Penerapan Fitur PBL E-CRM untuk Meningkatkan User Engagement di Aditya Kursus
Abstract
Advancements in information technology have driven the adoption of digital systems across various sectors including non-formal education to support service management and participant relations. This study aims to design and develop a web-based Electronic Customer Relationship Management (E-CRM) system for Aditya Kursus, capable of integrating participant management and service delivery in a more structured manner. A qualitative approach was employed, utilizing data collection methods such as observation, interviews, and literature reviews, while analysis involved interpreting information from diverse sources to determine system requirements and design specifications. The developed system integrates various activities, including participant registration, program and class management, scheduling, assignments, quizzes, attendance tracking, assessment, payment processing, and information dissemination based on user access rights. Additionally, the system incorporates gamification features specifically Points, Badges, and Leaderboards (PBL) where Points are awarded for participant activities, Badges for specific achievements, and Leaderboards based on accumulated Points. The PBL mechanism is designed to provide recognition, feedback, and progress updates, thereby encouraging participants to interact more actively with the system. Black Box Testing demonstrated that the E-CRM's core functions and the PBL mechanism operate according to the designed scenarios. However, this study did not conduct a quantitative user evaluation to measure changes in user engagement. Consequently, the findings indicate that the E-CRM and PBL were successfully implemented to support service management and participant activities, although the effectiveness of PBL in measurably enhancing user engagement requires further evaluation.
Downloads
References
H. Christian et al., “Penerapan E-Crm Sma Kartika X-1 Jakarta Berbasis Laravel Meningkatkan Layanan Informasi Bagi Wali Implementation of Laravel-Based E-Crm Sma Kartika X-1,” vol. 3, no. September, pp. 1639–1648, 2024.
A. C. Zikry, G. Brotosaputro, F. T. Informasi, U. B. Luhur, I. Manajeman, and F. T. Informasi, “Penerapan E-Crm Pada Smk 1 Barunawati Jakarta Untuk the Implementation of E-Crm At Smk 1 Barunawati,” vol. 3, no. September, pp. 1188–1197, 2024.
N. Y. Nisrina and B. S. Sartana, “Implementasi E - Customer Relationship Management Upaya Mempertahankan Pelayanan Di Sma Yadika 6 Tangerang Selatan,” Senafti Semin. Nas. Mhs. Fak. Teknol. Inf., vol. 3, no. September, pp. 1659–1667, 2024.
M. R. P. Kurniawan and H. Hasugian, “Implementasi E-Crm Dalam Penerimaan Peserta Didik Baru Di Sma Muhammadiyah 18,” Semin. Nas. Mhs. Fak. Teknol. Inf., vol. 3, no. 2, pp. 1236–1243, 2024.
K. Khotimah and J. Sutrisno, “Rancangan Dan Implementasi Electronic Customer Relationship Management ( E-Crm ) Dalam Upaya Meningkatkan Pelayanan Sekolah Menengah Pertama,” Senafti Semin. Nas. Mhs. Fak. Teknol. Inf., vol. 3, no. September, pp. 1293–1300, 2024.
Z. A. Cahyani and J. Sutrisno, “Penerapan Electronic Customer Relationship Management ( E-Crm ) Untuk Meningkatkan Pelayanan Implementation of Electronic Customer Relationship Management ( E-Crm ) To Improve Customer Service At Pt,” Semin. Nas. Mhs. Fak. Teknol. Inf., vol. 3, no. September, pp. 1705–1712, 2024.
Velisa Stevannie, Btari Mariska Purwaamijaya, and Rangga Gelar Guntara, “Pengaruh E-CRM dan E-Service Quality terhadap Customer Loyalty melalui Customer Experience,” J. e-bussiness Inst. Teknol. dan Bisnis Muhammadiyah Polewali Mandar, vol. 5, no. 1, pp. 79–88, 2025, doi: 10.59903/ebussiness.v5i1.179.
M. Callista, S. Kosasi, I. Wingdes, G. Syarifudin, and I. D. A. E. Yuliani, “Perencanaan Strategis Electronic Social Customer Relationship Management untuk Peningkatan Keterlibatan Pelanggan,” J. Ilm. IT CIDA, vol. 8, no. 2, p. 83, 2022, doi: 10.55635/jic.v8i2.162.
D. Details, “Nabila Putri Strategi Customer Relationship Management ( CRM ) berbasis Big Data Analytics dalam Meningkatkan Customer Retention d …,” pp. 1–20, 2026.
Maharani Siti Aulieza, Agus Umar Hamdani, and Yesi Puspita Dewi, “Implementasi Electronic Customer Relationship Management (E-Crm) Pada Praktik Mandiri Bidan Ernawati,” J. Ticom Technol. Inf. Commun., vol. 14, no. 1, pp. 27–36, 2025, doi: 10.70309/ticom.v14i1.165.
M. R. Rifa’i and Mulyana, “Pengaruh Experiential Marketing Dan E-Customer Relationship Management Terhadap Repeat Buying Dengan Peran Customer Satisfaction Sebagai Variabel Intervening,” J. Akuntansi, Manaj. dan Ilmu Ekon., vol. 5, no. 06, pp. 828–843, 2025, doi: 10.54209/jasmien.v5i06.1724.
K. A. Akhmad and N. Nurohman, “Developing an E-Crm Model Tailored To Msmes Needs for Enhancing Competitiveness in the Digital Era,” Proceeding Int. Conf. Sci. Heal. Technol., pp. 250–258, 2025, doi: 10.47701/3krjdh56.
I. I. Arti, M. Awiet, and W. Prasetyo, “Analisis Pengaruh E-Costumer Relationship Management Terhadap E-Satisfaction dan E-Loyalty Pengguna Access by KAI,” vol. 1, no. 2, pp. 28–37, 2026, doi: 10.25124/govita.v1i2.11435.
A. Amran, S. Muawanah, M. Ayu, S. Wati, Y. Fitrotul Nisa, and W. N. Aprilia, “Implementation of e-crm (electronic customer relationship management) in improving the quality of service at 3 Saudara motorcycle wash,” IT Indep. J., vol. 13, no. 4, pp. 369–378, 2025.
P. Paramita, “The Role of The Role of Customer Relationship Management (CRM) in Enhancing Public Satisfaction with Smart City Services,” Accel. Quantum, Inf. Technol. Algorithm J., vol. 2, no. 1, pp. 1–6, 2025, doi: 10.62123/aqila.v2i1.67.
F. Muhammad, I. Fitri, and R. Nuraini, “Implementasi Customer Relationship Management (CRM) pada Sistem Informasi Pemasaran dengan Menggunakan Framework React.JS Berbasis Website,” J. JTIK (Jurnal Teknol. Inf. dan Komunikasi), vol. 6, no. 1, pp. 93–101, 2022, doi: 10.35870/jtik.v6i1.392.
R. Artikel, M. O. Tumbade, W. E. Kogoya, G. Tabuni, Y. Tabuni, and Y. Onna, “Strategi Bisnis Clothing Line Berbasis Business Model Canvas dan Manajemen Hubungan Pelanggan Clothing Line Strategy Based on Business Model Canvas and Customer Relationship Management,” vol. 12, pp. 186–201, 2026.
N. Aisyah and F. Samudzky, “Implementasi Sistem Customer Relationship Management (CRM) Berbasis Web Menggunakan NodeJS, React, dan MySQL: Studi Kasus Pengembangan CRM-App,” J. Inf. Syst. Bus. Technol., vol. 1, no. 1, pp. 129–134, 2025.
V. T. Rahmani, N. W. Utami, and I. Darmawan, “Analysis of e-customer relationship management BPJS in maintaining customer loyalty,” J. Komun., vol. 19, no. 2, pp. 297–312, 2025, doi: 10.20885/komunikasi.vol19.iss2.art7.
T. C. Chiquitita, W. W. Wolor, and E. D. Utari, “JIMEB Jurnal Ilmiah Manajemen , Ekonomi dan Bis …,” pp. 1–19, 2025.
Z. Tri Zafira, K. Ditha Tania, and W. Kurnia Sari, “Sentiment-Based Knowledge Discovery of Wondr by BNI App Reviews Using SVM, KNN, and Naive Bayes for CRM Enhancement,” J. Appl. Informatics Comput., vol. 9, no. 5, pp. 2498–2508, 2025, doi: 10.30871/jaic.v9i5.10323.
R. Rochmad, A. M. Yusuf, and R. Mulyana, “Impact of Electronic Customer Relationship Management and Quality Moderated by Sharia Compliance on Loyalty (Study on Islamic banks in Jakarta),” Tazkia Islam. Financ. Bus. Rev., vol. 17, no. 2, pp. 81–101, 2024, doi: 10.30993/tifbr.v17i2.337.
A. P. Novita, “Penerapan Crm Sosial Untuk Meningkatkan Hubungan Pelanggan,” J. Comput. Sci. Inf. Technol., vol. 1, no. 1, pp. 11–26, 2023, doi: 10.59407/jcsit.v1i1.332.
N. M. D. Jayanti and V. Kuswanto, “Analisis Dan Perancangan Sistem Informasi Electronic Customer Relationship Management (E-CRM) Berbasis Web Pada CV. Rey Multi Rasa,” J. ALGOR, vol. 5, no. 1, pp. 66–81, 2023.
