Proceedings of The 8th International Conference on Education Innovation (ICEI 2024)

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Academic Service Quality And Customer Lifecycle Management On Student Satisfaction

Authors
Aditya Chandra Setiawan1, *, Ima Widiyanah1, Windasari Windasari1, Rezki Nurma Fitria1, Cahyo Febri Wijaksono1, Ali Husein1
1Faculty of Education, State University of Surabaya, Surabaya, Indonesia
*Corresponding author. Email: adityasetiawan@unesa.ac.id
Corresponding Author
Aditya Chandra Setiawan
Available Online 2 April 2025.
DOI
10.2991/978-2-38476-360-3_77How to use a DOI?
Keywords
Quality; Academic Services; Customer Lifecycle Management; Student Satisfaction
Abstract

CLM being part of Customer Relationship Management (CRM) is an approach that focuses on managing and developing long-term relationships with customers. This research aims to (1) test the quality of academic services on student satisfaction; (2) testing customer lifecycle management on student satisfaction; and (3) testing the quality of academic services and customer lifecycle management on student satisfaction. The research method used is a descriptive-correlational quantitative method with multiple regression analysis techniques. The results of the research obtained are that there is an influence of academic service quality on student satisfaction, (2) there is an influence of customer life cycle management on student satisfaction, (3) there is an influence between the quality of academic services and customer life cycle management on student satisfaction. The Faculty’s excellent service provided to students and the suitability of the student service process during their studies by paying attention to service rules and procedures will affect student satisfaction.

Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of The 8th International Conference on Education Innovation (ICEI 2024)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
2 April 2025
ISBN
978-2-38476-360-3
ISSN
2352-5398
DOI
10.2991/978-2-38476-360-3_77How to use a DOI?
Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Aditya Chandra Setiawan
AU  - Ima Widiyanah
AU  - Windasari Windasari
AU  - Rezki Nurma Fitria
AU  - Cahyo Febri Wijaksono
AU  - Ali Husein
PY  - 2025
DA  - 2025/04/02
TI  - Academic Service Quality And Customer Lifecycle Management On Student Satisfaction
BT  - Proceedings of The 8th International Conference on Education Innovation (ICEI 2024)
PB  - Atlantis Press
SP  - 881
EP  - 899
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-360-3_77
DO  - 10.2991/978-2-38476-360-3_77
ID  - Setiawan2025
ER  -