3 Advantages of PHP
PHP has several abilities which are one of the advantages of PHP. These capabilities include:
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42
Can work on Windows-based operating system, Linux, Mac OS, and most versions of UNIX.
Costs required to use PHP inexpensive, or even free
Easy to use because it has special features and functions to create dynamic web. PHP programming language designed to be incorporated in the HTML (embedded script)
Security system is high enough
Faster execution time compared to other web programming languages
Access to the database system more flexible and convenient.
2.10 MySQL
MySQL is one type of database that uses SQL server as the base language for accessing databases. Including the MySQL RDBMS (Relation Database Management System) that is popular among web programmers (Wahyu, 2005). MySQL is free (no need to pay to use it). However, MySQL is composed of two licenses, namely:
1. Free license (free software / open source GNU general public license). MySQL is a free license to use, modified source program with a note should be published to the user.
2. Commercial license (non-GPL). Users must pay a fee to MySQL AB as the copyright holder, according to the type of services available.
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43 MySQL has the advantage accessible to many programming languages as "frontend". MySQL is a database server ideal for data of all sizes with the ability to have a very high speed in performing data processing, threaded, multi-user and query. MySQL database file size is smaller than the other database files. SQL (Structure Query Language) is a language of ANSI (American National Standard Input) is used to query the data in the database. All operating data can be done easily by using this language, especially in entry and data selection.
SQL language has a structure that is easy to understand, because it uses the commands in English. SQL commands in MySQL databases such as:
a. insert or add a new record into the database b. execute database queries
c. retrieve data from database d. modify records in the database e. delete records in the database
2.11 Similar Literature Studies
Methods of data collection is analyzing by similar research to find advantages to the researcher doing research now than existing research.
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44
No Author Title Method Agency Year
1 Ucu Deti “Rancang bangun aplikasi customer relationship management (CRM) berbasis web pada PT. Gatra Citra kencana Tour & Travel”
RAD PT. Gatra Citra
kencana Tour & Travel
2011
2 Dhery Haryadi Suhendra
“Rancang bangun web perjalanan umrah berbasis customer relationship management pada PT. Agra semesta tour”
SDLC PT. Agra semesta tour
2010
3 Eggy Ramadhani Djunaedi
“Konsep rancang bangun aplikasi e-traveling
berbasis CRM
menggunakan Rich internet application”
RAD Bayu buana travel service
2011
4 Muhammad Wyzer
“Aplikasi penjualan produk alat musik berbasis web (study kasus: PT. Duta Karya Musikindo jakarta)”
SDLC PT. Duta Karya
Musikindo jakarta
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45 Abstract Literature 1, the author is Ucu Deti (2011); student of Islamic State University Syarif Hidayatullah Jakarta, the research title is “Rancang bangun aplikasi customer relationship management (CRM) berbasis web pada PT. Gatra Citra kencana Tour & Travel”. Author describes application system design using web based application to serve the customer, which is reservation online using CRM concept. Whereas by online reservation will help the customer to buy some travel packet to company.
Abstract Literature 2, the author is Dhery Haryadi Suhendra (2010); student of Islamic State University Syarif Hidayatullah Jakarta, the research title is “Rancang bangun web perjalanan umrah berbasis customer relationship management pada PT. Agra semesta tour”. Author describes system design for “umrah” websites using CRM concept. This application is to help the customer to book “umrah” travel packet to company.
Abstract Literature 3, the author is Eggy Ramadhani Djunaedi (2011); student of Islamic State University Syarif Hidayatullah Jakarta, the research title is “Konsep rancang bangun aplikasi e-traveling berbasis CRM menggunakan Rich internet application”. This research is same as the first literature that describe about travel. But this research is using e-Traveling application, and this also used CRM too. The concept is to ease the customer to reserve some travel packet.
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46 Abstract Literature 4, the author is Muhammad Wyzer (2011); student of Islamic State University Syarif Hidayatullah Jakarta, the research title is “Aplikasi penjualan produk alat musik berbasis web (study kasus: PT. Duta Karya Musikindo Jakarta)”. The purpose of this research is to improve the selling transaction. The result of this system is to ease the customer to get the information about the product and help the customer to buy the product using online system.
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47
CHAPTER III RESEACH METHODOLOGY CHAPTER III
RESEARCH METHODOLOGY
3.1 Data Collection Methodology
The data collection is systematic and standard procedures to obtain the necessary data. In collecting data for this study, conducted research first in order to obtain data and information about the company's problems are based on the theory of CRM.
3.1.1 Studies Library
This method is done by studying the theories that have evolved, seeking the methods and techniques of research, both in collecting data or in analyzing the data, which was used by previous researchers (Nazir, 2005). A literature study carried out by looking and reading some of the existing literature readings as a reference, among other things:
1. Dig information of various Internet sites, such as neither article nor writing online.
2. Read book Related research on the reservation and assess about CRM.
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48 3.1.2 Field Study
3.1.2.1Observation
Data collection with observation is way data retrieval use eye without there is help another standard for need. The Observations do on date 12 April 2014 meet with section manager of PT. Vizta Pratama (Inul Vizta). Observation conducted namely observe the process of delivering information given to consumer of section booking good through conversation direct with consumer or through phone, such as: the cost of rent room Hourly appropriate with size office.
The observation that Author use there are: 1. Interviews
The interview is the process of obtaining information for research purposes by way of question and answer, with a face to face between the interviewer and respondent using a tool called the interview guide (Nazir, 2005). The interview was conducted on April 12, 2014 and met with the manager at PT. Vizta Pratama. From interviews were obtained, namely information such as: the state of the running system, and the weaknesses of the existing system so that the new system needs to be made at the PT. Vizta Pratama. (The interview is attached in appendix).
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49 2. Questionnaire
A data collection is a technique to provide questions to the customer in the form of indirect for matters relating to the quality of service whether it is satisfactory or not. So the questionnaire are given to one of stakeholder of PT. Vizta Pratama (Inul Vizta) Jakarta and customer of Inul Vizta which is taken from International class of State Islamic University deemed to have competence in this field. And the technique that author use for this questionnaire is “Technique sampling”.
Technique sampling is a way of taking a representative sample from the population. To determine the sample in the research, there are a variety of sampling techniques which is used.
Population is a generalization region consisting of the objects or subjects that have certain qualities and characteristics which determined by the researchers to be studied and then drawn the conclusions. Samples are some of the characteristics possessed by the population.
The sampling technique used by the author is a non-probability sampling. Non-Probability sampling is a sampling technique which does not provide same
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50 opportunities or chance for each element or population members to selected to be sampled.
Non-Probability Sampling technique used in this study more precisely the author using purposive sampling technique. The definition of purposive sampling is a sampling technique with special considerations that deserve to be sample, and the data obtained is more representatives by doing the research process are competent in their field.
So in this study which taken into consideration in the selection of the sample is one of stakeholder of PT. Vizta Pratama (Inul Vizta) Jakarta and customer of Inul Vizta which is taken from International class of State Islamic University deemed to have competence in this field.
3.1.3 Similar literature studies
Similar literature studies carried out by looking and reading some of the similar literature previous studies and readings that serve as a comparison. Author visit to the library and look for similar thesis to be collected and conducted a comparison, so I can know what the things that have not been done in previous studies. As reference can be seen in the end of Chapter 2.
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51
3.2 CRM Analysis Method
CRM focuses on building long-term customer relationships and sustainable, those add value for the customer and the company.
CRM analysis methods using the customer lifecycle stages of CRM concept that are contained in:
1. Acquiring new customer
2. Developing customer value (enhance) 3. Retaining existing customer
In the CRM analysis methods, identified efforts to gain new customers, build relationships, to provide attractive offers to the customers so that the customers get satisfaction and will always be a loyal customer.
3.3 Development Method systems
In application development karaoke online reservation system is web-based, compiler using SDLC. The author conducted several stages of development to testing. Having stood the test may be continued until the maintenance stage. The steps that performed in development system stages are with this method as follows:
1. System Investigation
Systems research is to understand the business problem to be solved, understand the various technical options for the system, and understand the various problems that seem to occur during development.
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52 To that end, the research system starts with a business problem or opportunity in PT. Vizta Pratama.
2. Analysis system
This stage contains a system description and analysis of the current system. Description of the current system is a detailed overview of the current system, with its problems. With the addition of the flowchart display the current system will be make it easier to analyze. Analysis of the current system is a process of understanding the problems that exist. The result is the form of proposals to design a new system that can overcome existing problems.
3. System Design
Stages of system design are a technical design that specifies a range of the following:
Output and input system and interface users
Hardware, software, databases, telecommunications, personnel, and procedures
How various component mentioned integrated
System developers use design specifications to obtain the required software for the system in order to meet its functional goals and solve problems that occur in the PT. Vizta Pratama.
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113 While the lines of program code that the author made can be found in the appendix to this thesis. Source code web reservation online karaoke can be seen in appendix program code.
4.5 Testing
At this stage do the testing to each module, is it in accordance with his duties. Then be tested against the overall integration program unit in the module to determine whether the system has been made already meet the desired criteria.
Manual system Web without CRM Proposed system using CRM
Doing reservation direct
come to outlet.
Doing reservation wherever and whenever. It easy to do reservation.
Information only about room type and price. It can be seen in the outlet (flyer/brochure).
Only information about name of outlet, address, phone number.
Information include: name of outlet, address, phone number, price per room, room availability. Can be seen in the web application.
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114
Previous web interface is not attractive or interesting.
Proposes web application is more interesting.
Reservations not efficient, considering the possibility of waiting list.
Reservation is more efficient, because the possibility of waiting list is extremely small.
The availability of column of critiques and suggestions that can improve customer satisfaction, such as understand customer requirement, customer expectation and deliver customer value.
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115 CHAPTER V CONCLUSION AND SUGESSTION
CHAPTER V
CONCLUSION AND SUGESSTION
5.1 Conclusion
Based on the analysis and designing that has been presented above, it can be concluded that the web application reservation online for karaoke room is more efficient at Vizta Pratama (Inul Vizta) in performing room reservation for the customer, because for booking karaoke room the customer does not need to come directly to the outlet.
The design of online reservation web application is designed with simple is to simplify the customers in making reservations on the web application online.
5.2 Suggestion
For more ease in service and payment transactions, then the next step should be the integration on banking that has payments facilities through credit card and debit cards. Because on proposed system is still in early stages that have not been integrated to the banks.
For next research suggest to giving the matrix update process about customer satisfaction, customer loyalty and customer business performance.
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