The Science and Information (SAI) Organization
  • Home
  • About Us
  • Journals
  • Conferences
  • Contact Us

Publication Links

  • IJACSA
  • Author Guidelines
  • Publication Policies
  • Metadata Harvesting (OAI2)
  • Digital Archiving Policy
  • Promote your Publication

IJACSA

  • About the Journal
  • Call for Papers
  • Author Guidelines
  • Fees/ APC
  • Submit your Paper
  • Current Issue
  • Archives
  • Indexing
  • Editors
  • Reviewers
  • Apply as a Reviewer

IJARAI

  • About the Journal
  • Archives
  • Indexing & Archiving

Special Issues

  • Home
  • Archives
  • Proposals
  • Guest Editors

Future of Information and Communication Conference (FICC)

  • Home
  • Call for Papers
  • Submit your Paper/Poster
  • Register
  • Venue
  • Contact

Computing Conference

  • Home
  • Call for Papers
  • Submit your Paper/Poster
  • Register
  • Venue
  • Contact

Intelligent Systems Conference (IntelliSys)

  • Home
  • Call for Papers
  • Submit your Paper/Poster
  • Register
  • Venue
  • Contact

Future Technologies Conference (FTC)

  • Home
  • Call for Papers
  • Submit your Paper/Poster
  • Register
  • Venue
  • Contact
  • Home
  • Call for Papers
  • Guidelines
  • Fees
  • Submit your Paper
  • Current Issue
  • Archives
  • Indexing
  • Editors
  • Reviewers
  • Subscribe

Article Details

Copyright Statement: This is an open access article licensed under a Creative Commons Attribution 4.0 International License, which permits unrestricted use, distribution, and reproduction in any medium, even commercially as long as the original work is properly cited.

Social Customer Relationship Management as a Communication Tool for Academic Communities in Higher Education Institutions through Social Media

Author 1: Ali Ibrahim
Author 2: Ermatita
Author 3: Saparudin

Download PDF

Digital Object Identifier (DOI) : 10.14569/IJACSA.2022.0130548

Article Published in International Journal of Advanced Computer Science and Applications(IJACSA), Volume 13 Issue 5, 2022.

  • Abstract and Keywords
  • How to Cite this Article
  • {} BibTeX Source

Abstract: The interaction between academic community members in universities is fundamental in facilitating the learning management process and workflow, thereby necessitating a communication tool system that is unrestricted by time and place. Social customer relationship management as a communication tool through social media is also essential. Therefore, this research employed a mixed-method exploratory design to evaluate 2421 subjects determined based on a proportional random sampling technique from the academic community of universities in four cities in Indonesia. The data collection method used an online interview questionnaire, and the coding techniques, namely open, axial, and selective coding, as well as the value stream analysis, were used. This research found that Social Customer Relationship Management (SCRM) can be a communication tool between the academic communities in higher education. This tool can be exploited by utilizing effective social media platforms, namely Instagram, Facebook, WhatsApp, and YouTube, integrated and connected as a center for information retrieval.

Keywords: Social customer relationship management; communication tools; social media; academic client and communities

Ali Ibrahim, Ermatita and Saparudin, “Social Customer Relationship Management as a Communication Tool for Academic Communities in Higher Education Institutions through Social Media” International Journal of Advanced Computer Science and Applications(IJACSA), 13(5), 2022. http://dx.doi.org/10.14569/IJACSA.2022.0130548

@article{Ibrahim2022,
title = {Social Customer Relationship Management as a Communication Tool for Academic Communities in Higher Education Institutions through Social Media},
journal = {International Journal of Advanced Computer Science and Applications},
doi = {10.14569/IJACSA.2022.0130548},
url = {http://dx.doi.org/10.14569/IJACSA.2022.0130548},
year = {2022},
publisher = {The Science and Information Organization},
volume = {13},
number = {5},
author = {Ali Ibrahim and Ermatita and Saparudin}
}


IJACSA

Upcoming Conferences

Future of Information and Communication Conference (FICC) 2023

2-3 March 2023

  • Virtual

Computing Conference 2023

22-23 June 2023

  • London, United Kingdom

IntelliSys 2023

7-8 September 2023

  • Amsterdam, The Netherlands

Future Technologies Conference (FTC) 2023

2-3 November 2023

  • San Francisco, United States
The Science and Information (SAI) Organization
BACK TO TOP

Computer Science Journal

  • About the Journal
  • Call for Papers
  • Submit Paper
  • Indexing

Our Conferences

  • Computing Conference
  • Intelligent Systems Conference
  • Future Technologies Conference
  • Communication Conference

Help & Support

  • Contact Us
  • About Us
  • Terms and Conditions
  • Privacy Policy

© The Science and Information (SAI) Organization Limited. Registered in England and Wales. Company Number 8933205. All rights reserved. thesai.org