Identification and Prioritization of Criteria of Citizen Relationship Management in Governmental Organizations

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.