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:: Volume 24, Issue 2 (11-2018) ::
تحقيقات اطلاع رساني و كتابخانه هاي عمومي 2018, 24(2): 281-303 Back to browse issues page
Investigating the Implementation of Customer Relationship Management in Tehran Public Libraries (2016)
Ali Asghar Razavi Seyed * , Leyli Taherkhani , Behnaz Jalali , Hasti Sohrabi
Islamic Azad University, Babol Branch , aa_razavi@yahoo.com
Abstract:   (892 Views)
Purpose: The present research aims to investigate the implementation status of the customer relationship management (CRM) in Tehran public libraries.
Methodology: This study was carried out using the descriptive survey method through which the comments of 158 librarians and employees working in public libraries of Tehran were investigated by a researcher-made CRM questionnaire according to the dimensions of Ocker and Mudambi Model which consists of three elements (intellectual, social, and technological) and 15 questions. Validity of the questionnaire was confirmed by experts and its reliability was calculated by Cronbach's alpha (0.89). In order to assess the validity and divergence of the measurement tool, the first and second-order factor analysis were performed using the LISREL software. Furthermore, to comment on the rejection or acceptance of the assumptions made, a scientific and validated independent one-sample t-test was conducted using SPSS 24 and LISREL 8.8.
Findings: According to the results of tables, it is observed that average scores of persons on CRM is equal to 35532 with the standard deviation 3.6618 and the t-statistical value is equal to 10505 which is significant at the level 0.05. Considering the fact that the lower and upper means have been calculated and are both positive, it can be concluded that the mean of CRM is more than 3 (i.e. the mean of five-point Likert scale) and is in an appropriate level.
Originality/value: This research is expected to make clear the role and importance of customer relationship management for librarians and employees so that they put more effort into this field and can pay more and more attention to the demands and needs of customers.

Keywords: Keywords: Customer relationship management, Ocker and Mudambi's three-dimensional alignment model, Librarians, Public libraries
Full-Text [PDF 2068 kb]   (505 Downloads)    
Type of Study: quantitative | Subject: Other
Received: 2017/01/31 | Accepted: 2017/12/19 | Published: 2017/12/19
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Razavi A A, Taherkhani L, Jalali B, Sohrabi H. Investigating the Implementation of Customer Relationship Management in Tehran Public Libraries (2016). تحقيقات اطلاع رساني و كتابخانه هاي عمومي. 2018; 24 (2) :281-303
URL: http://publij.ir/article-1-1782-en.html

Volume 24, Issue 2 (11-2018) Back to browse issues page
تحقیقات اطلاع‌رسانی و کتابخانه‌های عمومی Research on Information Science and Public Libraries
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