Journal of Business and Management

Journal of Business and Management

ISSN: 2291-1995 (Print)    ISSN: 2291-2002 (Online)

Volume 4 (2015), No. 2, Pages 32-44

DOI: 10.12735/jbm.v4i2p32

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A Study of e-Government Business Model with Customer Relationship Management Driven in Taiwan

Shan-yan Huang1 

1Department of International Trade, Overseas Chinese University, Taichung, Taiwan


To Cite this Article     Article Views: 978     Downloads: 500  Since deposited on 2015-06-11


The study examined the relationship among customer relationship management (CRM) readiness, e-government (e-Gov) business model and customer equity to indicate the advisable actions on citizen-centric e-Gov business model. Based on the benchmarking concept, the study used the questionnaire to analyze the influences of CRM readiness (blueprint management, change management, human resource, process management, ICT resource) on e-Gov business model (administration innovation, customer interface, service infrastructure, resources allocation) and the effect of citizen-centric e-Gov business model through customer equity (value, brand, relationship). The results can identify the level of CRM readiness in Taiwanese leading departments/agencies and improve the service process for e-Gov business model with a CRM perspective. The study found that: 1. Governments can enhance the effects of e-Gov business model through CRM readiness examining. 2. The sustainable customer equity can be transformed through e-Gov business model. 3. CRM participation and experience sharing could be broadened through the mechanisms of life-long learning for public servants further.

JEL Classifications: H41, M15

Keywords: customer relationship management, business model; customer equity, e-government

To Cite this Article: Huang, S. Y. (2015). A study of e-government business model with customer relationship management driven in Taiwan. Journal of Business and Management, 4(2), 32-44.

Copyright © Shan-yan Huang

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This article is published under license to Science and Education Centre of North America. This is an Open Access article distributed under the terms of the Creative Commons Attribution 4.0 International License.

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A Study of e-Government Business Model with Customer Relationship Management Driven in Taiwan