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Open AccessArticle

Critical Success Factors of Student Relationship Management

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Department of Manufacturing & Industrial Engineering, School of Mechanical Engineering, Faculty of Engineering, Universiti Teknologi Malaysia (UTM), Johor 81310, Malaysia
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Azman Hashim International Business School, Universiti Teknologi Malaysia (UTM), Johor 81310, Malaysia
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Faculty of Applied Sciences, Universiti Teknologi MARA, Shah Alam 40450, Malaysia
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Author to whom correspondence should be addressed.
Sustainability 2018, 10(12), 4527; https://doi.org/10.3390/su10124527
Received: 31 October 2018 / Revised: 26 November 2018 / Accepted: 27 November 2018 / Published: 30 November 2018
(This article belongs to the Section Sustainable Education and Approaches)
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. View Full-Text
Keywords: student relationship management; critical success factors; knowledge management; employees’ involvement; student orientation; SRM technology; confirmatory factor analysis student relationship management; critical success factors; knowledge management; employees’ involvement; student orientation; SRM technology; confirmatory factor analysis
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Gholami, H.; Saman, M.Z.M.; Sharif, S.; Zakuan, N.; Abu, F.; Awang, S.R. Critical Success Factors of Student Relationship Management. Sustainability 2018, 10, 4527.

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