PERANCANGAN APLIKASI E-CRM SMARTREALTY BERBASIS WEB DENGAN HUMAN-CENTERED DESIGN UNTUK PENGELOLAAN LEADS AGEN PROPERTI

RUWAYDA, . (2026) PERANCANGAN APLIKASI E-CRM SMARTREALTY BERBASIS WEB DENGAN HUMAN-CENTERED DESIGN UNTUK PENGELOLAAN LEADS AGEN PROPERTI. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

	Text COVER.pdf Download (491kB)
	Text BAB 1.pdf Download (847kB)
	Text BAB 2.pdf Restricted to Repository staff only Download (561kB) | Request a copy
	Text BAB 3.pdf Restricted to Repository staff only Download (348kB) | Request a copy
	Text BAB 4.pdf Restricted to Repository staff only Download (662kB) | Request a copy
	Text BAB 5.pdf Restricted to Repository staff only Download (140kB) | Request a copy
	Text DAFTAR PUSTAKA.pdf Download (137kB)
	Text LAMPIRAN.pdf Restricted to Repository staff only Download (675kB) | Request a copy

Abstract

Penelitian ini bertujuan merancang prototipe aplikasi Electronic Customer Relationship Management (e-CRM) berbasis web untuk menjawab permasalahan operasional agen properti dalam pengelolaan leads, yang mencakup minimnya data kualifikasi awal, budget mismatch, inefisiensi kualifikasi manual, dan ketiadaan sistem pipeline terintegrasi. Permasalahan diidentifikasi melalui pra-survei terhadap enam agen properti aktif. Pengembangan SmartRealty menggunakan model waterfall yang dikombinasikan dengan pendekatan Design Thinking dan Human-Centered Design (HCD) berstandar ISO 9241-210:2019, menghasilkan tiga belas wireframe mid-fidelity dan prototipe fungsional yang memuat modul Smart Discovery, Pipeline Kanban, Konsultasi, Manajemen Leads, Listing Properti, serta Dashboard & Business Funnel. Pengujian dilakukan melalui black-box testing dan usability testing menggunakan instrumen System Usability Scale (SUS) terhadap 30 responden agen properti aktif. Seluruh tujuh skenario black-box testing dinyatakan Pass. Rata-rata skor SUS mencapai 90,08 (Grade A Excellent), melampaui rata-rata industri sebesar 68, dengan task completion rate rata-rata 97,3% dan niat penggunaan berkelanjutan sebagai cerminan behavioural intention mencapai rata-rata 4,70 dari skala 5. Penelitian menyimpulkan bahwa SmartRealty berhasil memenuhi standar kelayakan usabilitas dan mendukung behavioural intention agen properti untuk beralih dari pengelolaan leads manual menuju sistem e-CRM digital yang lebih terstruktur dan terintegrasi.*****This research aims to design a web-based Electronic Customer Relationship Management (e-CRM) prototype application to address operational inefficiencies faced by property agents in leads management, including the lack of initial qualification data, budget mismatch, manual qualification inefficiency, and the absence of an integrated pipeline system. Problems were identified through a presurvey of six active property agents. SmartRealty was developed using the waterfall model combined with Design Thinking and Human-Centered Design (HCD) based on ISO 9241-210:2019, producing thirteen mid-fidelity wireframes and a functional prototype comprising Smart Discovery, Pipeline Kanban, Consultation, Leads Management, Property Listing, and Dashboard & Business Funnel modules. Evaluation was conducted through black-box testing and usability testing using the System Usability Scale (SUS) involving 30 active property agent respondents. All seven black-box testing scenarios were declared Pass. The average SUS score reached 90.08 (Grade A Excellent), surpassing the industry average of 68, with an average task completion rate of 97.3% and continued use intent as a reflection of behavioural intention averaging 4.70 out of 5. The research concludes that SmartRealty meets usability standards and supports property agents' behavioural intention to transition from manual leads management to a more structured and integrated digital e-CRM system.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Dr. Osly Usman, M.Bus Sys 2). Dr. Ryna Parlyna, MBA
Subjects:	Manajemen > Pendidikan, Riset Penelitian Bisnis Teknologi dan Ilmu Terapan > Teknologi (umum)
Divisions:	FE > S1 Bisnis Digital
Depositing User:	Ruwayda .
Date Deposited:	18 Aug 2026 04:05
Last Modified:	18 Aug 2026 04:05
URI:	http://repository.unj.ac.id/id/eprint/71433

Actions (login required)

View Item