Attributes of a Relationship Management Model for the Public Sector (CiRS Exec)

ABSTRACT The New Public Management has encouraged the adoption of managerial tools by the public administration. In this context, the Citizen Relationship Management (CiRM) strategy allows for the improvement of the relationship with citizens and encourages citizenship. Thus, this research aims at identifying evidence for validity and reliability of a citizen relationship scale (CiRS Exec) for the Federal Executive Branch in Brazil, as well as a citizen’s satisfaction index. Exploratory and confirmatory factor analyses have been used, through structural equation modeling. The measurement model has presented good adjustment and a unifactorial structure scale named ‘Citizen Relationship’, comprising 13 items.摘要 新公共管理（New Public Management）推动公共行政部门采用各类管理工具。在此背景下，公民关系管理（Citizen Relationship Management，CiRM）策略可优化与公民的互动关系，并培育公民意识。本研究旨在为巴西联邦行政部门所使用的公民关系量表（Citizen Relationship Scale Exec，CiRS Exec）以及公民满意度指数验证其效度与信度提供实证依据。本研究借助结构方程模型，采用探索性因子分析与验证性因子分析方法。结果显示，测量模型具备良好的拟合效果，最终得到包含13个题项、命名为“公民关系”的单因子结构量表。