No abstract
E-WOM adalah pernyataan positif atau negatif yang dibuat oleh konsumen potensial, konsumen aktual, dan konsumen terdahulu tentang produk atau perusahaan melalui internet. Salah satu media yang dapat digunakan untuk mendapatkan pernyataan tersebut adalah media sosial twitter. Media sosial dapat digunakan untuk mendapatkan respon secara jujur karena biasanya orang tidak akan merasa sungkan untuk mengungkapkan perasaannya secara tidak langsung. Penelitian ini akan menganalisa ada atau tidaknya pernyataan e-WOM terhadap penyedia jasa layanan internet. Metode yang dilakukan terdiri dari tiga kegiatan, yang pertama adalah mengambil cuitan pengguna twitter yang mengandung kata yang berhubungan dengan penyedia jasa layanan internet. Kegiatan kedua adalah persiapan data untuk training. Yang ketiga adalah menganalisa e-wom dengan metode knn dan bahasa pemrograman R. Hasil penelitian ini berupa data motif e-wom Venting Negative Feelings dan Extraversion / Positive Self-Enhancement. Data tersebut dapat digunakan sebagai pendukung keputusan pengguna internet dalam memilih penyedia jasa layanan internet yang baik.
Customer Relation Management (CRM) is important part of marketing. CRM is also important part of website as place to creating, maintaining, and expanding customer relationships. The purpose of this research is to design operational CRM features and how far they are applied at the university. The CRM operational features are derived from previous theories and research. CRM operational features that have been built are used as a tool to measure the application of CRM on the university's web in Central Java Province. The observations are then tabulated to see the percentage and rating of the use of the CRM operational feature. Operational CRM features that are relevant to the University are 29 types of features. The feature most widely used by universities is site customizing, the second is the about company / company profile on site and telephone features, while the features that are ranked third are find university, postal address, E-Mail, fax. The number of universities that use more than 50% of the operational CRM features is 19.15%.
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