IDENTIFICATION AND PRIORITIZATION OF CRITERIA OF CITIZEN RELATIONSHIP MANAGEMENT IN GOVERNMENTAL ORGANIZATIONS

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SALIMIFARD KHODAKARAM; REZAEE BADRIYEH; RAJABI AZADEH

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Journal: JOURNAL OF PUBLIC ADMINISTRATION Year:2015 | Volume:7 | Issue:3 Page(s): 505-524

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Title

IDENTIFICATION AND PRIORITIZATION OF CRITERIA OF CITIZEN RELATIONSHIP MANAGEMENT IN GOVERNMENTAL ORGANIZATIONS

Author(s)

SALIMIFARD KHODAKARAM | REZAEE BADRIYEH | RAJABI AZADEH | Issue Writer Certificate

Keywords

CITIZEN RELATIONSHIP MANAGEMENTQ2

DEMOGRAPHIC CRITERIAQ1

PSYCHOLOGICAL CRITERIAQ2

BEHAVIORAL CRITERIAQ2

SITUATION CRITERIAQ2

Abstract

CITIZEN RELATIONSHIP MANAGEMENT is a novel approach for public sector and governmental organization to improve their services and to achieve citizen satisfaction. The main purpose of this study is to identify and prioritize customer segmentation in governmental organizations. For the reason, based on reviewing the literature, four group of psychological, demographic, behavioral, and situation factors were identified. Each of these factors includes some sub-factors. Required data were collected using a questionnaire answered by experts from both academia and organization. Using Analytical Hierarchy Process, the weight for each factor and all the sub-factors were calculated. Research findings show that situation factor is in the first rank. Following that, behavioral, psychological, and demographic factors are in the lower ranks, respectively.

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APA: Copy

SALIMIFARD, KHODAKARAM, REZAEE, BADRIYEH, & RAJABI, AZADEH. (2015). IDENTIFICATION AND PRIORITIZATION OF CRITERIA OF CITIZEN RELATIONSHIP MANAGEMENT IN GOVERNMENTAL ORGANIZATIONS. JOURNAL OF PUBLIC ADMINISTRATION, 7(3 ), 505-524. SID. https://sid.ir/paper/139883/en

Vancouver: Copy

SALIMIFARD KHODAKARAM, REZAEE BADRIYEH, RAJABI AZADEH. IDENTIFICATION AND PRIORITIZATION OF CRITERIA OF CITIZEN RELATIONSHIP MANAGEMENT IN GOVERNMENTAL ORGANIZATIONS. JOURNAL OF PUBLIC ADMINISTRATION[Internet]. 2015;7(3 ):505-524. Available from: https://sid.ir/paper/139883/en

IEEE: Copy

KHODAKARAM SALIMIFARD, BADRIYEH REZAEE, and AZADEH RAJABI, “IDENTIFICATION AND PRIORITIZATION OF CRITERIA OF CITIZEN RELATIONSHIP MANAGEMENT IN GOVERNMENTAL ORGANIZATIONS,” JOURNAL OF PUBLIC ADMINISTRATION, vol. 7, no. 3 , pp. 505–524, 2015, [Online]. Available: https://sid.ir/paper/139883/en

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