IDEAS home Printed from https://ideas.repec.org/h/tkp/mklp15/569.html
   My bibliography  Save this book chapter

Social Media Adoption for Social CRM in Higher Education: An Insight from Indonesian Universities

Author

Listed:
  • Meyliana

    (University of Indonesia, Indonesia;)

  • Achmad Nizar Hidayanto

    (University of Indonesia, Indonesia;)

  • Eko K. Budiardjo

    (University of Indonesia, Indonesia;)

Abstract

A high usage of social media and web 2.0 in Indonesia creates an opportunity for Indonesian universities to understand their customers’ demands and needs. By considering social media and web 2.0 technology as an important role for the application of social customer relationship management (social CRM), this research is intended to evaluate the adoption and application level of social media and web 2.0 by universities in Indonesia. We accomplish an observation towards websites and web 2.0 & social media features, which are used by 58 universities in Jakarta, to be analyzed using nonexhaustive Sophistication Index. In addition, we execute a survey as well to take a look on university principals’ perception towards the practice of web 2.0 ad social media application, and analyze it with Importance Performance Analysis (IPA). The result of this research shows that there are some web 2.0 and social media features which need to be utilized more frequently by universities, though most of these features have been working optimally.

Suggested Citation

  • Meyliana & Achmad Nizar Hidayanto & Eko K. Budiardjo, 2015. "Social Media Adoption for Social CRM in Higher Education: An Insight from Indonesian Universities," Managing Intellectual Capital and Innovation for Sustainable and Inclusive Society: Managing Intellectual Capital and Innovation; Proceedings of the MakeLearn and TIIM Joint International Conference 2,, ToKnowPress.
    • Handle: RePEc:tkp:mklp15:569
    as

    Download full text from publisher

    File URL: http://www.toknowpress.net/ISBN/978-961-6914-13-0/papers/ML15-113.pdf
    File Function: full text
    Download Restriction: no
    File URL: http://www.toknowpress.net/ISBN/978-961-6914-13-0/MakeLearn2015.pdf
    File Function: Conference Programme
    Download Restriction: no
    ---><---

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:tkp:mklp15:569. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Maks Jezovnik (email available below). General contact details of provider: http://www.toknowpress.net/proceedings/978-961-6914-13-0/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.