The Effectiveness of Electronic Customer Relationship Management at National Cardiovascular Center Harapan Kita Hospital in the Action of Methods and Research

This research aims to analyze how to business process of electronic customer on relationship of management to improve hospital services. The method used by an action of research. The variables analyzed are the service system, the quality of system and the quality of information. The analyzed was carried out using software of SPSS (Statistical Package for the Social Sciences) and UML (Unified Modeling Language). The study was conducted through observation, interviews and questionnaires toward the customer service staff. The average value of service system variable statements is 3.79, 3.57 for the quality system and the quality of information is 3.72. The service system of variable reliability is 0.914, the quality of system is 0.870 and quality of information is 0.905. The confidence level of sampling is about 95% and a critical value of 5%. The proposed system analysis uses UML with use case diagrams, activity diagrams, sequence diagrams and class diagrams