Investigation of the effect of knowledge management and electronic Relationship management with customers on efficiency of Esfahan university libraries
PurposeThe present study was aimed at examining the effect of knowledge management and Relationship management with electronic customer with respect to the moderating effect of Relationship on the efficiency of the Esfahan university libraries.
MethodologyThe method of this study was descriptive-survey. The participants of this study consist of users (students) of Esfahan University Libraries. With using Cochran formula a sample consisting of 450 students with random sampling took part. The instrument of this study included a researcher made questionnaire that the validity and reliability of the questionaire was measured by SPSS20 software and SmartPLS2.0. The face validity is obtained by experts' evaluation and in order to determine the reliability of the scale, Cronbach's alpha coefficient (0/87) was used and the results indicated that the measurement tool has satisfactory validity and reliability. In order to analyze the data and test hypotheses, the structural equation modeling approach with the SmartPLS2.0 software was used.
Findings: All indices have acceptable load factor. Knowledge management and electronic Relationship management with customers have an effect on responsibility and responsibility has effect on efficiency. Knowledge management in comparision to electronic Relationship management with customer has a more effect on responsibility.
Resultsresults indicate the importance of knowledge management and electronic Relationship management with customers in accordance with better responsibility to users and inhancement of the library efficiency. So libraries can provide possibility of appropriate and on time responsibility of employees to users with proper knowledge management in organization through education and sharing knowledge and using new IT.
Studies on Library & Information Science, Volume:25 Issue:1, 2019
113 - 134
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