مدیریت ارتباط با مشتری و سواد اطلاعاتی با عملکرد شغلی

The present study examined the relationship between customer relationship management
and information literacy with job performance of Tejarat bank branches in 2015 in
Kerman. The population consisted of all employees in Kerman Tejarat Bank branches,
the number of 34 branches and 167 staff, which using Cochran formula 118 people were
chosen as sample. Three questionnaires were used in this study. Questionnaire of
customer relationship management with the validity 0.827 and reliability 0.961 and
information literacy questionnaire with validity 0.89 and reliability 0.950 and finally
performance questionnaire with validity 0.87 and reliability 0.948, to analyze the data
SPSS software version 19 and Smart PLS 2 was used. Based on the results of the variable
Z is a significant factor of customer relationship management and performance of
employees is 3.660, higher than 1.96, which indicates the relationship between customer
relationship management and employee performance. In addition, significant coefficient
Z between relationship management variable and performance of employees is 8.900,
higher than 1.96, which indicates there is a relationship between literacy and
performance of employees. The results also showed that there is a relationship between
recognition of the customer‘s need and employee performance and recognition of literacy
need and employee performance. It is proposed to increase the literacy level managers
with the staff to improve their performance.
Keywords: information literacy, customer relationship management, job performance

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