Atiyeh Jafarinia; Farnoosh Azimi Khabbazan; Mohammad Reza Abazari
Abstract
Purpose: The purpose of this research is to determine the relationship between comprehensive quality management and the loyalty of library users of the Hozavi Masoumiyeh Institute of Higher Education.
Methodology: This descriptive research is of correlation type. The statistical population includes ...
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Purpose: The purpose of this research is to determine the relationship between comprehensive quality management and the loyalty of library users of the Hozavi Masoumiyeh Institute of Higher Education.
Methodology: This descriptive research is of correlation type. The statistical population includes the library users of the Masoumiyeh Higher Education Institution in Qom, from which 264 people were selected using Cochran's formula by simple random sampling. The data gathering tool was a questionnaire and descriptive statistical methods and Pearson correlation coefficient were used to analyze the data.
Findings: The findings indicated that among the components of comprehensive management, the "Customer-based concentration" factor was the highest with an average of 2.37. The other components "process management", "leadership" and "human resource management" are in the next places, respectively. In the components of user loyalty, the "attitudinal" component with an average of 2.21 was higher than the "behavioral loyalty" component with an average of 1. 91
Conclusion: The results of the research indicate that there is a direct and meaningful relationship between the comprehensive 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 two variables; which "Customer-based concentration" as compared to other components of comprehensive quality management had the strongest relationship with the user loyalty components.
