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A critical psychometrical analysis of customer relationship management practices in the Local Government Authorities in SADC

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  • Douglas Chiguvi

    (Senior Lecturer, BA ISAGO University, P. Bag 145, Gaborone Botswana)

Abstract

The purpose of the study is to explore the critical success factors for CRM in the local government authorities in SADC. Although many empirical studies have been conducted on customer-relationship-management (CRM), little research on the psychometric properties of CRM scale items in the local government authorities’ context has been conducted. This empirical study, based on key informant data drawn from sampled local government authorities in three SADC countries (Zimbabwe, Botswana and South Africa), developed a reliable scale with demonstrated content and convergent validity. In this study, confirmatory factor analysis (CFA) was employed using the Amos 18 version and the SPSS version 20 software. The study results revealed that for CRM Strategy success to be achieved, LGA needs to consider the following factors: Due diligence, Strategy focus and alignment, customer focus, change management, Implementation Strategy, Implementation approach, Metrics, Project management, Process design, Buy-in and adoption. Therefore, the study results suggested that city and town council managers must seriously consider all the ten critical success factors to improve the CRM performance of local government authorities. Key Words:Customer Relationship Management, Critical Success Factors, Local Government Authorities.

Suggested Citation

  • Douglas Chiguvi, 2022. "A critical psychometrical analysis of customer relationship management practices in the Local Government Authorities in SADC," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 11(9), pages 416-428, December.
    • Handle: RePEc:rbs:ijbrss:v:11:y:2022:i:9:p:416-428
    DOI: 10.20525/ijrbs.v11i9.2173
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    References listed on IDEAS

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    1. Bruce Cooil & Roland Rust, 1995. "General estimators for the reliability of qualitative data," Psychometrika, Springer;The Psychometric Society, vol. 60(2), pages 199-220, June.
    2. Olumide Olasimbo Jaiyeoba, 2013. "Revisiting the Psychometric Properties of Market Orientation Framework in an Emerging Economy: a Case-Study of Botswana¡¯S Small Service Firms," Business and Economic Research, Macrothink Institute, vol. 3(2), pages 236-245, December.
    3. Finnegan, David J. & Currie, Wendy L., 2010. "A multi-layered approach to CRM implementation: An integration perspective," European Management Journal, Elsevier, vol. 28(2), pages 153-167, April.
    4. Douglas Chiguvi & Elvis Madondo & Zenzo Dube, 2019. "The Importance of Customer Relationship Management in the Local Government Authorities in Zimbabwe," Applied Economics and Finance, Redfame publishing, vol. 6(6), pages 15-29, November.
    5. Douglas Chiguvi & Ruramayi Tadu & Moreblessing Ngwenya, 2019. "Key Factors in Customer Relationship Management Strategy Success in the Local Government Authorities," Applied Economics and Finance, Redfame publishing, vol. 6(4), pages 72-84, July.
    Full references (including those not matched with items on IDEAS)

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