开发一个社会学生关系管理系统的成功模型
Wasef Mater1, Monther Aldwairi2, Nasim Matar1
1Electronic Business Department, University of Petra, Amman, Jordan.
Heliyon
|February 29, 2024
概括
这项研究开发了一种基于社交媒体的客户关系管理 (CRM) 模式,用于约旦的高等教育. 调查结果显示,系统和信息质量,服务质量和信任对于用户满意度和社交媒体参与度至关重要.
科学领域:
- 信息系统信息系统信息系统
- 高等教育管理的管理.
- 营销 营销 营销 营销 营销
背景情况:
- 社交媒体在高等教育中对于沟通和参与来说越来越重要.
- 现有的客户关系管理 (CRM) 模型需要适应大学的社交媒体时代.
研究的目的:
- 为约旦私立大学开发和评估基于社交媒体的CRM模型.
- 通过综合社交媒体策略,提高学生满意度,忠诚度和机构利能力.
- 将信任概念纳入Delone McLean对CRM系统的成功模式.
主要方法:
- 数据是通过在线调查从约旦私立大学的606名学生中收集的.
- 部分最小平方-结构方程建模 (PLS-SEM) 用于数据分析.
- 测试了整合社交媒体,信任和Delone McLean成功框架的新型模型.
主要成果:
- 用户满意度在高等教育背景下显著影响社交媒体的使用.
- 系统质量,信息质量,服务质量和信任是用户满意度的关键决定因素.
- 这项研究为约旦大学社交媒体驱动的CRM的有效性提供了经验证据.
结论:
- 开发的基于社交媒体的CRM模型为提高高等教育中的学生关系提供了一个框架.
- 该研究建立了评估大学社交媒体驱动CRM系统的标准.
- 该概念模型为未来的研究和扩展在各种高等教育环境中提供了基础.
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