Familiarity and application of smart technologies on customer relationship management

نویسندگان

Adel marini, Bahram MSc in KIS, Iran Public Libraries Foundation

karimi, reza University of Qom

Nasiri, mohammadreza MSc Student of Knowledge and Information science,University of Qom, Qom, Iran

چکیده مقاله:

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.

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