E-CRM PENERAPAN FITUR PBL E-CRM UNTUK MENINGKATKAN USER ENGAGEMENT DI ADITHIYA KURSUS

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Abstract

Advancements in information technology during the digital era have revolutionized various sectors, including non-formal education, by providing essential tools for institutional operations. This study aims to design and develop a web-based Electronic Customer Relationship Management (E-CRM) system capable of enhancing service effectiveness for participants at Adithiya Kursus through more structured and efficient customer relationship management. A qualitative research approach was employed, emphasizing in-depth data exploration to uncover specific patterns and contexts. Qualitative analysis focused on interpreting subjects' perspectives through data triangulation from various primary sources. The study demonstrates that implementing the web-based E-CRM system at Adithiya Kursus successfully provided a more effective solution for improving service quality by integrating service management into a unified system. The developed system manages a wide range of activities including participant registration, class and schedule organization, assignments, quizzes, attendance tracking, grading, and payments, as well as centralized information dissemination thereby making administrative and academic processes more efficient, accurate, and accessible to administrators, staff, mentors, participants, and parents based on their respective access rights. Furthermore, the research confirms that applying gamification concepts via the Points, Badges, and Leaderboards (PBL) model significantly boosts user engagement; participants earn points for learning activities and receive badges as rewards for achievements, while the leaderboard system fosters healthy competition and motivates more active participation.