• G. BHASKAR
• DR. V. MADUSUDHANA PRASAD

ESeva was the first of its kind of citizen services initiated in the India at Hyderabad in the year 1999, with an objective to integrate the departmental services at single window system using Information Technology as a backbone for its implementation. The eSeva provides more than 130 G2C services to the citizens of Hyderabad and attracting number of citizens to visit eSeva center for availing services. This paper is part of the research study of the first author, presents the critical role of Customer Relationship Management (CRM) in the citizens’ selection of eSeva services. The perception of citizens on two dimensions CRM and Quality was analysed and presented. The data on these two dimensions was collected from 512 citizens visiting eSeva centers in the Hyderabad, analysed using SPSS 20 and presented the results in the tables and graphical format.

"The Critical Role of Customer Relationship Management in the Citizens’ Selection of eSeva Services", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.5, Issue 12, page no.601-612, December-2018, Available :http://www.jetir.org/papers/JETIR1812984.pdf

"The Critical Role of Customer Relationship Management in the Citizens’ Selection of eSeva Services", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.5, Issue 12, page no. pp601-612, December-2018, Available at : http://www.jetir.org/papers/JETIR1812984.pdf