The Relationship between Total Quality Management and Satisfaction of Library User of Hozavi Masoumiyeh Institute of Higher Education

Article Type:
Research/Original Article (بدون رتبه معتبر)
The purpose of this research is to determine the relationship between total quality management and loyalty of library users of the Hozavi Masoumiyeh Institute of Higher Education.
The method of this research descriptive research and correlation type. The population includes users of the library of the Masoumiyeh Higher Education Institution in Qom. The questionnaire was analyzed using descriptive-inferential statistics and software SPSS: 22.
The findings indicated that among the components of integrated comprehensive management, the " Customer – based concentration " factor was the second highest with 2.37. Other components are "process management", "leadership" and "human resource management" in the next place. In the components of user loyalty, the "self-esteem" component was 2.21 higher than the "conscious behavior" with an average of 1. 91
The results of the research indicate that there is a direct and meaningful relationship between total quality management and user loyalty in the library of the Higher Educational Institution of Masoumiyeh Institute. There is also a direct and strong relationship between the components of the two variables, which focuses on the customer as compared to other components of comprehensive quality management, most closely related to the loyalty components of the users.
Journal of Knowledge Retrieval and Semantic Systems, Volume:4 Issue: 13, 2018
141 to 159  
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