Comparison of Librarians' and Library Users' Views on the Customer Knowledge Management Status (Case Study: Public Libraries in Hamadan Province)

Document Type : Original Article


1 Assistant Professor, Department of Knowledge and Information Science, Payame Noor University, Tehran, Iran

2 MSc. Student, Department of Knowledge and Information Science, Payame Noor University, Tehran, Iran

3 Associate Professor, Department of Knowledge and Information Science, Payame Noor University, Tehran, Iran



Aim: This study aims to review and compare the librarians' and users' views on the use of customer knowledge management in public libraries in Hamadan province.
Methodoligy: The method of the present study is applied in terms of purpose and descriptive survey in terms of the data collection method. The statistical population of this study includes all users and librarians of public libraries in Hamadan province. The total number of these libraries, according to the Statistical Research Office of the Provincial Public Libraries, is equal to 113 libraries (100 institutional libraries and 13 participatory and independent libraries) with 170 librarians and 67,339 active members. In this study, due to a large number of librarians, all of them were selected as a sample using the census method. The sample size among users using Cochran's formula was equal to 382 people. Two researcher-made questionnaires with 22 items were used to collect data. In order to analyze the data, a t-test of two independent samples was used in SPSS software version 22.
Findings: The data analysis results showed a significant difference between the two groups of librarians and users in terms of the use of the component of knowledge about the customer and knowledge of the customer in public libraries of Hamadan province. But in terms of the use of knowledge component for the customer, no significant difference was observed between the two groups of librarians and users.
Conclusion: Based on the obtained results, librarians believe that the two components of customer knowledge and customer knowledge have been observed in public libraries of Hamadan province, but users rarely see any indication of these two dimensions in public libraries, which should definitely be done. To be considered by the library management. This is because either librarian does not properly observe the dimensions of customer knowledge management or users are not familiar with these dimensions and have commented based on personal opinion and without considering the dimensions.


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