Web-Based CRM System with Non-Preemptive SJF Scheduling and WhatsApp Notifications for Clothing Alteration MSMEs
Article Sidebar
Main Article Content
Abstract
Digital transformation has become a key strategy for enhancing operational efficiency and service quality in Micro, Small, and Medium Enterprises (MSMEs). However, clothing alteration MSMEs continue to face challenges in customer management, order recording, and service queue management due to the absence of an integrated system. This study develops a web-based Customer Relationship Management (CRM) system that integrates Non-Preemptive Shortest Job First (SJF) scheduling with automated WhatsApp notifications. The research employs the Research and Development (R&D) method using the Waterfall System Development Life Cycle (SDLC) model, with data collected through observations, interviews, and a literature review. The proposed system integrates customer, order, and SJF-based queue management with real-time service notifications. Evaluation results indicate that the proposed SJF scheduling method reduced the Average Waiting Time (AWT) from 9.8 hours to 4.0 hours and the Average Turnaround Time (ATT) from 13.4 hours to 7.6 hours compared with the First Come First Served (FCFS) method. In addition, the system achieved a 90% WhatsApp notification delivery success rate and an 84.22% User Acceptance Testing (UAT) score, indicating that it enhances service quality, strengthens customer communication, and improves service queue management for clothing alteration MSMEs.
Article Details
Section
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
References
I. M. Hasibuan, R. Erianto and S. , "CONTRIBUTION OF THE MICRO, SMALL AND MEDIUM ENTERPRISES (UMKM) SECTOR TO THE INDONESIAN ECONOMY," Proceeding International Seminar on Islamic Studies, vol. 5, pp. 580-588, 2024, doi: 10.3059/insis.v0i1.18248.g10804.
Nabilah and L. Hernando, "Customer Relationship Management (CRM) pada UMKM Indonesia – Literature Review," Vol. 1 No. 1, Juni (2023), vol. 1, pp. 13-19, 2023, [Online]. Available: https://jurnal.usk.ac.id/manis/article/view/32855/18335
P. S. Sitompul, M. M. Sari, C. M. B. L. Gaol and L. M. Harahap, "Transformasi Digital UMKM Indonesia : Tantangan dan Strategi Adaptasi di Era Ekonomi Digital," Jurnal Manajemen Bisnis Digital Terkini, vol. 2, pp. 09-18, 2025, doi: 10.61132/jumbidter.v2i2.487.
D. R. Sari, Z. Azhar and S. Andriyani, "IMPLEMENTASI STRATEGI E-CRM PADA PENJUALAN BUSANA," JOISIE (Journal Of Information Systems And Informatics Engineering), vol. 8, pp. 176-186, 2024, doi: 10.35145/joisie.v8i1.4294.
D. N. Hasana, I. and N. Marpaung, "Penerapan CRM Dalam Meningkatkan Strategi Penjualan Pada Toko Second Branded Fashionable Classy Kisaran," SISTEMASI: Jurnal Sistem Informasi, vol. 13, pp. 819-830, 2024, [Online]. Available: https://sistemasi.ftik.unisi.ac.id/index.php/stmsi/article/download/4026/685
R. Rahmawati, M. Handayani and R. Nofitri, "Metode CRM Dalam Meningkatkan Pemasaran Pakaian Pada Irma Collection Dengan Bootstrap 3," SISTEMASI: Jurnal Sistem Informasi, vol. 13, pp. 802-818, 2024, [Online]. Available: https://sistemasi.ftik.unisi.ac.id/index.php/stmsi/article/download/4025/684
R. . J. Malioy, I. Sembiring and A. Iriani, "Perancangan sistem informasi penjualan berbasis CRM dengan menggunakan metode FAST dan framework PIECES," AITI: Jurnal Teknologi Informasi, vol. 20, pp. 220-237, 2023, doi: 10.24246/aiti.v20i2.220-237.
E. Nurdiyanti, I. and M. Dewi, "Penerapan Customer Relationship Management pada Sistem Pelayanan Pelanggan Toko Perabot Junaida Kisaran," Sistemasi: Jurnal Sistem Informasi, vol. 13, pp. 2519-2526, 2024, [Online]. Available: https://sistemasi.ftik.unisi.ac.id/index.php/stmsi/article/download/4622/843
M. A. Susanto, L. D. Fithri and S. , "Penerapan Customer Relationship Management pada Aplikasi Penjualan Online Toko Azzahra Integrasi Midtrans," Jurnal SITECH : Sistem Informasi dan Teknologi, vol. 8, pp. 75-84, 2025, doi: 10.24176/sitech.v8i1.15530.
F. Riski, A. Ghofur and N. Azise, "Implementasi CRM (Customer Relationship Management) pada Sistem Informasi Penjualan Sembako di Toko Amaliah Pasar Panji Situbondo," G-Tech : Jurnal Teknologi Terapan, vol. 7, pp. 1071-1082, 2023, doi: 10.33379/gtech.v7i3.2668.
G. M. Munandar and A. Dicasani, "Hubungan Pelanggan dengan Pelaku UMKM Konveksi di Kebumen dengan Pendekatan e-CRM," Jurnal Teknologi dan Manajemen Industri Terapan (JTMIT), vol. 4, pp. 855-860, 2025, doi: 10.55826/jtmit.v4i3.792.
J. A. Wiid and B. C. Senooane, "Drivers of SME customer relationship management: Perspectives from owners/managers," JOURNAL: Small Business International Review, vol. 9, no. 2, pp. 1-16, 2025, doi: 10.26784/sbir.v9i2.734.
G. Hasan, A. C. Agustin, S. and Y. Enjelia, "Membangun CRM (Customer Relationship Management) Pada Usaha UMKM Bola Ubi di Kota Batam," eCo-Buss, vol. 6, pp. 217-228, 2023, doi: 10.32877/eb.v6i1.734.
D. N. Azizah, L. D. Chandra, M. G. Gumelar and W. Kuntari, "Implementasi Framework Laravel dalam Pembuatan Website Segitiga Motor dengan Metode Waterfall," Mars: Jurnal Teknik Mesin, Industri, Elektro dan Ilmu Komputer, vol. 2, pp. 183-191, 2024, doi: 10.61132/mars.v2i6.539.
Y. S. Siregar, B. O. Sembiring, E. Rahayu, Hasdiana and R. Franchitika, "Pemanfaatan Aplikasi MySQL untuk Membantu Siswa SMK Swasta Nur Azizi dalam Pengolahan Data," Jurnal Pengabdian Masyarakat (JAPAMAS), vol. 3, pp. 229-240, 2024, doi: 10.70340/japamas.v3i2.185.
A. J. Manalu, D. R. Manalu and H. G. Manullang, "IMPLEMENTASI METODE SHORTEST-JOB FIRST UNTUK PENJADWALAN PENGGUNAAN LABORATORIUM FISIKA DI SMA 1 PEGAJAHAN," Jurnal METHODIKA, vol. 8, pp. 5-8, 2022, [Online]. Available: https://ejurnal.methodist.ac.id/index.php/methodika/article/download/1131/1023
I. R. Yunita, A. Pramono, R. Waluyo and Suliswaningsih, "Implementasi Metode Waterfall Pada Perancangan Aplikasi Rekam Medis Berbasis Website dan Whatshap Gateway," Journal of Informatics, Information System, Software Engineering and Applications, vol. 5, pp. 8-16, 2022, doi: 10.20895/inista.v5i1.852.
Hermansyah, R. F. Wijaya and R. B. Utomo, "Metode Waterfall Dalam Rancang Bangun Sistem Informasi Manajemen Kegiatan Masjid Berbasis Web," KLIK: Kajian Ilmiah Informatika dan Komputer, vol. 3, pp. 563-571, 2023, doi: 10.30865/klik.v3i5.756.
L. Hermansah, Murhadi and W. T. Saputro, "User Acceptance Testing Guna mengetahui Reseptivitas Pengguna terhadap Sistem Informasi Pelatihan Softskill," Sistemasi: Jurnal Sistem Informasi, vol. 14, pp. 2097-2112, 2025, [Online]. Available: https://sistemasi.ftik.unisi.ac.id/index.php/stmsi/article/download/5116/1035