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Adopting Technology for Customer Relationship Management in Higher Educational Institutions


  • Jehad J Badwan

    () (QOU - Al-quds Open University, Palestine)

  • Mazen J Al Shobaki

    () (Al-Azhar Univeristy, Gaza, Palestine)

  • Samy S Abu Naser

    () (Al-Azhar Univeristy, Gaza, Palestine)

  • Youssef M Abu Amuna

    () (Al-Azhar Univeristy, Gaza, Palestine)


The aim of this paper is to evaluate the critical success factors and investigate the benefits that might be gained once implementing Electronic Customer Relationship Management at HEI from students' perspective. The study conducted at Al Quds Open University in Palestine and data collected from (398) students through a questionnaire which consists of four variables. Some statistical tools were used for analyzing the data and testing the hypotheses, including Spearman correlation coefficient for Validity reliability correlation using Cronbach's alpha, Frequency, and Descriptive analysis. The overall findings of the current study show that all the features were important for student and it was critical success factors, at the same time, websites were providing all the features discussed by the theory whereas students showed their willingness to use those features if provided. It is also discovered that implementing Electronic Customer Relationship Management can cause customer satisfaction, loyalty, retention and high service quality as students pointed to be a customer. Research limitations: The survey findings were based on QOU students in Palestine. UAE and KSA branches are not included in the study.

Suggested Citation

  • Jehad J Badwan & Mazen J Al Shobaki & Samy S Abu Naser & Youssef M Abu Amuna, 2017. "Adopting Technology for Customer Relationship Management in Higher Educational Institutions," Post-Print hal-01500365, HAL.
  • Handle: RePEc:hal:journl:hal-01500365
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    References listed on IDEAS

    1. Helena Alves & Mário Raposo, 2009. "The measurement of the construct satisfaction in higher education," The Service Industries Journal, Taylor & Francis Journals, vol. 29(2), pages 203-218, February.
    2. Adel Beldi & Walid Cheffi & Prasanta K. Dey, 2010. "Managing customer relationship management projects: The case of a large French TeleCommunications Company," Post-Print hal-00565506, HAL.
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    Cited by:

    1. Mazen J. Al Shobaki & Samy S. Abu Naser & Mohammed Khair I. Kassab, 2017. "The Reality of the Application of Electronic Document Management System in Governmental Institutions -an Empirical Study on the Palestinian Pension Agency," Post-Print hal-01505968, HAL.
    2. Samy S. Abu Naser & Mazen J. Al Shobaki & Youssef M. Abu Amuna & Suliman A. El Talla, 2017. "The Reality of Electronic Human Resources Management in Palestinian Universities from the Perspective of the Staff in IT Centers," Post-Print hal-01516216, HAL.
    3. Youssef M. Abu Amuna & Mazen J. Al Shobaki & Samy S. Abu Naser & Suliman A. El Talla, 2017. "The Reality of Electronic Human Resources Management in Palestinian Universities-Gaza Strip," Post-Print hal-01559854, HAL.
    4. Al Hila, Amal A. & Al Shobaki, Mazen J. & Abu Naser, Samy S., 2017. "The Effect of Academic Freedoms in Enhancing the Social Responsibility of Palestinian University Staff in the Gaza Governorates," EconStor Open Access Articles, ZBW - Leibniz Information Centre for Economics, pages 22-35.
    5. Suliman A. El Talla & Samy S. Abu Naser & Mazen J. Al Shobaki & Youssef M. Abu Amuna, 2017. "The Reality of Technical Education in Palestine," Post-Print hal-01695445, HAL.
    6. Amal Al Hila & Eitedal Alhelou & Mazen Al Shobaki & Samy S Abu Naser, 2017. "The Quality of Banking Services in Light of the Financial Transformations and Their Impact on the Marketing Performance of the Banks in Gaza Strip," Post-Print hal-01628896, HAL.
    7. Mazen J. Al Shobaki & Samy S. Abu Naser, 2017. "Usage Degree of the Capabilities of Decision Support System in Al-Aqsa University of Gaza," Post-Print hal-01509458, HAL.
    8. Mazen J. Al Shobaki & Samy S. Abu Naser & Tarek M. Ammar, 2017. "The Degree of Administrative Transparency in the Palestinian Higher Educational Institutions," Post-Print hal-01509031, HAL.
    9. Naser Elshobaki, 2017. "Requirements for Applying DSS in Palestinian HEI -Applied Study on Al - Aqsa University in Gaza," Working Papers hal-01533172, HAL.
    10. Mohammad Sobaihy, 2017. "Mobile Technology Effects on Human Affairs," Post-Print hal-01577548, HAL.
    11. Adeel Mehmood & Muhammad Yousaf Zain Ul Abedin, 2017. "Does Knowledge Management Influence the Customer's Satisfaction and Intention to Quit? Mediating Role of Customer Relationship Management," Post-Print hal-01599100, HAL.
    12. Mazen J. Al Shobaki & Samy S. Abu Naser & Suliman A. El Talla & Youssef M. Abu Amuna, 2017. "HRM University Systems and Their Impact on e-HRM," Post-Print hal-01567728, HAL.
    13. repec:zbw:espost:168411 is not listed on IDEAS

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    Staff retention; HEI; Electronic Customer Relationship Management;

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