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Critical Success Factors of Student Relationship Management

Author

Listed:
  • Hamed Gholami

    (Department of Manufacturing & Industrial Engineering, School of Mechanical Engineering, Faculty of Engineering, Universiti Teknologi Malaysia (UTM), Johor 81310, Malaysia)

  • Muhamad Zameri Mat Saman

    (Department of Manufacturing & Industrial Engineering, School of Mechanical Engineering, Faculty of Engineering, Universiti Teknologi Malaysia (UTM), Johor 81310, Malaysia)

  • Safian Sharif

    (Department of Manufacturing & Industrial Engineering, School of Mechanical Engineering, Faculty of Engineering, Universiti Teknologi Malaysia (UTM), Johor 81310, Malaysia)

  • Norhayati Zakuan

    (Azman Hashim International Business School, Universiti Teknologi Malaysia (UTM), Johor 81310, Malaysia)

  • Falah Abu

    (Department of Manufacturing & Industrial Engineering, School of Mechanical Engineering, Faculty of Engineering, Universiti Teknologi Malaysia (UTM), Johor 81310, Malaysia
    Faculty of Applied Sciences, Universiti Teknologi MARA, Shah Alam 40450, Malaysia)

  • Siti Rahmah Awang

    (Azman Hashim International Business School, Universiti Teknologi Malaysia (UTM), Johor 81310, Malaysia)

Abstract

Due to the upward trend in the globalization of sustainability issues and the intense competitive environment, it is evident that higher education institutions need new strategic approaches to succeed. To this end, the inquiry for this paper has been made into the debate about student relationship management. Going through the literature indicates that institutions have mainly perceived the concept as a technological initiative for solving the problems in individual domains, accompanied by uncoordinated efforts. Thus, the aims of this study are to theoretically present the critical success factors of this strategic approach and to empirically examine the recognized factors. To do so, a confirmatory factor analysis that is a quantitative analytic method was performed. The results and analyses revealed that there has been a significant correlation between the four critical success factors including knowledge management, student relationship management technology, student orientation, and employees’ involvement. It was also found that these factors are significantly correlated with the construct of student relationship management success. The findings have consequently highlighted that in addition to the technological tool, the role of knowledge management, employees’ involvement, and student orientation appeared to be particularly important for the implementation of the application.

Suggested Citation

  • Hamed Gholami & Muhamad Zameri Mat Saman & Safian Sharif & Norhayati Zakuan & Falah Abu & Siti Rahmah Awang, 2018. "Critical Success Factors of Student Relationship Management," Sustainability, MDPI, vol. 10(12), pages 1-18, November.
    • Handle: RePEc:gam:jsusta:v:10:y:2018:i:12:p:4527-:d:186880
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    References listed on IDEAS

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    1. Joy Gaston Gayles & Alyssa Bryant Rockenbach & Heather A. Davis, 2012. "Civic Responsibility and the Student Athlete: Validating a New Conceptual Model," The Journal of Higher Education, Taylor & Francis Journals, vol. 83(4), pages 535-557, July.
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    4. Wilmar Schaufeli & Marisa Salanova & Vicente González-romá & Arnold Bakker, 2002. "The Measurement of Engagement and Burnout: A Two Sample Confirmatory Factor Analytic Approach," Journal of Happiness Studies, Springer, vol. 3(1), pages 71-92, March.
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    8. Andreas Hilbert & Karoline Schönbrunn & Sophie Schmode, 2007. "Student Relationship Management in Germany – Foundations and Opportunities," management revue - Socio-Economic Studies, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 18(2), pages 204-219.
    9. Hamed Gholami & Muhamad Zameri Mat Saman & Abbas Mardani & Dalia Streimikiene & Safian Sharif & Norhayati Zakuan, 2018. "Proposed Analytic Framework for Student Relationship Management based on a Systematic Review of CRM Systems Literature," Sustainability, MDPI, vol. 10(4), pages 1-20, April.
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    Cited by:

    1. Dolores Gallardo-Vázquez & José A. Folgado-Fernández, 2020. "Regional Economic Sustainability: Universities’ Role in Their Territories," Land, MDPI, vol. 9(4), pages 1-21, March.

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