The Effect of Customer Relationship Management on Customer retention in Private Higher Education Institute in Malaysia

Manogharan, Melissa Wane; Varadarajan, Soovendran

doi:10.24297/ijrem.v9i1.7356

Cited by 4 publications

(1 citation statement)

References 13 publications

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“…Pada fase ini, hubungan yang baik dengan pelanggan harus dapat dijalani oleh perushaan dengan memberikan layanan terbaik(Customer services) [10].…”

Section: Menaikkan Hubungan Yang Telah Ada (Enhance)unclassified

Analisa Dan Perancangan CRM Sebagai Strategi Peningkatan Dan Memepertahankan Jumlah Mahasiswa Pada Stmik Dharma Negara

Putra¹,

Matondang²

2020

JTK3TI

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Saat ini persaingan di dunia Pendidikan sangatlah ketat. Begitu juga STMIK Dharma Negara yang telah berdiri sejak tahun 2006 berkeyakinan bahwa untuk dapat bersaing dalam meningkatkan maupun memerpertahankan jumlah mahasiswa STMIK Dharma Negara harus meningkatkan layanannya kepada para stakeholder. Guna dalam miningkatkan kualitas layanan, maka dialakukan suatu analisa Customer Relationship Management (CRM). Dengan munggunakan CRM pengelola STMIK Dharma Negara dapat mengambil strategi-strategi yang dapat meningkatkan kualitasnya. Saat ini STMIK Dharma Negara juga belum memeliki sistem informasi yang memadai yang dapat meningkatkan pelayanan kepada mahasiswa. Saat ini semua aktifitas pelayanan masih dilakukan secara offline yang dirasa menyulitkan mahasiswa dalam melakukan aktifitas administrative. Customer Relationship Management merupakana suatu strategi untuk mengelola hubungan dengan customer maupun calon customer. CRM ini biasa digunakan di perusahaan namun saat ini pergruruan tinggi perlu mengadopsi strategi CRM untuk bisa bersaing dengan perguruan tinggi lainnya. Dalam penelitian ini framework Goal Question Metric (GQM) digunakan sebagai tool dalam pengukurang business process. GQM dibuat dengan cara membuatkan pertanyaan-pertanyaan yang kemudian dibuatkan sebuah metric untuk dilakukan pengukuran. Wawancara dilakukan pada pengelola STMIK Dharma Negara, mahasiswa, orang tua mahasiswa, alumni dan industry. Penelitian ini memiliki tujuan untuk memberikan rekomendasi kepada pihak STMIK Dharma Negara tentang elemen-elemen apa saja yang perlu ditingkatkan dan memberikan rekomendasi sistem informasi yang dibutuhkan. Hasil dari penelitian ini memberikan rekomendasi kepada pengelola STMIK Dharma Negara dengan memberikan model yang dirasa cukup dalam pelayanan kepada mahasiswa.

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“…Pada fase ini, hubungan yang baik dengan pelanggan harus dapat dijalani oleh perushaan dengan memberikan layanan terbaik(Customer services) [10].…”

Section: Menaikkan Hubungan Yang Telah Ada (Enhance)unclassified

Analisa Dan Perancangan CRM Sebagai Strategi Peningkatan Dan Memepertahankan Jumlah Mahasiswa Pada Stmik Dharma Negara

Putra¹,

Matondang²

2020

JTK3TI

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Assessing the Effects of Customer Satisfaction and Retention in the Hospitality Industry: A Study of St. Jacobs and Groovy Hotels, Akure, Ondo State, Nigeria

Ojo

2024

Int. J. Res. Granthaalayah

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This study looked into the effects of customer satisfaction and retention in the hospitality industry, a case study of St. Jacobs and Groovy Hotels in Akure, Ondo State. Meeting the needs of consumers makes it possible to retain them and promote customer retention, which guarantees continued business. To some extent, the accomplishment of corporate goals is determined by the degree of customer happiness and retention. For this study, a descriptive survey research design was adopted. Convenience sampling was used to choose the 120 customers that made up the study sample. The questionnaire served as a key data collection tool. Both descriptive and inferential statistics were used to analyze the data that were gathered. Bar charts and basic percentages were used to assess the respondents' demographic data. The study employed Linear Regression Analysis and Pearson Correlation to evaluate the three hypotheses at significance levels of 0.05 alpha. Customer satisfaction is positively and significantly impacted by service quality, according to the results of the hypothesis tested. There is a significant relationship between customer satisfaction and client retention and the study indicated that customer care, customer satisfaction, and customer retention are positively and significantly correlated. This study suggested that, in order to provide customers with a sense of belonging, prompt and appropriate care should be provided whenever objections are expressed. Thus, it would be beneficial to look at additional factors related to the concept of customer happiness, such as the caliber and service of food and beverages, hotel branding, cleanliness, and security.

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INFLUENCE OF STUDENT RETENTION STRATEGIES ON PERFORMANCE OF TVETs IN NAIROBI COUNTY, KENYA

Magut

Kihara

2019

JBSM

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Purpose: The study sought to evaluate the power of student retention strategies on performance of TVET institutes in Kenya: a case study of Nairobi City County. In order to capture the required information, the study is guided by four objectives; to assess the influence of student orientation and induction strategy, student support programs strategy, customer relation management, and student involvement and participation on performance of TVET institutes in Kenya. This study is anchored on drive reduction theory, tinto’s learner’s integration theory, the cognitive dissonance theory and structural strain theory. Methodology: The study used a descriptive survey design utilizing primary quantitative and qualitative data. The study employed stratified and simple sampling techniques on the population. Targeted study population was 182 TVET institutes in Nairobi region with teaching staff and dean of students being unit of observation. 70 institutions were targeted as a sample size by the study. Data was collected through the administration of questionnaires to TVET institutions lecturers and deans of students being the respondents. A pilot study was conducted on 10 randomly selected TVET institutes in Nairobi region equivalent to 6% of the overall population. Reliability of the research instrument was established through Cronbach’s Alpha (α) scale of 0.7 (internal consistency measure) thresholds. Content validity of the instrument was conducted. Descriptive and inferential statistics was used for the purpose of data analysis using Microsoft Excel software and SPSS version 22.0.Results: The outcomes of the research showed that majority of the sampled staff had attained graduate level of learning, the institution had Student orientation and induction as indicated by 55.75% of respondents. The institution had in place student support programs as indicated by 40% of respondents. About 31% of the sampled population revealed that TVET institutions in Nairobi County had Customer relationship management program and 27% of the respondents agreed that students were involved to participate on decision making.Contributions: the study makes contribution to policy in regard to student orientation and induction strategy, student support program strategy, customer relation strategy and student involvement and participation

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The Effect of Customer Relationship Management on Customer retention in Private Higher Education Institute in Malaysia

Cited by 4 publications

References 13 publications

Analisa Dan Perancangan CRM Sebagai Strategi Peningkatan Dan Memepertahankan Jumlah Mahasiswa Pada Stmik Dharma Negara

Analisa Dan Perancangan CRM Sebagai Strategi Peningkatan Dan Memepertahankan Jumlah Mahasiswa Pada Stmik Dharma Negara

Assessing the Effects of Customer Satisfaction and Retention in the Hospitality Industry: A Study of St. Jacobs and Groovy Hotels, Akure, Ondo State, Nigeria

INFLUENCE OF STUDENT RETENTION STRATEGIES ON PERFORMANCE OF TVETs IN NAIROBI COUNTY, KENYA

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