Review and ranking of infrastructure of customer relationship management in the libraries of Shahid Chamran University and Jondishapoor University of Medical Sciences

Document Type : مقالات پژوهشی

Authors

• peyman jalilpour
• Mehdi Baryaji

Shahid Chamran University of Ahvaz

10.22067/riis.v4i1.15859

Abstract

Purpose: The purpose of this study was to investigate the infrastructure of customer relationship management in the libraries of Shahid Chamran University and Jondishapoor University of Medical Sciences.
Methodology: This study is a type of descriptive-analytical study and the statistical population comprised of all librarians from Shahid Chamran University and Jondishapoor University of Medical Sciences. A sample of 54 librarians were randomly selected by simple sampling method to response to a questionnaire based on Kincaid (2003). T-Test and Freidman Test were conducted in order to analyses the data.
Findings: The results showed that in the process of review and ranking of the infrastructure of customer relationship management the highest score was devoted to the process and the lowest to librarians. The paper recommends that libraries of Shahid Chamran University and Jondishapoor University of Medical sciences should pay attention to librarians who are effective in the success of customer relationship management.

Keywords

• Infrastructure
• Academic libraries
• Customer Relationship Management

---

References

Brody-Preston, J., Felice, Y., & Marshall, S. (2006). Building better customer relationships: Case studies from Malta and UK. Library Management, 27 (6/7), 430-445.

Dehmordeh, N,, Shaaraki, Alireza, & Lakzaei, M. (2010). Identification and Ranking factors in the process to implement a customer relationship management system (CRM) Case Study: Sistan and Baluchestan Company Contacts. Journal of Industrial Management, Faculty of Humanities, Islamic Azad University, 5 (11), 91-100.

Hariri, N., & Shahvar, Sh. (2010). Improving library users' satisfaction using customer relationship management system: an experience report. Faslnamehe ketab, 83, 22-39.

Kincaid, J. W. (2003). Customer relationship management: getting it right!. USA: Prentice Hall PTR.

Motameni, A, & Ja'fari, E. (2009). Study on the implementation of customer relationship management (CRM) in hotel industry in Iran. Landscape Management, 30, 49-65.

Plakoyiannaki, E. (2005). How Do Organisational Members Perceive CRM? Evidence from U.K. Service Firm. Journal of Marketing Management, 21, 363-392.

Rajabali beglou, R, & Zomord poush, F. (2009). Explain the role of customer relationship management (CRM) in library and information science. Library and Information Science, 12 (3), 115-124, Retrieved April 21, 2012, from http://www.aqlibrary.org/index.php?module=TWArticles&file=index&func=view_pubarticles&did=749&pid=10.

Shahidi, S. (2005). Customer's relationship management. Tehran: Rahshahr.

Shahvar, Sh, & Hariri, N. (2009). Customer relationship management in libraries. Faslnamehe Ketab, 88, 137-150.

Siriprasoetsin, P., Tuamsuk, K., & Vongprasert, C. (2011). Factors affecting customer relationship management practices in Thai academic libraries. The International Information & Library Review, 43, 221-229.

Virgiyanti, W., Abu Bakar, A. H., & Tufail, M. A. (2010). Investigating Customer Relationship Management and service quality in Malaysian higher education. Asian journal of management research, 2229–3795.

Wang, M. (2007). Introducing CRM into an academic library. Library Management,

28 (6/7), 281-291.

Woodcock, N., & Starkey, M. (2001). I Wouldn’t Start from Here: Finding a Way in CRM Projects. Journal of Database marketing, 9 (1), 61-67.