Document Type
Article
Source of Publication
Heliyon
Publication Date
2-1-2024
Abstract
Social media's significance in higher education has increased due to its capacity to enhance participation, communication, teamwork, and information sharing. Important notifications, updates, and reminders can be promptly received by all members of the university community, assuring that information is shared with everyone. The objective of this study is to develop a model for a Customer Relationship Management (CRM) system in higher education that is based on social media and intends to increase student satisfaction, loyalty, and profitability. It blends the idea of trust with Delone Mclean success model. Partial Least Squares-Structural Equation Modeling (PLS-SEM) was used to evaluate the data that was gathered from 606 Jordanian private university students via an online survey. The findings demonstrated that user satisfaction affects social media usage and that system quality, information quality, service quality, and trust must all be considered to attain user satisfaction. This study examines how to create a CRM system based on social media in Jordanian universities. The study makes significant contribution to the development criteria for evaluating social media-based CRM systems in higher education institutions, and its broad conceptual model cloud be expanded and tested in future studies. This study is the first to investigate the use of social media to develop a CRM system for Jordanian universities. This is a novel study, and the work significantly create a set of criteria for evaluating social media-driven CRM systems in higher education. The study's expansive the model may serve as the base for more research in this field.
DOI Link
ISSN
Publisher
Elsevier BV
Volume
10
Issue
4
First Page
e25941
Last Page
e25941
Disciplines
Computer Sciences | Education
Keywords
CRM system, Social media, Higher education, User satisfaction, Service quality
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-No Derivative Works 4.0 International License.
Recommended Citation
Mater, Wasef; Aldwairi, Monther; Matar, Nasim; and Al-Rahmi, Waleed, "Developing a success model of a social student relationship management system" (2024). All Works. 6363.
https://zuscholars.zu.ac.ae/works/6363
Indexed in Scopus
no
Open Access
yes
Open Access Type
Gold: This publication is openly available in an open access journal/series