Feasibility of the deployment of monitoring system for satisfaction of users in the libraries organization, museums and center documents of the Astan Quds Razavi from the viewpoint of librarians

Document Type : Original Article

Authors

• Seyyde Zahra Hojjat Hoseini ¹
• Iraj Radad ²

¹ Graduated from Master's degree, information science and epistemology, Imam Reza International University (AS), Mashhad, Iran.

² Associate Professor, Department of Information Science and Epistemology, Imam Reza International University, Mashhad, Iran.

10.22067/infosci.2024.70189.1031

Abstract

Abstract

Introduction: Today, organizations, especially libraries, are focused on the value of relationships with their customers and change their strategies from the orbital product of the customer, and the monitoring system of satisfaction as an effective strategy is of great importance. Therefore, the present study aimed to investigate the possibility of establishing the monitoring system of user satisfaction in the Astan Quds library from the viewpoint of librarians.

Methodology: This quantitive research was an applied one in terms of purpose and a descriptive-quantitative one in terms of data collection. The data gathering tool was a researcher-made questionnaire. The statistical population of the study was librarians working in the Central Library of Astan Quds, among which 130 were selected by simple random sampling and the questionnaire was distributed among them. The analysis was performed using SPSS software in two descriptive and inferential levels.

Results: Data analysis showed that the possibility of deployment of user satisfaction systems in the central library of Astan Qods in the organizational level of marketing (customer-orbital), management (Strategic Planning, Organizational Culture, Internal Marketing, Project Management) and Information Technology (Innovation and knowledge management) and also at the individual level from the perspective of admission at moderate level.

Conclusion: According to the findings of the research, the Library of the Astan Quds seems to take action to establish a monitoring system of satisfaction, although it needs to enhance the factors raised at individual and organizational level.

Keywords

• Users'
• Satisfaction
• User Satisfaction System
• Astan Quds Library
• Feasibility Study

---

©2024 The author(s). This is an open access article distributed under Creative Commons Attribution 4.0 International License (CC BY 4.0)

References

Angulo-Ruiz, F., Donthu, N., Prior, D., & Rialp, J. (2014). The financial contribution of customer-oriented marketing capability. Journal of the Academy of Marketing Science, 42, 380-399. https://link.springer.com/article/10.1007/s11747-013-0353-6

Bahader, D.-M., Ali, J., Idrees, H., Ali, A., & Awan, R. (2018). User relationship management in Libraries of Pakistan. 127-564. https://www.researchgate.net/publication/327176712_User_relationship_management_in_Libraries_of_Pakistan

Berry, L. L. (1995). Relationship marketing of services—growing interest, emerging perspectives. Journal of the Academy of Marketing Science, 23(4), 236-245. https://doi.org/10.1177/009207039502300402

Bohling, T., Bowman, D., LaValle, S., Mittal, V., Narayandas, D., Ramani, G., & Varadarajan, R. (2006). CRM Implementation:Effectiveness Issues and Insights. Journal of Service Research, 9(2), 184-194. https://doi.org/10.1177/1094670506293573

Broady‐Preston, J., Felice, J., & Marshall, S. (2006). Building better customer relationships: case studies from Malta and the UK. Library management, 27(6/7), 430-445. https://doi.org/10.1108/01435120610702422

Bull, C. (2003). Strategic issues in customer relationship management (CRM) implementation. Business Process Management Journal, 9(5), 592-602. https://doi.org/10.1108/14637150310496703

Cho, I.-S., & Ha, N.-R. (2011). A Study on the Improvement of MyLibrary Service in Academic Libraries Using the CRM. Journal of the Korean BIBLIA Society for library and Information Science, 22(2), 63-79. https://doi.org/10.14699/kbiblia.2011.22.2.063

Cho, Y., Im, I., & Hiltz, R. (2003). The impact of e-services failures and customer complaints on electronic commerce customer relationship management. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 16, 106-118. https://www.jcsdcb.com/index.php/JCSDCB/article/view/78

Cook, S. (2012). Complaint Management Excellence: Creating customer loyalty through service recovery. Kogan Page Publishers. https://books.google.com/books?id=QfhU2CU3yUoC&lpg

Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS quarterly, 319-340. https://doi.org/10.2307/249008

Dayyani, M. H. (2004). Editor's note: social institution. Library and Information Science. کتابداری و اطلاع‌رسانی, 7(25), 1-4. https://lis.aqr-libjournal.ir/article_47318 In Persian

Dong, S., & Zhu, K. (2008, 7-10 Jan. 2008). The Business Value of CRM Systems: A Resource-Based Perspective. Proceedings of the 41st Annual Hawaii International Conference on System Sciences (HICSS 2008),

Frow, P., Payne, A., Wilkinson, I. F., & Young, L. (2011). Customer management and CRM: addressing the dark side. Journal of services marketing, 25(2), 79-89. https://doi.org/10.1108/08876041111119804

Ganapathy, S., Ranganathan, C., & Sankaranarayanan, B. (2004). Visualization strategies and tools for enhancing customer relationship management. Commun. ACM, 47(11), 92–99. https://doi.org/10.1145/1029496.1029500

Ghazizadeh, H., Chelak, A. M., Yadollahi, M., & Khasseh, A. A. (2019). An investigation of the factors affecting performance improvement of public libraries based on customer relationship management (CRM). Library Philosophy and Practice, 0_1-10. https://core.ac.uk/reader/215161957

Gummesson, E. (2004). Return on relationships (ROR): the value of relationship marketing and CRM in business‐to‐business contexts. Journal of Business & Industrial Marketing, 19(2), 136-148. https://doi.org/10.1108/08858620410524016

Haqshenas, Z., & Shekarchizadeh, A. (2016). An overview of knowledge management and its impact on customer relationship management in banking systems. The second annual conference on economics, management and accounting, Ahvaz. https://civilica.com/doc/671731. In Persain

Huiming, P., & Yi, G. (2011). The Application of Knowledge Management in Customer Relationship Management. Proceedings of the 8th International Conference on Innovation & Management, Wuhan, P.R. China.

Hult, G. T. M., Morgeson, F. V., Morgan, N. A., Mithas, S., & Fornell, C. (2017). Do managers know what their customers think and why? Journal of the Academy of Marketing Science, 45(1), 37-54. https://doi.org/10.1007/s11747-016-0487-4

Ilieva, R. Y., & Gashurova, D. (2015). Methodical Aspects for Measuring Customers' Satisfaction of eServices in Automated CRM Systems. KSI Transactions on Knowledge Society, 8(2), 50. http://tksi.org/tksi.org/ojs/index.php/KSI/article/view/65

Johnson, D. D.-G., & Linda, A.-D. (2020). Total Quality Management in Libraries and Information Centers. Total Quality Management, 4(11), 78-83. https://www.researchgate.net/profile/De-Graft-Johnson-Dei-2/publication/350786399_Total_Quality_Management_in_Libraries_and_Information_Centers/links/6071a654a6fdcc5f77955c93/Total-Quality-Management-in-Libraries-and-Information-Centers.pdf

Kanako, F., & Nobuyuki, N. (2013, 5-7 July 2013). Proposal for Objective Evaluation of User Experiences. 2013 International Conference on Biometrics and Kansei Engineering, Tokyo, Japan.

Lee, J., Lim, Y., & Oh, H. I. (2018). Does customer satisfaction matter to managers’ earnings forecasts and stock returns? European Journal of Marketing, 52(9/10), 2026-2051. https://doi.org/10.1108/EJM-06-2017-0422

Maklan, S., & Knox, S. (2009). Dynamic capabilities: the missing link in CRM investments. European Journal of Marketing, 43(11/12), 1392-1410. https://doi.org/10.1108/03090560910989957

Migdadi, M. M. (2020). Knowledge Management, Customer Relationship Management and Innovation Capabilities. Journal of Business & Industrial Marketing, 36(1), 111-124. https://doi.org/10.1108/JBIM-12-2019-0504

Mohaddasi, J. (2014). The Razavi biography: translation and explanation of forty hadiths about the biography of Imam Reza. . Behnashr.

Nevala, S. (2018). Study of Customer Satisfaction & Reputation: Case: BioRex Cinemas Oy–Seinäjoki BioMarilyn SeAMK Business and Culture]. https://www.theseus.fi/bitstream/handle/10024/159261/Nevala_Silja.pdf?sequence=1

Norouzi, Y., & Jafari, S. (2017). E-Readiness Assessment for Implementing of e-CRM (Case Study Islamic World Science Citation Center). Rahyaft, 27(68), 61-74. https://rahyaft.nrisp.ac.ir/article_13636_62c1a2cd4de5b47670ff1c8d82cc52df.pdf In Persain

Nykamp, M. (2001). The Customer Differential. American Management Association: Amacom. http://www.businesstraining.com.mx/egaii/docs/The%20Customer%20Differential%20-%20CRM.pdf

Okiy, R., & Emiri, O. T. (2015). Redefining Customer Relationship Management (Crm) in University Libraries in Nigeria. International Journal of Information Sources and Services 2(5). https://doi.org/10.4236/ajibm.2013.32027

Oly Ndubisi, N. (2007). Relationship marketing and customer loyalty. Marketing Intelligence & Planning, 25(1), 98-106. https://doi.org/10.1108/02634500710722425

Papic, A., & Primorac, M. (2014, 26-30 May 2014). Introducing e-CRM into academic libraries: Exploration of needs and possibilities. 2014 37th International Convention on Information and Communication Technology, Electronics and Microelectronics (MIPRO),

Park, Y.-W. (2004). A Study on Customer Relationship Management in Special Libraries. Journal of Information Management, 35(1), 51–69. https://doi.org/10.1633/JIM.2004.35.1.051

Ramlawati, R., & Putra, A. H. P. K. (2018). Total Quality Management as the Key of the Company to Gain the Competitiveness, Performance Achievement and Consumer Satisfaction. International Review of Management and Marketing, 8(5), 60-69. https://doi.org/10.32479/irmm.6932

Shauchenka, H., Bleimann, U., Knoll, M., & Clarke, N. (2009). Customer Satisfaction Monitoring System in Higher Education. Proceedings of the Fifth Collaborative Research Symposium on Security, E-learning, Internet and Networking,

Siriprasoetsin, P., Tuamsuk, K., & Vongprasert, C. (2011). Factors affecting customer relationship management practices in Thai academic libraries. The International Information & Library Review, 43(4), 221-229. https://doi.org/10.1080/10572317.2011.10762904

Stokić, A., Stojanović, D., Bogdanović, Z., Despotović-Zrakić, M., & Radenković, B. (2019). Enhancing the customer relationship management in public libraries. Library Hi Tech, 37(2), 247-268. https://doi.org/10.1108/LHT-07-2017-0138

Talib, H., Ali, K., & Idris, F. (2013). Quality management framework for the SME's food processing industry in Malaysia. International Food Research Journal, 20(1), 147. http://www.ifrj.upm.edu.my/20%20(01)%202013/21%20IFRJ%2020%20(01)%202013%20Hayati%20(040).pdf

Valero-Silva, N., & Jones, A. (2011, 5-7 September 2011). An evaluation of the customer satisfaction monitoring system in a decent homes programme. 27th Annual ARCOM Conference, UK Association of Researchers in Construction Management, Bristol.