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Using Technology to Improve Student Services: Better Quality and Better Results Naj Shaik Karen Vignare Kishia Brock
Marketing Environment: Higher Education ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Education: Core & Supporting Services ,[object Object],[object Object],[object Object],[object Object]
Student Profile ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Internet (Web 1.0) Marketing: Methods ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Effectiveness Internet (Web 1.0) Marketing ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
What : Relationship Marketing ,[object Object],[object Object],[object Object],[object Object],[object Object]
Relationship Marketing: Organizational Level ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Relationship Marketing:  Student Level ,[object Object],[object Object],[object Object],[object Object],[object Object]
Why :  Relationship Marketing? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Who : Relationship Marketing ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
(Relationship) Marketing: Misconceptions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
What is Marketing? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Relationship Management (CRM) ,[object Object],[object Object],[object Object],[object Object]
Educational Systems Admissions Financial & Administrative Student Records CRM or Data mining
 
Software Support ,[object Object],[object Object],[object Object],[object Object],[object Object]
Marketing & Service  ,[object Object],[object Object],[object Object],[object Object],[object Object]
Datamining ,[object Object],[object Object],[object Object],[object Object]
Rio Salado College Kishia Brock [email_address] May 8, 2008
Rio Salado College, Established in 1978 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Rio’s Online Student: ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Rio Student Services Model ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Beede, M., & Burnett, D. (1999)  Planning for Student Services: Best Practices for the 21st Century. Ann Arbor: Society for College and University Planning. Online Learning
Relationship Management How we do it! ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Technology  and Services ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Relationship Management -Initial Design  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Relationship Management – continued ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Relation Management  Tool (CRM)
Information Requests
Customer Relation Management  Tool (CRM)
RioGram – “push” communication
Why DL_sQUAL ? ,[object Object],[object Object],[object Object],[object Object]
SERVQUAL (1988) /  E-S-Qual (2005) ,[object Object],[object Object],[object Object],[object Object]
Why Distance Learning Service Quality? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Constructs
EFA: Factor Loadings & Alpha values
Future Directions ,[object Object],[object Object],[object Object],[object Object],[object Object]
Selected References ,[object Object],[object Object],[object Object],[object Object],[object Object]

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