RUSMIANA, NPM 2109400131 (2025) ANALISIS KEBERHASILAN IMPLEMENTASI SISTEM CRM BERBASIS CLOUD DI INDUSTRI PERBANKAN. Tugas_Akhir (Artikel) Jurnal Sistem Informasi, Teknik Komputer dan Teknologi Pendidikan, 4 (2). pp. 91-94. ISSN 2828-7921 (e-ISSN)
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Abstract
Penelitian ini bertujuan untuk menganalisis keberhasilan implementasi Customer Relationship Management (CRM) berbasis cloud di industri perbankan, khususnya dalam meningkatkan kepuasan pelanggan dan efisiensi operasional. Masalah utama yang dihadapi adalah resistensi internal dari karyawan, keterbatasan infrastruktur teknologi sebelumnya, serta kurangnya pelatihan terkait penggunaan teknologi baru. Penelitian ini menggunakan pendekatan kuantitatif dengan survei yang melibatkan 150 responden dari berbagai level manajemen di bank yang telah mengimplementasikan sistem CRM berbasis cloud. Data yang dikumpulkan dianalisis menggunakan model Technology Acceptance Model (TAM) dan metode statistik deskriptif. Hasil penelitian menunjukkan bahwa faktor kemudahan penggunaan, kepercayaan terhadap keamanan data, dan dukungan manajemen berperan signifikan dalam keberhasilan implementasi sistem ini. Sistem CRM berbasis cloud terbukti mampu meningkatkan efektivitas pelayanan pelanggan hingga 35% dan mengurangi biaya operasional sebesar 20%. Studi ini memberikan rekomendasi bagi bank untuk meningkatkan investasi pada pelatihan karyawan dan keamanan data guna memastikan keberlanjutan sistem Kata Kunci : CRM Berbasis Cloud, Industri Perbankan, Kepuasan Pelanggan, Efisiensi Operasional, TAM ===================================================================================================== This study aims to analyze the success of implementing cloud-based Customer Relationship Management (CRM) systems in the banking industry, particularly in improving customer satisfaction and operational efficiency. The main challenges faced include internal employee resistance, limitations of previous technological infrastructure, and a lack of training related to the new technology. This research employs a quantitative approach through a survey involving 150 respondents from various management levels in banks that have implemented cloud-based CRM systems. The collected data were analyzed using the Technology Acceptance Model (TAM) and descriptive statistical methods. The findings indicate that ease of use, trust in data security, and management support significantly influence the successful implementation of the system. The cloud-based CRM system has been proven to increase customer service effectiveness by 35% and reduce operational costs by 20%. This study recommends that banks enhance investments in employee training and data security to ensure the system's sustainability Keywords : Cloud-Based CRM, Banking Industry, Customer Satisfaction, Operational Efficiency, TAM.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | CRM Berbasis Cloud, Industri Perbankan, Kepuasan Pelanggan, Efisiensi Operasional, TAM ============================ Cloud-Based CRM, Banking Industry, Customer Satisfaction, Operational Efficiency, TAM. |
| Subjects: | Z Bibliography. Library Science. Information Resources > ZA Information resources Z Bibliography. Library Science. Information Resources > ZA Information resources > ZA4050 Electronic information resources |
| Divisions: | Fakultas Sains Dan Teknologi > Sistem Informasi |
| Depositing User: | Unnamed user with email repository@ulb.ac.id |
| Date Deposited: | 30 Apr 2025 08:24 |
| Last Modified: | 30 Apr 2025 08:24 |
| URI: | http://repository.ulb.ac.id/id/eprint/1305 |
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