Towards a conceptual framework for customer relationship management for public universities in Mauritius

Q2 Business, Management and Accounting

International Journal of Electronic Customer Relationship Management Pub Date : 2020-01-01 DOI:10.1504/IJECRM.2020.10035956

R. Roopchund

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引用次数: 0

Abstract

Public universities in Mauritius aim to climb the overall universities' ranking by improving the quality of teaching, research, and student support services so as to improve overall student satisfaction. They are also devising strategies to achieve higher student engagement by developing effective relationships with students. The Tertiary Education Commission has pointed out many student support problems and administrative bureaucracy in its recent quality audit reports that may lead to poor student engagement and attrition. The current research seeks to address this problem by proposing a customer relationship management framework based on a mixed research approach based on survey findings with 370 students and personal interviews with management in public universities. The proposed components that have been extracted are academic support services, financial assistance, administrative services, student facilitation and technological support services. The current research will be highly instrumental for improving student engagement and loyalty through higher customer satisfaction.

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建立毛里求斯公立大学客户关系管理的概念框架

毛里求斯的公立大学的目标是通过提高教学、研究和学生支持服务的质量来提高大学的整体排名，从而提高学生的整体满意度。他们也在制定策略，通过与学生建立有效的关系来提高学生的参与度。高等教育委员会在最近的质素审计报告中指出，许多学生支援问题和行政官僚作风可能导致学生参与度低和流失。目前的研究试图通过提出一个基于混合研究方法的客户关系管理框架来解决这个问题，该研究方法基于对370名学生的调查结果和对公立大学管理层的个人访谈。已提取的拟议组成部分是学术支助服务、财政援助、行政服务、学生便利和技术支助服务。目前的研究将有助于通过提高客户满意度来提高学生的参与度和忠诚度。

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来源期刊

International Journal of Electronic Customer Relationship Management Business, Management and Accounting-Business, Management and Accounting (all)

CiteScore

1.30

自引率

0.00%

发文量

期刊介绍： The aim of IJECRM is to provide an international forum and refereed reference in the field of electronic customer relationship management (ECRM). It also addresses the interaction, collaboration, partnership and cooperation between small and medium sized enterprises (SMEs) and larger enterprises in a customer relationship. More innovative analysis and better understanding of the complexity involved in a customer relationship are essential in today''s global businesses. Therefore, manuscripts offering theoretical, conceptual, and practical contributions for ECRM are encouraged. Topics covered include: -Electronic customer relationship management (ECRM) -CRM strategy, marketing, technology and software -Custom marketing and sales management -Customer lifetime value, loyalty, satisfaction, behaviour, databases -Issues for implementing CRM systems/solutions for CRM problems -Tools for capturing customer information, managing/sharing customer data -Partner relationship management, strategic alliances/ partnerships -Business to business market (B2B), business to consumer market (B2C) -Enterprise resource planning (ERP) -Supply chain dynamics and uncertainty, supplier relationship management (SRM) -E-commerce customer relationships on the internet -Supply chain management, channel management, demand chain management -Manufacturing, logistics and information technology/systems -Supplier and distribution networks, international issues -Performance measurement/indicators, research, modelling