E-Government: Strategi E-CRM pada Sistem Perizinan Usaha Industri Online (Studi Kasus: Perizinan Kabupaten Bogor)

Abstract

E-government is a government service for customers used ICT especially the internet. One form of public services is licensing service. Licensing service is still offline where applicants visit a licensing agency office to register and to apply for a business license. In previous research, (Barokah dan Nurhadryani 2013) developed Izin Usaha Industri (IUI) system with online system web base and SMS gateway. This research aims to evaluate IUI system with the electronic Customer Relationship Management (e-CRM) concept. The system was built by considering three aspects of e- CRM approach namely (1) pre-purchase, (2) at-purchase, (3) post-purchase. In addition, we evaluate the systems quality by observing Software Usability Measurement Inventory (SUMI). The evaluation IUI result shows that the system achieves a score of 60.42 with recommendation of IUI improvement such as element loyalty programme, search capabilites, promotions and after sale service. Thus, the IUI is improved to become the SiIstri (Sistem Izin Usaha Industri). The evaluation results show that the system achieves a score 86.92. This suggests that implementing e-CRM to online services can improve quality