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Development of a customer relationship management model based on maturity level of cobit 4.1:case studyofthe cooperative sectionat departement of industry, trade, cooperative, and small-medium enterprises, Yogyakarta province |
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| รหัสดีโอไอ | |
| Creator | Juli Lestari |
| Title | Development of a customer relationship management model based on maturity level of cobit 4.1:case studyofthe cooperative sectionat departement of industry, trade, cooperative, and small-medium enterprises, Yogyakarta province |
| Contributor | Ali Tarmuji, Tedy Setiadi, Sri Handayaningsih |
| Publisher | Research and Technology Transfer Affairs Division.Khon Kaen University. |
| Publication Year | 2560 |
| Journal Title | Asia-Pacific Journal of Science and Technology (APST) |
| Journal Vol. | 22 |
| Journal No. | 2 |
| Page no. | 1-6 |
| Keyword | COBIT 4.1, Cooperative Section, Customer Relationship Management (CRM)model, Departement Industry Trade Cooperative and Small-Medium Enterprises, Yogyakarta Province. |
| URL Website | https://tci-thaijo.org/index.php/APST/index |
| Website title | https://tci-thaijo.org/index.php/APST/article/view/84859 |
| ISSN | 2539-6293 |
| Abstract | Departement of Industry, Trade, Cooperative, and Small-Medium Enterprises(DITCSMEs) Yogyakarta Province is one of the featured field that have implemented Blueprint IT of Jogja Cyber Province. For one section in DITCSME namely Cooperative Section, ithas obstacles that limited human resourceses and lack of mastery and utilization of technoloty, services performed. Services performed by this section in serving the cooperative movement is currently using an offline manner. Cooperative section givesinformation system services only limited information to help finish the job and not provide detail information to the customers. In the future, this section yet hasdifficulties in designing how to manage customer based on technology. This paper is based on research "Development of CRM Model based on Maturity Level of Cobit 4.1 (Case study: Cooperative Section at Departement of Industry, Trade, Cooperative, and Small-Medium Enterprises, Yogyakarta Province)". Stages of this research include analysis that the current analysis, calculation of COBIT 4.1, analysis of expected conditions, GAPanalysis, modeling CRM, feasibility, and recommendations. The results of this research are(1) the establishment of a framework for the CRM Model in the cooperative section at DITCSMEs Yogyakarta Province; (2) generation ofmodels that have been tested so it can beused as a reference at the cooperative section in CRM mapping and guidance to the management team on the applications of building planning.Thetest results showed a 100% match. |
