Title: Citizen Relationship Management Critical Success Factors: an empirical study of Municipality of Tehran
Authors: Abbas Keramati; Mohammad Sadegh Saremi; Masoud Afshari-Mofrad
Addresses: Faculty of Engineering, Industrial Engineering Department, University of Tehran, P.O. Box 11155-4563, Tehran, Iran. ' Industrial Engineering Department, Faculty of Engineering, Tarbiat Modares University, P.O. Box 14115-111, Tehran, Iran. ' Department of IT Management, Tarbiat Modares University, P.O. Box 14115-111, Tehran, Iran
Abstract: Nowadays, governments realise that they must deliver services to citizens efficiently and effectively in a customised way to citizens' needs. These changes lead governments to Citizen Relationship Management (CzRM). The same as many new technologies; CzRM has faced many implementation failures. This paper presents a model for assessing critical success factors (CSFs) of CzRM strategies and their effects on successful CzRM implementation. Municipality of Tehran was chosen as a case and quantitative methods were selected with explanatory research approach by means of a survey strategy. The findings show that all of the CSFs are highly correlated with CzRM success.
Keywords: citizen relationship management; CzRM; CSF; critical success factors; e-government; electronic government; municipalities; Tehran; Iran; local government; service delivery; citizens; customised services; electronic governance; e-governance.
International Journal of Electronic Governance, 2011 Vol.4 No.4, pp.322 - 347
Accepted: 15 Jul 2011
Published online: 27 Mar 2012 *