An Institutional Based Customer Relationship Management (IBCRM): A Case Study of University Utara Malaysia.

An Institutional Based Customer Relationship Management (IBCRM): A Case Study of University Utara Malaysia.

The general trend in institution of higher learning is to treat the students as their customers and guarantee maximum customer satisfaction as being properly observed in the ideal business environment. Previous studies also revealed the need for all institutions of higher learning to embrace the use...

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Main Author: Sulaiman, Waleed Khalid
Format: Thesis
Language:eng
eng
Published: 2009
Subjects:
TK5015.888 Web sites
Online Access:https://etd.uum.edu.my/1610/1/Waleed_Khalid_Sulaiman.pdf
https://etd.uum.edu.my/1610/2/1.Waleed_Khalid_Sulaiman.pdf
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id my-uum-etd.1610
record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
topic TK5015.888 Web sites
spellingShingle TK5015.888 Web sites
Sulaiman, Waleed Khalid
An Institutional Based Customer Relationship Management (IBCRM): A Case Study of University Utara Malaysia.
description The general trend in institution of higher learning is to treat the students as their customers and guarantee maximum customer satisfaction as being properly observed in the ideal business environment. Previous studies also revealed the need for all institutions of higher learning to embrace the use of Customer Relationship Management (CRM) solutions that can be used to monitor relationship with student right from the time of enrollment to the alumnus stage. This study is aimed at conducting an exploratory study using quantitative approach to determine the factors responsible for the selection of CRM solution in UUM by proposing an institutional based CRM model. An institutional-based prototype will be developed and usability of the prototype will be evaluated qualitatively.
format Thesis
qualification_name masters
qualification_level Master's degree
author Sulaiman, Waleed Khalid
author_facet Sulaiman, Waleed Khalid
author_sort Sulaiman, Waleed Khalid
title An Institutional Based Customer Relationship Management (IBCRM): A Case Study of University Utara Malaysia.
title_short An Institutional Based Customer Relationship Management (IBCRM): A Case Study of University Utara Malaysia.
title_full An Institutional Based Customer Relationship Management (IBCRM): A Case Study of University Utara Malaysia.
title_fullStr An Institutional Based Customer Relationship Management (IBCRM): A Case Study of University Utara Malaysia.
title_full_unstemmed An Institutional Based Customer Relationship Management (IBCRM): A Case Study of University Utara Malaysia.
title_sort institutional based customer relationship management (ibcrm): a case study of university utara malaysia.
granting_institution Universiti Utara Malaysia
granting_department College of Arts and Sciences (CAS)
publishDate 2009
url https://etd.uum.edu.my/1610/1/Waleed_Khalid_Sulaiman.pdf
https://etd.uum.edu.my/1610/2/1.Waleed_Khalid_Sulaiman.pdf
_version_ 1747827175581548544
spelling my-uum-etd.16102013-07-24T12:12:31Z An Institutional Based Customer Relationship Management (IBCRM): A Case Study of University Utara Malaysia. 2009 Sulaiman, Waleed Khalid College of Arts and Sciences (CAS) College of Arts and Sciences TK5015.888 Web sites The general trend in institution of higher learning is to treat the students as their customers and guarantee maximum customer satisfaction as being properly observed in the ideal business environment. Previous studies also revealed the need for all institutions of higher learning to embrace the use of Customer Relationship Management (CRM) solutions that can be used to monitor relationship with student right from the time of enrollment to the alumnus stage. This study is aimed at conducting an exploratory study using quantitative approach to determine the factors responsible for the selection of CRM solution in UUM by proposing an institutional based CRM model. An institutional-based prototype will be developed and usability of the prototype will be evaluated qualitatively. 2009 Thesis https://etd.uum.edu.my/1610/ https://etd.uum.edu.my/1610/1/Waleed_Khalid_Sulaiman.pdf application/pdf eng validuser https://etd.uum.edu.my/1610/2/1.Waleed_Khalid_Sulaiman.pdf application/pdf eng public masters masters Universiti Utara Malaysia Abdureza, S. & Hussein, H. F.(2004) Study and Development of CRM Information System for Small and medium Businesses. IEEE Xplore. Adebanjo, D. (2006) Evaluating the effects of Customer Relationship Management Using modeling and simulation techniques. IEEE Xplore. Aihie.0 and Eddine.B (2007), "An exploratory study of implementation of customer relationship management strategyZ", business process management journal, vol 13 no.1 pp. 139-164. Breed, Larry.(2001) Web-Based Customer Relationship Management Office January 2001 ISSUE Leadership.Retrieved Date 25/2/2009 from http://www.enxmanazine.com/lbreed2101-2102htm Bose, R. 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