Customer Relationship Management and Its Impact in Educational Sector

Abstract

The existence of very busy peak periods is a problem in itself for service marketing. Consumers pay in return for the convenience, service and satisfaction they receive from the service, not for ownership of the service. If not controlled, this can have a negative impact on the company, because many customers feel dissatisfied. Service is an intangible task that satisfies the needs of consumers or business users. There are several factors that can influence consumer satisfaction, namely service quality and product quality.