Customer Relationship Management Implementation at Zidan Salon Yogyakarta
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Published:
Nov 2, 2026
Keywords:
ustomer Relationship Management, customer satisfaction, customer loyalty, Zidan Salon Yogyakarta
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Abstract
Customer Relationship Management (CRM) is an important strategy for building long-term customer relationships, especially in today’s competitive digital landscape. This study aims to assess the impact of implementing a CRM system on customer satisfaction, operational efficiency, and marketing strategies at Zidan Salon Yogyakarta. A qualitative descriptive approach was used, with data collected through observation, interviews, and on-site documentation. The results indicate that implementing CRM enables Zidan Salon to better understand customer needs, manage customer data more effectively, and improve scheduling, communication, and promotion. Data-driven strategies developed from the CRM system have been shown to increase customer loyalty and provide Zidan Salon with a competitive advantage in the highly dynamic beauty industry. This study also identifies challenges in system integration and data management and proposes strategic steps to optimize future CRM implementation.
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References
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[6] T. B. Samudra and A. Anggara, “Implementation of Android-based salon booking application for customer service optimization,” International Journal Software Engineering and Computer Science (IJSECS), vol. 4, no. 3, pp. 1056–1065, 2024, doi: 10.35870/ijsecs.v4i3.3279.
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[8] S. L. Z. Lewoema, R. Larasaty, and P. T. Prasetyaningrum, “Implementasi customer relationship management (CRM) berbasis website pada Satu Potret Fotografi,” Journal of Information System and Artificial Intelligence, vol. 4, no. 2, pp. 137–143, 2024.
[9] P. T. Prasetyaningrum, O. Suria, and A. Witanti, “Perancangan e-resource perpustakaan menggunakan customer relationship management berbasis mobile,” Jurnal Eksplora Informatika, vol. 8, no. 1, pp. 59–68, 2018.
[10] T. W. E. Suryawijaya and M. F. Wardhani, “Tailoring the future of MSME marketing: A study on leveraging customer data for personalized experiences,” Implementasi Manajemen & Kewirausahaan, vol. 3, no. 1, pp. 76–88, May 2023, doi: 10.38156/imka.v3i1.163.
[11] I. Rahayu, U. Juju, and J. Suteja, “Antecedents and consequences of social media marketing adoption: A systematic literature review,” Journal of Logistics, Informatics and Service Science, vol. 12, no. 1, pp. 146–174, 2025, doi: 10.33168/JLISS.2025.0109.
[12] M. F. Mohammed, O. J. A. Alfalahi, and M. S. R. Alkhateeb, “The role of customer relationship management in improving customer satisfaction in the telecommunication industry,” Jurnal Manuhara: Pusat Penelitian Ilmu Manajemen dan Bisnis, vol. 2, no. 4, pp. 221–233, Aug. 2024, doi: 10.61132/manuhara.v2i4.1225.
[13] Y. E. Damanik et al., “Penerapan model electronic customer relationship management berbasis framework of dynamic CRM pada Salon XYZ,” 2023.
[14] M. N. Osman and K. A. Sedek, “Web-based customer relationship management (CRM) system for educational sector integrated with mobile instant message (MIM) using WhatsApp application.” [Online]. Available: https://www.researchgate.net/publication/354399958
[15] R. Syabania and N. Rosmawarni, “Perancangan aplikasi customer relationship management (CRM) pada penjualan barang pre-order berbasis website,” 2021.
[16] M. Pranali et al., “Systematic literature of online beauty industry service management system introduction.”
[17] D. L. Mu’ti and P. T. Prasetyaningrum, “Comparative analysis of classification algorithms for predicting membership churn in fitness centers: Case study and predictive modeling at EightGym Indonesia,” Journal of Information Systems and Informatics, vol. 7, no. 2, pp. 1592–1611, 2025.
[18] F. E. Primaulidina, S. A. Safitri, L. Muyassar, and A. S. Fitri, “Perancangan sistem pembelajaran matematika pada anak sekolah berbasis gamifikasi mobile dengan metode ADBO,” Jurnal Riset Sistem Informasi, vol. 2, no. 2, pp. 1–11, Apr. 2025, doi: 10.69714/eg7vae37.
[19] S. Narulita, A. Nugroho, and M. Z. Abdillah, “Diagram Unified Modelling Language (UML) untuk perancangan sistem informasi manajemen penelitian dan pengabdian masyarakat (SIMLITABMAS),” Bridge: Jurnal Publikasi Sistem Informasi dan Telekomunikasi, vol. 2, no. 3, pp. 244–256, Aug. 2024, doi: 10.62951/bridge.v2i3.174.
[20] R. Hafsari, E. Arribe, M. L. Andria, and V. Miransya, “Perancangan sistem informasi penjualan menggunakan metode waterfall (studi kasus PT. Riau Pos Intermedia).”