Exploring the Role of Customer Relations Management in enhancing service delivery between Support Staff and Students in a selected Higher Education Institution

Sharon Mashau () and Nico Schutte ()
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Sharon Mashau: Southern Business School
Nico Schutte: GIFT Talent Research Niche Area North-West University

No 5908282, Proceedings of International Academic Conferences from International Institute of Social and Economic Sciences

Abstract: The main objective of this research was to determine the role of customer relationship management in enhancing the service delivery between support staff and students in a selected higher education institution. A qualitative research approach was followed with semi-structured interviews done with students and support staff from a selected South African higher education institution (N=8). The participants in the study felt that the current level of service delivery by the institution does not necessarily exceed their expectations. The findings further showed that higher education institutions should determine the needs of students and provide the best service possible to keep them satisfied. Recommendations are made.

Keywords: Academics; Customer Relationship Management; Higher Education; Service Delivery; Students (search for similar items in EconPapers)
JEL-codes: J24 (search for similar items in EconPapers)
Pages: 20 pages
Date: 2017-10
New Economics Papers: this item is included in nep-edu
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Published in Proceedings of the Proceedings of the 34th International Academic Conference, Florence, Oct 2017, pages 136-155

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Persistent link: https://EconPapers.repec.org/RePEc:sek:iacpro:5908282

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