The Needs Assessment of Data Storage in the Libraries of Islamic Propagation Office of Qom Seminary with an Approach of Customer Relationship Management

Authors

1 M.A in information science and knowledge management at Islamic Sciences and Culture Academy

2 Associate professor at Payam Noor University

Abstract

Libraries and information centers, like any other organizations, seek to make their Customers satisfied by offering the ideal services, and library managers try to achieve this objective by focusing on information technologies and utilizing management techniques.
As a tool accessible to the managers, the customer relationship management system requires the use of information technologies. In terms of the type, the study is practical, and in terms of the method, it is descriptive-survey research. The population of the present study is the libraries of Islamic Propagation Office of Qom Seminary. Thirty individuals (senior managers, IT managers, department heads) were selected through census sampling method and fifty users were selected by using random sampling method. First, the needed data was collected through using the library resources including books, journals' papers, papers on the websites and internet. Then, in order to collect the data, a research-made questionnaire of data storage needs assessment was used to collect the data from senior managers, IT managers and departments' heads, and Libqual Questionnaire was used to collect the data for the level of users' satisfaction with service delivery. The findings show that senior managers, IT managers, and department's heads need to create a data storage with a customer relationship management approach, and the level of users' satisfaction with library service delivery is almost low. Carrying out this study reveals the need for creating a data storage with regard to strategic management processes with a customer relationship management approach in the libraries of Islamic Propagation Office of Qom Seminary.

Keywords

References

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Islamic Knowledge Management
Volume 1, Issue 2 - Serial Number 2
December 2019
Pages 179-216

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History

  • Receive Date: 08 May 2018
  • Revise Date: 12 December 2018
  • Accept Date: 14 January 2019

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