The critical success factors (CSFs) of social CRM implementation in higher education

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

1 Citation (Scopus)

Abstract

Social CRM is an evolution of CRM systems that now includes social media as an important component with many companies using social CRM to facilitate customer engagement. The use of social CRM in the higher education industry lags behind many other industries primarily because social CRM models do not exist for higher education. This research aims to provide the critical success factors for implementing a social CRM system for higher education institutions in Jakarta, Indonesia. A questionnaire was sent to fifty eight private universities in Jakarta. Each questionnaire had one hundred thirteen questions which were sent to top level higher education officials in order to understand the critical success factors needed to build a social CRM model. Seventeen universities replied and sixteen critical success factors were identified as core components after performing a statistical technique named Principle Component Analysis (PCA).

Original languageEnglish
Title of host publication5th International Conference on Research and Innovation in Information Systems
Subtitle of host publicationSocial Transformation through Data Science, ICRIIS 2017
PublisherIEEE Computer Society
ISBN (Electronic)9781509030354
DOIs
Publication statusPublished - 3 Aug 2017
Event5th International Conference on Research and Innovation in Information Systems, ICRIIS 2017 - Langkawi, Kedah, Malaysia
Duration: 16 Jul 201717 Jul 2017

Publication series

NameInternational Conference on Research and Innovation in Information Systems, ICRIIS
ISSN (Print)2324-8149
ISSN (Electronic)2324-8157

Conference

Conference5th International Conference on Research and Innovation in Information Systems, ICRIIS 2017
CountryMalaysia
CityLangkawi, Kedah
Period16/07/1717/07/17

Keywords

  • Critical success factors (CSFs)
  • Customer relationship management (CRM)
  • Higher education
  • Principle component analysis (PCA)
  • Social CRM model

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