Designing an Information System Model of Academic Service Based on Customer Relationship management at University

Abstract

This research aims at developing an information system model of academic service based on customer relationship management at university. This research is a research and development (R&D) through Borg and Gall design. This research only focuses and discusses on design stage. The result of this research shows that there are 4 primary supports (portfolio analysis, customer intimacy, determining services strategy, and evaluation) and 4 secondary supports (facilities and infrastructure, lecturers and professional staffs, academic information system website, and book for supporting model). Based on result of this research, it can be said that a information system of academic service model that has been designed effectively can be applied to improve academic service because it is based on practical theories that have been developed.