USER RELATIONSHIP MANAGEMENT PRACTICES IN THE UNIVERSITY LIBRARIES OF KHYBER PAKHTUNKHWA AND ISLAMABAD

Abstract

This study examined the extent to which libraries in Pakistani universities are User Relationship Management (URM) oriented. Quantitative research approach and survey technique was employed in this study. Data was collected from chief librarians of all universities in Khyber PakhtunKhwa (KPK) Islamabad Capital Territory (ICT) through structured questionnaire. The findings revealed that libraries considered that URM is valuable for both library and users. The paper shows an interesting result in terms of CRM informal practices, however a holistic approach of URM need to be explored. This study is a concrete contribution to the accessible literature on libraries to design new service, draft blue print and devise effective and efficient service delivery system and will be beneficial for library administrators, professionals’ staff and university administrators to better understand the needs of library users.