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.
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