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Critical success factors of student relationship management

Gholami, H. and Saman, M. Z. M. and Sharif, S. and Zakuan, N. and Abu, F. and Awang, S. R. (2018) Critical success factors of student relationship management. Sustainability (Switzerland), 10 (12). ISSN 2071-1050


Official URL: http://dx.doi.org/10.3390/su10124527


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.

Item Type:Article
Uncontrolled Keywords:Confirmatory factor analysis, Critical success factors, Employees' involvement, Knowledge management, SRM technology, Student orientation, Student relationship management
Subjects:L Education > LB Theory and practice of education > LB2300 Higher Education
Divisions:Mechanical Engineering
ID Code:79653
Deposited By: Fazli Masari
Deposited On:28 Jan 2019 12:58
Last Modified:28 Jan 2019 12:58

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