Optimization of the Institutional Tutoring System using the CRM management model

Abstract

Design, validation and reliability of Customer Relationship Management (CRM) tool was performed to measure the degree of association between the internal and external factors that influence the dropout level Technician University Academic Division of Economic and Administrative of the University, in order to timely respond to these factors and determine the decision of students to reduce the dropout rate. To meet the target, a review of the literature related to the subject was conducted by selecting the Cronbach's alpha psychometric instrument, because it is the one that mostly adapts to the characteristics of the study population. This was answered by fifty-three students chosen randomly when generating their school low. It is worth mentioning that important data thrown refer to the external factor due to labor problems and internal to reprobation. The data obtained shows that the implementation of CRM in this type of study is feasible.