TY - GEN
T1 - The critical success factors (CSFs) of social CRM implementation in higher education
AU - Meyliana,
AU - Sablan, Bruno
AU - Hidayanto, Achmad Nizar
AU - Budiardjo, Eko Kuswardono
N1 - Publisher Copyright:
© 2017 IEEE.
PY - 2017/8/3
Y1 - 2017/8/3
N2 - 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).
AB - 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).
KW - Critical success factors (CSFs)
KW - Customer relationship management (CRM)
KW - Higher education
KW - Principle component analysis (PCA)
KW - Social CRM model
UR - http://www.scopus.com/inward/record.url?scp=85029932050&partnerID=8YFLogxK
U2 - 10.1109/ICRIIS.2017.8002528
DO - 10.1109/ICRIIS.2017.8002528
M3 - Conference contribution
AN - SCOPUS:85029932050
T3 - International Conference on Research and Innovation in Information Systems, ICRIIS
BT - 5th International Conference on Research and Innovation in Information Systems
PB - IEEE Computer Society
T2 - 5th International Conference on Research and Innovation in Information Systems, ICRIIS 2017
Y2 - 16 July 2017 through 17 July 2017
ER -