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- W1836419794 abstract "Public sector organizations that evaluate customer satisfaction often face the challenge of translating findings into strategic actions. Contrary to the normal customer satisfaction surveys, which use Likert scales, this paper introduces the use of a ROI vs. ROR matrix analysis as a strategic action tool to evaluate customer satisfaction in using E-Filing services in Malaysia. The use of Customer Relationship Management (CRM) concept in E-Government, especially the realization of business benefits, tangible in the form of return on investment (ROI, e.g. cost savings) and intangible in the form of return on relationship (ROR, e.g. provide prompt services and helpful responses to customer requests) is discussed in this paper. Then we discuss how we developed the ROI vs. ROR matrix, how we used this matrix to classify customer experiences into four quadrants (unhappy, compromised, happy, and delighted), and finally how we translated research findings into strategic action. The data were collected through unobtrusive online observation via blogs, online forums, communities, letters and newspapers." @default.
- W1836419794 created "2016-06-24" @default.
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- W1836419794 date "2010-10-15" @default.
- W1836419794 modified "2023-09-24" @default.
- W1836419794 title "Evaluating E-Government in Malaysia: The Use of ROI vs. ROR Matrix to Evaluate E-Filing Services" @default.
- W1836419794 hasPublicationYear "2010" @default.
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