Improving the Satisfaction of Library Users Using the Customer Relationship Management System: a Report of an Experience

The aim of carrying out this research is to provide solutions to improve the satisfaction level of users of the central library of the Industrial Management Institute (IMI) using the customer relationship management system. This research has been carried out in three phases. The first phase studied the factors that influenced user dissatisfaction. This phase was conducted with a quantitative approach and used the descriptive-survey method in which LibQual questionnaires were distributed among a sample of 274 library users. In the second phase of the research, using a qualitative approach, a descriptive case study was carried out and complementary data related to the dissatisfaction factors and solutions to improve satisfaction were collected through an interview with a focus group of the most dissatisfied library users. In the third phase, with the help of the findings of the two phases mentioned which provided the required information basis, solutions were presented for improving the satisfaction of users and a customer relationship management system was designed and proposed for the central library of the Industrial Management Institute. This system is capable of being customized by library users and has a potential capacity for providing the services required by the users and even services above their requirements