An empirical study on customer relationship management readiness in Taiwan´s e-government: An internet business model perspective

In this paper, the authors aim at identifying activities that need to be addressed to adopt citizen-centric services based on a holistic framework of Internet business model from the CRM readiness assessment on customer equity in government sector. A sample of 478 employees, who responded the questionnaire by mail, was collected from the list of 250 meritorious agencies in Taiwan. The advisable actions on the Taiwan´s e-government (e-Gov) could be recognized by way of the CRM readiness on roadmapping, change, human resource, process, and ICT configuration to manifest the effects through value equity, brand equity, and relationship equity. The study found that: (1) CRM readiness examination significantly affect the e-Gov business model; (2) Customer equity can be transformed through e-Gov business model; (3) CRM readiness examination can influence the effects of customer equity.