Providing services for student relationship management on cloud computing infrastructure

Notwithstanding the research attention given to the importance and capability of the student relationship management strategy in higher education sustainability, there is no any systematic framework for implementation. This research as one of the preliminary studies has been undertaken to provide a structural framework of strategic practices for positioning this strategy at an operational level. In doing so, a methodological approach was implemented in two tiers. Firstly, a systematic review of the leading-edge literature on the customer relationship management systems was performed owing to the lack of significant research on the topic, as well as the structure and nature of the concept. Then, the principal components factor analysis with varimax rotation, which is a method of exploratory factor analysis was used to finalize the research. The findings revealed an articulated structural framework with five hypotheses, which may partially or fully be applied to narrow the major gap in the current knowledge. The measurement scale has also been developed for simplification in implementation of the application. Limitations and directions for future research were accordingly discussed.

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“…Radenković et al [11] Providing services for student relationship management on cloud computing infrastructure…”

Section: Empirically Basedmentioning

confidence: 99%

Proposed Analytic Framework for Student Relationship Management based on a Systematic Review of CRM Systems Literature

Gholami¹,

Saman²,

Mardani³

et al. 2018

Sustainability

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“…This attitude was clearly described by Wardley et al [17], that students are not just consumers of education, but they are co-creators. The special issues established in journals, a new journal dedicated solely to 'students as partners', a practitioner journal of reflective essays, an international institute on this scope (reported by Reference [18]), and the research attention given in creating and delivering of the value to students and the effective management of student relationship (e.g., References [2,[7][8][9][10][11][12][13][14][15][16]19] make this matter obvious. The point of the issue has consequently been how to perform and develop such an attitude.…”

Section: Literature Reviewmentioning

confidence: 99%

“…It is believed that these four critical success factors are more tangible and would guarantee the SRM success if become fully integrated. Going through the SRM literature indicates that the implementation of an effective SRM offers numerous advantages including enabling universities to pursue the 'best processes' in educating, collaborating, and managing [2,8,14,16,19]; involving students in the co-creation of value [2,7]; increasing student satisfaction, retention, and loyalty to institutional programs and commitments [2,[7][8][9][10][11][12][13][14][15][16]19]; improving institutional efficiency and effectiveness [8,9,12]; advancing the interactions between the institution and the students [8]; growing the student-centric focus [8,19]; improving student-employee integration [7,8]; enhancing the capability to create sustainable partnerships [7,8,13]; developing the service and meeting the students' needs [7,8,16]; enabling better allocation of resources across the student portfolio [10]; elevating the student experience [12]; minimizing dropout rates [9,12]; optimizing the cost to serve and maximizing financial benefits [9,13]; enhancing longterm profitability [8]; heightening the university's reputation …”

Section: Literature Reviewmentioning

confidence: 99%

“…Student-oriented activities would be possible with the right technology [1,2,[7][8][9][10][11][12][13][14][15][16]19]. SRM technological tools have been observed as a main component in the implementation of this kind of strategy.…”

Section: Srm Technologymentioning

confidence: 99%

“…In pursuit of this aim, it is believed that the establishment of a successful student relationship management (SRM), which has been coined by Hilbert et al [2] and Ackerman and Schibrowsky [8], in higher education institutions is strategic and crucial for the sake of the aforementioned totems [7,[9][10][11][12][13][14][15][16]. Implementing such an approach offers numerous benefits to universities, as thoroughly enumerated in the theoretical framework of this article.…”

Section: Introductionmentioning

confidence: 99%

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Critical Success Factors of Student Relationship Management

et al. 2018

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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.

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Critical Success Factors of Student Relationship Management

Gholami¹,

Saman²,

Sharif³

et al. 2018

Preprint

View full text Add to dashboard Cite

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 critical success factors of this strategic approach and to empirically examine the recognized factors. To do so, 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.

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Providing services for student relationship management on cloud computing infrastructure

Cited by 6 publications

References 4 publications

Proposed Analytic Framework for Student Relationship Management based on a Systematic Review of CRM Systems Literature

Proposed Analytic Framework for Student Relationship Management based on a Systematic Review of CRM Systems Literature

Critical Success Factors of Student Relationship Management

Critical Success Factors of Student Relationship Management

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