{"id":"https://openalex.org/W7224875571","doi":"https://doi.org/10.1007/s44282-026-00636-8","title":"RFM scoring and X-means clustering of citizen transactions in Saudi E-government through public value theory","display_name":"RFM scoring and X-means clustering of citizen transactions in Saudi E-government through public value theory","publication_year":2026,"publication_date":"2026-10-30","ids":{"openalex":"https://openalex.org/W7224875571","doi":"https://doi.org/10.1007/s44282-026-00636-8"},"language":"en","primary_location":{"id":"doi:10.1007/s44282-026-00636-8","doi":"https://doi.org/10.1007/s44282-026-00636-8","is_oa":true,"landing_page_url":"https://doi.org/10.1007/s44282-026-00636-8","pdf_url":"https://link.springer.com/content/pdf/10.1007/s44282-026-00636-8.pdf","source":{"id":"https://openalex.org/S4387287972","display_name":"Discover Global Society","issn_l":"2731-9687","issn":["2731-9687"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["cwts-core","doaj","norway-1"],"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Discover Global Society","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://link.springer.com/content/pdf/10.1007/s44282-026-00636-8.pdf","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5103119721","display_name":"Anas Ghassan Kanaan","orcid":"https://orcid.org/0000-0003-0805-5295","observed_orcids":["https://orcid.org/0000-0003-0805-5295"]},"institutions":[{"id":"https://openalex.org/I36622005","display_name":"Petra University","ror":"https://ror.org/039d9es10","country_code":"JO","type":"education","lineage":["https://openalex.org/I36622005"]}],"countries":["JO"],"is_corresponding":true,"raw_author_name":"Anas G. Kanaan","raw_affiliation_strings":["Department of E-business & Commerce, University of Petra, Amman, 11196, Jordan"],"raw_orcid":"https://orcid.org/0000-0003-0805-5295","affiliations":[{"raw_affiliation_string":"Department of E-business & Commerce, University of Petra, Amman, 11196, Jordan","institution_ids":["https://openalex.org/I36622005"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5071538323","display_name":"Ahmad Mtair Al-Hawamleh","orcid":"https://orcid.org/0000-0002-0038-7140","observed_orcids":["https://orcid.org/0000-0002-0038-7140"]},"institutions":[{"id":"https://openalex.org/I4400573178","display_name":"Institute of Public Administration","ror":"https://ror.org/03tap6r50","country_code":"SA","type":"education","lineage":["https://openalex.org/I4400573178"]}],"countries":["SA"],"is_corresponding":false,"raw_author_name":"Ahmad AL-Hawamleh","raw_affiliation_strings":["Department of E-Training, Institute of Public Administration, Riyadh, 11141, Saudi Arabia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of E-Training, Institute of Public Administration, Riyadh, 11141, Saudi Arabia","institution_ids":["https://openalex.org/I4400573178"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5103119721"],"corresponding_institution_ids":["https://openalex.org/I36622005"],"apc_list":{"value":1390,"currency":"USD","value_usd":1390},"apc_paid":{"value":1390,"currency":"USD","value_usd":1390},"fwci":0.0,"has_fulltext":true,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"4","issue":"1","first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.7085000276565552,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.7085000276565552,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.27880001068115234,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10213","display_name":"Public Policy and Administration Research","score":0.007199999876320362,"subfield":{"id":"https://openalex.org/subfields/3321","display_name":"Public Administration"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/x-means-clustering","display_name":"X-means clustering","score":0.8119999766349792},{"id":"https://openalex.org/keywords/public-value-theory","display_name":"public value theory","score":0.8379999995231628},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"customer relationship management","score":0.6830000281333923},{"id":"https://openalex.org/keywords/fiscal-contributions","display_name":"fiscal contributions","score":0.8539999723434448},{"id":"https://openalex.org/keywords/saudi-vision-2030","display_name":"Saudi Vision 2030","score":0.8650000095367432},{"id":"https://openalex.org/keywords/equity-in-public-services","display_name":"public service equity","score":0.5440000295639038},{"id":"https://openalex.org/keywords/behavioral-segmentation","display_name":"behavioral segmentation","score":0.5540000200271606}],"concepts":[{"id":"https://openalex.org/C79158427","wikidata":"https://www.wikidata.org/wiki/Q485396","display_name":"Analytics","level":2,"score":0.5645999908447266},{"id":"https://openalex.org/C189430467","wikidata":"https://www.wikidata.org/wiki/Q7293293","display_name":"Ranking (information retrieval)","level":2,"score":0.5442000031471252},{"id":"https://openalex.org/C195487862","wikidata":"https://www.wikidata.org/wiki/Q850210","display_name":"Revenue","level":2,"score":0.4875999987125397},{"id":"https://openalex.org/C33676613","wikidata":"https://www.wikidata.org/wiki/Q13415176","display_name":"Dimension (graph theory)","level":2,"score":0.48559999465942383},{"id":"https://openalex.org/C125308379","wikidata":"https://www.wikidata.org/wiki/Q363057","display_name":"Market segmentation","level":2,"score":0.45809999108314514},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.43939998745918274},{"id":"https://openalex.org/C2776291640","wikidata":"https://www.wikidata.org/wiki/Q2912517","display_name":"Value (mathematics)","level":2,"score":0.42239999771118164},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4016000032424927},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3702999949455261},{"id":"https://openalex.org/C75949130","wikidata":"https://www.wikidata.org/wiki/Q848010","display_name":"Database transaction","level":2,"score":0.3626999855041504},{"id":"https://openalex.org/C127722929","wikidata":"https://www.wikidata.org/wiki/Q7833714","display_name":"Transaction data","level":3,"score":0.3555999994277954},{"id":"https://openalex.org/C2781386248","wikidata":"https://www.wikidata.org/wiki/Q11898700","display_name":"Revenue management","level":3,"score":0.3431999981403351},{"id":"https://openalex.org/C176217482","wikidata":"https://www.wikidata.org/wiki/Q860554","display_name":"Metric (unit)","level":2,"score":0.3384000062942505},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.3305000066757202},{"id":"https://openalex.org/C98184364","wikidata":"https://www.wikidata.org/wiki/Q1780131","display_name":"Argument (complex analysis)","level":2,"score":0.32589998841285706},{"id":"https://openalex.org/C2776360696","wikidata":"https://www.wikidata.org/wiki/Q1938414","display_name":"Taxpayer","level":2,"score":0.3212999999523163},{"id":"https://openalex.org/C178283979","wikidata":"https://www.wikidata.org/wiki/Q274490","display_name":"Public finance","level":2,"score":0.30970001220703125},{"id":"https://openalex.org/C98965940","wikidata":"https://www.wikidata.org/wiki/Q877496","display_name":"Transaction cost","level":2,"score":0.3075999915599823},{"id":"https://openalex.org/C2776436953","wikidata":"https://www.wikidata.org/wiki/Q5163215","display_name":"Consistency (knowledge bases)","level":2,"score":0.3061000108718872},{"id":"https://openalex.org/C2776050585","wikidata":"https://www.wikidata.org/wiki/Q7439360","display_name":"Scrutiny","level":2,"score":0.30300000309944153},{"id":"https://openalex.org/C68991459","wikidata":"https://www.wikidata.org/wiki/Q11700776","display_name":"Value proposition","level":2,"score":0.3018999993801117},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.2994999885559082},{"id":"https://openalex.org/C23213687","wikidata":"https://www.wikidata.org/wiki/Q301468","display_name":"Consumer behaviour","level":2,"score":0.296099990606308},{"id":"https://openalex.org/C175444787","wikidata":"https://www.wikidata.org/wiki/Q39072","display_name":"Microeconomics","level":1,"score":0.289900004863739},{"id":"https://openalex.org/C162118730","wikidata":"https://www.wikidata.org/wiki/Q1128453","display_name":"Actuarial science","level":1,"score":0.28929999470710754},{"id":"https://openalex.org/C107482638","wikidata":"https://www.wikidata.org/wiki/Q815825","display_name":"Hospitality","level":3,"score":0.28279998898506165},{"id":"https://openalex.org/C2780110086","wikidata":"https://www.wikidata.org/wiki/Q161837","display_name":"Public service","level":2,"score":0.2745000123977661},{"id":"https://openalex.org/C527412718","wikidata":"https://www.wikidata.org/wiki/Q855395","display_name":"Interpretation (philosophy)","level":2,"score":0.2709999978542328},{"id":"https://openalex.org/C25343380","wikidata":"https://www.wikidata.org/wiki/Q277521","display_name":"Relation (database)","level":2,"score":0.26969999074935913},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.26840001344680786},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.2639999985694885},{"id":"https://openalex.org/C147859227","wikidata":"https://www.wikidata.org/wiki/Q294217","display_name":"Public sector","level":2,"score":0.2624000012874603},{"id":"https://openalex.org/C44725695","wikidata":"https://www.wikidata.org/wiki/Q288156","display_name":"Normative","level":2,"score":0.2621999979019165},{"id":"https://openalex.org/C2779498785","wikidata":"https://www.wikidata.org/wiki/Q4330222","display_name":"Public value","level":2,"score":0.25769999623298645}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1007/s44282-026-00636-8","doi":"https://doi.org/10.1007/s44282-026-00636-8","is_oa":true,"landing_page_url":"https://doi.org/10.1007/s44282-026-00636-8","pdf_url":"https://link.springer.com/content/pdf/10.1007/s44282-026-00636-8.pdf","source":{"id":"https://openalex.org/S4387287972","display_name":"Discover Global Society","issn_l":"2731-9687","issn":["2731-9687"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["cwts-core","doaj","norway-1"],"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Discover Global Society","raw_type":"journal-article"},{"id":"pmh:oai:doaj.org/article:a6969563e9374a19984a0aafba18f801","doi":null,"is_oa":false,"landing_page_url":"https://doaj.org/article/a6969563e9374a19984a0aafba18f801","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Discover Global Society, Vol 4, Iss 1 (2026)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.1007/s44282-026-00636-8","doi":"https://doi.org/10.1007/s44282-026-00636-8","is_oa":true,"landing_page_url":"https://doi.org/10.1007/s44282-026-00636-8","pdf_url":"https://link.springer.com/content/pdf/10.1007/s44282-026-00636-8.pdf","source":{"id":"https://openalex.org/S4387287972","display_name":"Discover Global Society","issn_l":"2731-9687","issn":["2731-9687"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["cwts-core","doaj","norway-1"],"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Discover Global Society","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W7224875571.pdf","grobid_xml":"https://content.openalex.org/works/W7224875571.grobid-xml"},"referenced_works_count":30,"referenced_works":["https://openalex.org/W2075150581","https://openalex.org/W2527349292","https://openalex.org/W3088314694","https://openalex.org/W3101209226","https://openalex.org/W3214761064","https://openalex.org/W4252454150","https://openalex.org/W4309606531","https://openalex.org/W4311783193","https://openalex.org/W4327726840","https://openalex.org/W4362698702","https://openalex.org/W4365517937","https://openalex.org/W4378901262","https://openalex.org/W4385597481","https://openalex.org/W4386750272","https://openalex.org/W4386768844","https://openalex.org/W4387572914","https://openalex.org/W4387927946","https://openalex.org/W4392916098","https://openalex.org/W4394590095","https://openalex.org/W4400739781","https://openalex.org/W4401368218","https://openalex.org/W4401905710","https://openalex.org/W4403448621","https://openalex.org/W4404916750","https://openalex.org/W4407914545","https://openalex.org/W4409547545","https://openalex.org/W4414996020","https://openalex.org/W7125492034","https://openalex.org/W7154475351","https://openalex.org/W7168121348"],"related_works":["https://openalex.org/W7148651353","https://openalex.org/W3145025652","https://openalex.org/W7157034884","https://openalex.org/W6941099258","https://openalex.org/W4404788046","https://openalex.org/W7167704776","https://openalex.org/W6884992344","https://openalex.org/W2980310107","https://openalex.org/W7212042062","https://openalex.org/W2089325167"],"abstract_inverted_index":{"Abstract":[0],"Behavioral":[1],"segmentation":[2],"has":[3],"moved":[4],"from":[5,88,119],"commercial":[6,43],"customer":[7,72],"relationship":[8],"management":[9],"(CRM)":[10],"into":[11],"e-government":[12,90],"analytics":[13,160],"with":[14,94,100,112],"little":[15],"scrutiny":[16],"of":[17,26,82,146,177,202],"what":[18],"the":[19,66,120,141,147,155,165,183,196,199,228],"move":[20],"costs":[21],"analytically.":[22],"The":[23,103,190],"monetary":[24,104,200],"dimension":[25,201],"recency-frequency-monetary":[27],"(RFM)":[28],"scoring":[29,99],"rests":[30],"on":[31],"a":[32,79,135,231,253],"specific":[33],"premise:":[34],"that":[35,140,168,233],"paying":[36],"more":[37],"signals":[38],"being":[39],"worth":[40],"more.":[41],"In":[42,48],"settings":[44],"this":[45,76],"is":[46,52,106,192],"workable.":[47],"public":[49,60,219],"administration":[50],"it":[51],"harder":[53],"to":[54,240,256],"sustain,":[55],"because":[56],"fiscal":[57,110,125,180],"contribution":[58,126,191],"and":[59,71,127,134,194,207,250],"value":[61,220],"do":[62],"not":[63],"stand":[64],"in":[65],"same":[67],"relation":[68],"as":[69,108],"revenue":[70,172],"worth.":[73],"We":[74],"develop":[75],"argument":[77],"using":[78,209],"de-identified":[80,210],"dataset":[81],"5,244":[83],"citizen-level":[84],"transaction":[85],"profiles":[86],"drawn":[87],"Saudi":[89],"service":[91],"interactions":[92],"associated":[93],"Vision":[95],"2030,":[96],"pairing":[97],"RFM":[98,203],"X-Means":[101],"clustering.":[102],"term":[105],"defined":[107],"citizen-to-state":[109],"contribution,":[111],"welfare":[113],"disbursements":[114],"excluded.":[115],"Four":[116],"segments":[117,156,215],"emerge":[118],"analysis,":[121],"separating":[122],"mainly":[123],"by":[124,131,171,179],"recency":[128],"rather":[129,221],"than":[130,222],"demographic":[132],"attributes,":[133],"decision":[136],"tree":[137],"validation":[138],"suggests":[139],"behavioral":[142],"variables":[143],"carry":[144,186],"most":[145],"discriminatory":[148],"signal.":[149],"Read":[150],"through":[151,218],"Public":[152],"Value":[153],"Theory,":[154],"show":[157],"why":[158],"CRM":[159],"cannot":[161],"be":[162],"ported":[163],"directly:":[164],"statistical":[166],"structure":[167],"ranks":[169],"customers":[170],"produces":[173],"an":[174,234],"analogous":[175],"ranking":[176,236],"citizens":[178,244],"engagement,":[181],"but":[182],"two":[184],"rankings":[185],"different":[187],"normative":[188],"weight.":[189],"conceptual":[193],"empirical:":[195],"study":[197],"reframes":[198],"for":[204],"public-sector":[205],"use":[206],"shows,":[208],"transactional":[211],"data,":[212],"how":[213],"citizen":[214],"require":[216],"interpretation":[217],"customer-value":[223],"logic.":[224],"When":[225],"read":[226],"together,":[227],"findings":[229],"reveal":[230],"group":[232],"income-based":[235],"system":[237],"would":[238],"reduce":[239],"one":[241],"low-value":[242],"category:":[243],"who":[245],"are":[246],"both":[247],"low":[248],"fiscal-contribution":[249],"high-need":[251],"recipients,":[252],"combination":[254],"relevant":[255],"equitable":[257],"digital-government":[258],"designs.":[259]},"counts_by_year":[],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2026-10-31T00:00:00"}
