Document Type : Research Paper
Authors
1 Associate Professor and Member of the Academic Staff of the Department of Information Science and Epistemology, Payame Noor University, Tehran, Iran.
2 Assistant professor and Member of the Academic Staff of the Department of Accounting Science Payame Noor University, Tehran, Iran.
Abstract
The primary objective of this study is to examine the impact of implementing AI-based customer knowledge management on user attraction in the public libraries of Qom Province by evaluating the roles of work interactions, librarians’ work experience, and information work processes. Six hypotheses were formulated, investigating the direct influence of AI-based customer knowledge management on three dimensions: work interactions, work experience, and information processes. Additionally, the effects of these three variables on organizational efficiency—considered a proxy for user attraction and retention—were tested. This research is applied in purpose and descriptive-survey in data collection method. The statistical population includes all librarians working in public libraries of Qom Province, totaling 112 individuals. Simple random sampling was used, and the sample size was calculated using Cochran’s formula. The data collection instrument was a questionnaire adapted from the study by Chatterjee et al. (2021). Data were analyzed using Smart PLS software, and structural equation modeling was employed to test the hypotheses. The study’s findings indicated that AI-based customer knowledge management has a significant effect on work interactions, work experience, and information work processes. Among the mediating variables, only work interactions had a positive and significant impact on organizational efficiency. The results highlight the importance of implementing artificial intelligence in knowledge management systems to enhance work interactions and ultimately improve organizational performance in public libraries.
Keywords
- Customer Knowledge Management
- Artificial Intelligence
- Public Library
- Work Interactions
- Organizational Efficiency
Main Subjects
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