Critical Success Factors of Student Relationship Management

Hamed Gholami, Muhamad Zameri Mat Saman, Safian Sharif, Norhayati Zakuan, Falah Abu and Siti Rahmah Awang
Additional contact information
Hamed Gholami: Department of Manufacturing & Industrial Engineering, School of Mechanical Engineering, Faculty of Engineering, Universiti Teknologi Malaysia (UTM), Johor 81310, Malaysia
Muhamad Zameri Mat Saman: Department of Manufacturing & Industrial Engineering, School of Mechanical Engineering, Faculty of Engineering, Universiti Teknologi Malaysia (UTM), Johor 81310, Malaysia
Safian Sharif: Department of Manufacturing & Industrial Engineering, School of Mechanical Engineering, Faculty of Engineering, Universiti Teknologi Malaysia (UTM), Johor 81310, Malaysia
Norhayati Zakuan: Azman Hashim International Business School, Universiti Teknologi Malaysia (UTM), Johor 81310, Malaysia
Falah Abu: Department of Manufacturing & Industrial Engineering, School of Mechanical Engineering, Faculty of Engineering, Universiti Teknologi Malaysia (UTM), Johor 81310, Malaysia
Siti Rahmah Awang: Azman Hashim International Business School, Universiti Teknologi Malaysia (UTM), Johor 81310, Malaysia

Sustainability, 2018, vol. 10, issue 12, 1-18

Abstract: 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.

Keywords: student relationship management; critical success factors; knowledge management; employees’ involvement; student orientation; SRM technology; confirmatory factor analysis (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2018
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
https://www.mdpi.com/2071-1050/10/12/4527/pdf (application/pdf)
https://www.mdpi.com/2071-1050/10/12/4527/ (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:gam:jsusta:v:10:y:2018:i:12:p:4527-:d:186880

Access Statistics for this article

Sustainability is currently edited by Ms. Alexandra Wu

More articles in Sustainability from MDPI
Bibliographic data for series maintained by MDPI Indexing Manager ().