DEVELOPMENT OF CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM TO IMPROVE SERVICE QUALITY IN PT MANULIFE LIFE INSURANCE INDONESIA
Abstract: Customer
Relationship Management System (CRMS) Development in orderto improve service
quality in PT. AJ. Manulife Indonesia is done by comprehendingthe performance
model of the company and the factors that are affecting the company performance
improvement and the quality of the decision to be taken by top management. System
Dynamic is a method that can be used to stimulate complex systems. SystemDynamics
approach is expected to build a model of corporate performance that can be usedto
evaluate the quality of service to customers so that they can make decisions
quickly and accurately. This study proves that the model is built with standard
models used as changingtargets and it can simulate a target quality of service
to customers by delivering current andfuture achievement. Achievement in the
future is influenced by the value of achievement of SLA, Response Time, and
Defect, where the greater value of control, the greater value of the correction
rate so that the GAP will be smaller. Correction rate which is determined in
this study was 10%, 20%, and 30% of GAP (CB)
Author: Chriswanto
Journal Code: jptinformatikagg140018
