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Exploring the Role of Customer Relations Management in enhancing service delivery between Support Staff and Students in a selected Higher Education Institution

Author

Listed:
  • Sharon Mashau

    (Southern Business School)

  • Nico Schutte

    (GIFT Talent Research Niche Area North-West University)

Abstract

The main objective of this research was to determine the role of customer relationship management in enhancing the service delivery between support staff and students in a selected higher education institution. A qualitative research approach was followed with semi-structured interviews done with students and support staff from a selected South African higher education institution (N=8). The participants in the study felt that the current level of service delivery by the institution does not necessarily exceed their expectations. The findings further showed that higher education institutions should determine the needs of students and provide the best service possible to keep them satisfied. Recommendations are made.

Suggested Citation

  • Sharon Mashau & Nico Schutte, 2017. "Exploring the Role of Customer Relations Management in enhancing service delivery between Support Staff and Students in a selected Higher Education Institution," Proceedings of International Academic Conferences 5908282, International Institute of Social and Economic Sciences.
    • Handle: RePEc:sek:iacpro:5908282
    as

    Download full text from publisher

    File URL: https://iises.net/proceedings/34th-international-academic-conference-florence/table-of-content/detail?cid=59&iid=031&rid=8282
    File Function: First version, 2017
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    References listed on IDEAS

    as
    1. Shifa Wahab, 2016. "The Implication of Customer Service in Higher Education: Review Paper," International Journal of Education and Practice, Conscientia Beam, vol. 4(3), pages 106-111.
    2. Shifa Wahab, 2016. "The Implication of Customer Service in Higher Education: Review Paper," International Journal of Education and Practice, Conscientia Beam, vol. 4(3), pages 106-111.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    Academics; Customer Relationship Management; Higher Education; Service Delivery; Students;
    All these keywords.

    JEL classification:

    • J24 - Labor and Demographic Economics - - Demand and Supply of Labor - - - Human Capital; Skills; Occupational Choice; Labor Productivity

    NEP fields

    This paper has been announced in the following NEP Reports:

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