APPLYING A CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEM FOR CLINIC MEDISTIRA 2

  • Pramitha Dwi Larasati Universitas Tanri Abeng
  • Ari Irawan Universitas Tanri Abeng
  • Nikmatul Hikmah Universitas Tanri Abeng

Abstract

The clinic is a small-scale medical facility that only serves outpatient care for specific complaints.
Medistira 2 is a clinic in the Cicadas Gunung Putri built to support the Cicadas village environment's health
aspects. In its operational activities, Medistira 2 has encountered problems related to information services to
patients. There was a queue of patients accumulated at the time of registration and during treatment, making the
patient anxious and uncomfortable. There is no management of responses to criticisms and suggestions of the
Medistira 2 submitted by patients (who can be called customers). Therefore, to create high customer loyalty, it
is necessary to manage good relationships to not switch to other outpatient clinics. The management is done by
creating a Customer Relationship Management (CRM) system to determine the CRM's CRM effect on customer
loyalty at Medistira 2. Data collection methods in this study are interviews, observations, and questionnaires.
The system development method used is Prototype by doing Blackbox-testing as a system test. The results
obtained indicate that the application of CRM to the Customer Loyalty factor is acceptable or significant
(complimentary).


Keywords—Patient, Clinic, Customer Relationship Management (CRM)

Published
2020-09-30