Volume 7, Issue 1 (6-2020)
Human Information Interaction 2020, 7(1): 45-55 |
Back to browse issues page
Download citation:
BibTeX | RIS | EndNote | Medlars | ProCite | Reference Manager | RefWorks
Send citation to:
BibTeX | RIS | EndNote | Medlars | ProCite | Reference Manager | RefWorks
Send citation to:
karimi R, Adel marini B, Nasiri M. Familiarity and application of smart technologies on customer relationship management. Human Information Interaction 2020; 7 (1)
URL: http://hii.khu.ac.ir/article-1-2922-en.html
URL: http://hii.khu.ac.ir/article-1-2922-en.html
University of Qom
Abstract: (3730 Views)
Aim: The purpose of the study is to examine familiarity and application of smart technologies {Radio-frequency identification (RFID), Quick Response code(QR), Near-Field-Communication Mobile (NFC)} on customer relationship management (CRM).
Methodology: An applied study collecting data via Stokić, Stojanović, Bogdanović, Despotović-Zrakić, Radenković questionnaire. Population consisted of 160 Public librarians in Ardabil province. Data analyzed by Pearson Correlation Coefficients.
Results: With the advent of information technology, most library services have been transformed. Findings shows that understanding and application of smart technologies is at an average level and reception of smart technologies is in decent condition. Librarians have faith in smart technologies and the level of productivity and efficiency of librarians from the components of intelligent technologies is at a higher than average and close to the desired level. There is no significant relationship between the components of the variable "Introduction to smart technologies" to non-smart phones and the component of service quality from the variable of customer relationship management. Also, there is a significant relationship between the components of "familiarity per smart technologies" with the components of user satisfaction and user loyalty of the variable of customer relationship management.
Conclusion: Using smart technologies, notably smart phone technology, improves customer relationship management in libraries.
Methodology: An applied study collecting data via Stokić, Stojanović, Bogdanović, Despotović-Zrakić, Radenković questionnaire. Population consisted of 160 Public librarians in Ardabil province. Data analyzed by Pearson Correlation Coefficients.
Results: With the advent of information technology, most library services have been transformed. Findings shows that understanding and application of smart technologies is at an average level and reception of smart technologies is in decent condition. Librarians have faith in smart technologies and the level of productivity and efficiency of librarians from the components of intelligent technologies is at a higher than average and close to the desired level. There is no significant relationship between the components of the variable "Introduction to smart technologies" to non-smart phones and the component of service quality from the variable of customer relationship management. Also, there is a significant relationship between the components of "familiarity per smart technologies" with the components of user satisfaction and user loyalty of the variable of customer relationship management.
Conclusion: Using smart technologies, notably smart phone technology, improves customer relationship management in libraries.
Keywords: Smart Technologies, Public Libraries, Customer Relationship Management, Libraries, NFC: Near-Field-Communication, RFID: Radio-frequency identification, Mobile, QR: Quick Response code.
References
1. Abdel,D.Abdel,G.Ali,A. (2015). Near-field communi-cation technology and its impact in smart university and digital library: comprehensive study. Journal of Library and Information Sciences, 3 (2).43-78. [DOI:10.15640/jlis.v3n2a4]
2. Bradley, J. Henshaw, N. McVoy, L.French, A. Gil-bertson, K. Becksford, L. Givens, E. (2016).Creation of a library tour application for mobile equipment using ibeacon technology. Code4LibJournal, 32, available at: http://hdl.handle.net/10919/71832
3. Dadkhah, M.(1388),Customer oriented concepts and principles, Tehran: Sharashoob. (in Persian)
4. Davari,A.Rezazadeh,A.(2013). Modeling structural equations with PLS software.Tehran:Iranian students booking Agency.(in Persian)
5. Dilmaqani,M. Naghshineh,N.Moeini,A.(2011). Future libraries with Emphasis on Smart Libraries. JOUR-NAL OF ACADEMIC LIBRARIANSHIP AND IN-FORMATION RESEARCH.40(54).262-282. (in Persian)
6. Edalatiyan,z. Sanatjoo,A. Nowkarizi,M. (2017). Re-view of Acquaintance and Necessity of Implement-ing Strategy of Customer Relationship Management from the Perspective of Human Resources of Aca-demic Libraries in Iran. Library And Information Science Research (LISRJ), 7(1), 239-256. (in Persian)
7. Farapoor,F.(2013). The Report Library Intelligent Management System Design based RFID at Mapna Parto Turbine Blade Engineering and Documentation Center.(Masters thesis). Allameh Tabataba'i University,Iran.(in Persian)
8. Ghasi mir saeed, J. Heikh shoaeie, F. Sadeghi, T.(2019). Modern technologies in libraries and in-formation centers. Tehran: ketabdar. (in Persian)
9. Hernon, P. Altman, E. and Dugan, R.E. (2015), As-sessing Service Quality: Satisfying the Expectations of Library Customers, ALA, Chicago, IL.
10. Jalilpour,P. Baryaji,M. (2015). Review and ranking of infrastructure of customer relationship management in the libraries of Shahid Chamran University and Jondishapoor University of Medical Scienc-es. Library and Information Science Research (LISRJ), 4(1), 93-108. (in Persian)
11. Magner, N. Welker, R. B. Campbell, T. L. (1996). Testing a model of cognitive budgetary participation processes in a latent variable structural equations framework. Accounting and Business Research, 27(1), 41-50. [DOI:10.1080/00014788.1996.9729530]
12. Massis,B.(2015). What's New in libraries:The Internet of Things and its impact on the library.New library world,117,289-292. [DOI:10.1108/NLW-12-2015-0093]
13. Miri,M.Ziaei,S.(2018). Factors affecting the Success of Customer Relationship Management in The Or-ganization of Libraries, Museums and Documenta-tion Center of Astan Quds Razavi. Research on In-formation Science & Public Libraries, 24 (2),265-280. (in Persian)
14. Moslemi,M. Ziaei,S. Sharif Moghadam,H. (2016). The Impact of Types of Electronic Services Availa-ble in Public Libraries on the Users' Satisfaction Level (A Case Study of Public Libraries in the West Azarbaijan Province). Library and Information Sci-ence Research (LISRJ), 6(2), 262-282.
15. Mousavi,Z.Mohammadesmaeil,S.(2016). Modeling the Relationship between the Applications of Lean Six-Sigma Management Components with Custom-er-Oriented Approach in Academic Libraries in Teh-ran City, Iran. Health Information Management, 13 (4),280-285. (in Persian)
16. Peltier, J. Schibrowsky, J. and Zhao, Y. (2009). Un-derstanding the antecedents to the adoption of CRM technology by small retailers: entrepreneurs vs owner managers. International Small Business Journal. 27 (3),307-336. [DOI:10.1177/0266242609102276]
17. Pujar, M. Satyanarayana, K.V. (2015). Internet of Things and Libraries. Annal of Library and Infor-mation studies. 62,186-190.
18. Razavi, A A. Taherkhani, L. Jalali, B. Sohrabi H.(2018). Investigating the Implementation of Cus-tomer Relationship Management in Tehran Public Libraries (2016). Research on Information Science & Public Libraries. 24 (2).281-303. (in Persian)
19. Rezaeenour, J. mashayekhi, M. (2018). Investigating the Internet of things effect on organizational per-formance by considering intermediate role of knowledge creation Case study (Mehr Eghtesad Bank, Tehran province). 4(2), 1-18.
20. Saeida ardekani, S. dehghani ghahnavih, A. Adibza-deh, M. (2018). Investigation of the effect of knowledge management and electronic Relationship management with customers on efficiency of Esfa-han university libraries. Journal of Library and In-formation Science Studies, 25(23), 113-134. (in Per-sian)
21. Singh, K. Nikandia,P K.(2017).Role of Mobile Tech-nology and their Application in Library Services in Digital era. Journal of Library & Information Sci-ence, 7(1),157-166.
22. Siriprasoetsin, P. Tuamsuk, K. Vongprasert, C. (2011). The Study of Customer Relationship Management Practices in Thai Academic Libraries. T.L.A. Research Journal, 3(2), 58-73.
23. Soleimanzadeh najafi,N. Asemi,A. Chesmehsohra-bi,M.Shabani,A.(2017).internet of things in libraries and information centers. Paper presented at Confer-ence international internet of things Applications and Infrastructure.Isfahan. retrieved from https://www.civilica.com/Paper-IOTCONF01-IOTCONF01_018.html (in Persian)
24. Stewart, M.Atilano,M. Arnold,C. (2017). Improving Custome Relations with Social Listening: A Case Study of an American Academic Library. Interna-tional Journal of customer relationship marketing and management, 8(1),49-63. [DOI:10.4018/IJCRMM.2017010104]
25. Stokić,A. Stojanović,D. Bogdanović,Z. Despotović-Zrakić,M. Radenković,B.(2018). Enhancing the cus-tomer relationship management in public libraries: Findings from three developing countries. Library Hi Tech.available: www.emeraldinsight.com/0737-8831.htm [DOI:10.1108/LHT-07-2017-0138]
26. Walsh, A. (2010).QR codes: using mobile phones to deliver library instruction and help at the point of need. Journal of Information Literacy, 4 (1), 55-64. [DOI:10.11645/4.1.1458]
27. Wójcik, M. (2016). Internet of Things-potential for libraries. Library Hi Tech. [DOI:10.1108/LHT-10-2015-0100]
Send email to the article author
| Rights and permissions | |
 | This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License. |
