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Dutch Journal of Finance and Management

The Psychometric Properties of Customer Relationship Management Framework in the Local Government Authorities in Zimbabwe
Douglas Chiguvi 1 * , Collen Mahambo 2
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1 Senior Lecturer: Marketing Programmes, Entrepreneurship Department, BA ISAGO University P. Bag 149, Gaborone, BOTSWANA
2 Accounting and Finance Lecturer- BA ISAGO University, P. Bag 149, Gaborone, BOTSWANA
* Corresponding Author
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Research Article

Dutch Journal of Finance and Management, 2020 - Volume 4 Issue 2, Article No: em0069
https://doi.org/10.21601/djfm/9354

Published Online: 30 Dec 2020

Views: 2637 | Downloads: 1196

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How to cite this article
APA 6th edition
In-text citation: (Chiguvi & Mahambo, 2020)
Reference: Chiguvi, D., & Mahambo, C. (2020). The Psychometric Properties of Customer Relationship Management Framework in the Local Government Authorities in Zimbabwe. Dutch Journal of Finance and Management, 4(2), em0069. https://doi.org/10.21601/djfm/9354
Vancouver
In-text citation: (1), (2), (3), etc.
Reference: Chiguvi D, Mahambo C. The Psychometric Properties of Customer Relationship Management Framework in the Local Government Authorities in Zimbabwe. DUTCH J FINANCE MANA. 2020;4(2):em0069. https://doi.org/10.21601/djfm/9354
AMA 10th edition
In-text citation: (1), (2), (3), etc.
Reference: Chiguvi D, Mahambo C. The Psychometric Properties of Customer Relationship Management Framework in the Local Government Authorities in Zimbabwe. DUTCH J FINANCE MANA. 2020;4(2), em0069. https://doi.org/10.21601/djfm/9354
Chicago
In-text citation: (Chiguvi and Mahambo, 2020)
Reference: Chiguvi, Douglas, and Collen Mahambo. "The Psychometric Properties of Customer Relationship Management Framework in the Local Government Authorities in Zimbabwe". Dutch Journal of Finance and Management 2020 4 no. 2 (2020): em0069. https://doi.org/10.21601/djfm/9354
Harvard
In-text citation: (Chiguvi and Mahambo, 2020)
Reference: Chiguvi, D., and Mahambo, C. (2020). The Psychometric Properties of Customer Relationship Management Framework in the Local Government Authorities in Zimbabwe. Dutch Journal of Finance and Management, 4(2), em0069. https://doi.org/10.21601/djfm/9354
MLA
In-text citation: (Chiguvi and Mahambo, 2020)
Reference: Chiguvi, Douglas et al. "The Psychometric Properties of Customer Relationship Management Framework in the Local Government Authorities in Zimbabwe". Dutch Journal of Finance and Management, vol. 4, no. 2, 2020, em0069. https://doi.org/10.21601/djfm/9354
ABSTRACT
Although a lot of empirical studies have been conducted on customer-relationship-management (CRM), little research on the exploration of the psychometric properties of CRM scale items, in the Zimbabwean context has been conducted. This empirical study, based on key informant data drawn from sampled local government authorities in Zimbabwe (LGAZ), developed a reliable scale with demonstrated content and convergent validity. Amongst some of the reliable and valid antecedents and consequences of CRM Strategy success the study found; Due diligence, Strategy focus and alignment, Customer focus, Change management, Implementation Strategy, Implementation approach, Metrics, Project management, Process design, Buy-in and adoption to be some of the most important.. Therefore, using the confirmatory factor analysis approach, the research findings offer one more robustness in the applicability of CRM scale items by confirming that CRM city managers use psychometrically valid scale items to generate, disseminate and respond to information with a view to improving CRM performance of LGAZ.
KEYWORDS
psychometric properties of CRM factor analysis approach local government authorities customer relationship management
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