The Effect of Customer Knowledge Management on the Perceived Quality of University Library Services through the Mediating Role of Customer Relationship at the University of Tabriz Central Library

This research aims to investigate the effect of Customer Knowledge Management on the perceived quality of university library services through the mediating role of customer relationships at the University of Tabriz Central Library. This research is a correlational study that has been carried out using Structural Equation Modeling and survey method. The study population includes all 15732 students of Tabriz University in the academic year 2020-2021, of which 375 people were selected as a sample using stratified random sampling. A questionnaire was used to collect data. Data were analyzed using SEM with the partial least squares method. The results showed that Customer Knowledge Management had a positive and direct effect on the perceived quality of Central Library services of Tabriz University. Also, customer relationships had a mediating role in the relationship between customer knowledge management. They perceived the quality of Central Library services of Tabriz University. In other words, Customer Relationship strengthens the relationship between Customer Knowledge Management and the perceived quality of Central Library services of Tabriz University. The Central Library of Tabriz University can improve the perceived quality of services among users and their satisfaction with the library by improving customer knowledge management and customer relationship.