Title: Fostering a customer-centric e-government through customer relationship management readiness assessment

Authors: Han-Yuh Liu; Shan-Yan Huang

Addresses: Department of Business Administration, National Dong Hwa University, Hualien 97401, Taiwan ' Department of Marketing and Supply Chain Management, Overseas Chinese University, Taichung 40721, Taiwan

Abstract: Customer relationship management (CRM) has become a top priority in business circles. Reports have even discovered a great willingness to put CRM principles to work for the public sector, with studies finding a large gap between the intention toward implementing CRM capabilities and the actions governments take to develop those capabilities. This paper identifies CRM readiness in order to foster a digital government system on customer equity from a customer-centric perspective of an internet business model (i.e., an e-gov. model). According to 478 valid questionnaires from a list of 250 benchmarked governments in Taiwan, this study suggests placing the greatest emphasis on steering readiness and process readiness to embark on the CRM journey. A government should also propagate its e-gov value to enrich customer perception of the administration performance.

Keywords: customer relationship management; digital government; electronic government; e-gov; internet business model; iBM; customer equity; Taiwan; customer-centric e-government; CRM readiness assessment; customer perceptions.

DOI: 10.1504/IJBSR.2014.058008

International Journal of Business and Systems Research, 2014 Vol.8 No.1, pp.51 - 71

Published online: 07 Jun 2014 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article