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http://dx.doi.org/10.3743/KOSIM.2014.31.3.065

A Study on the Relationship between Organizational Performance and Organizational Communication in Public Libraries: Based on Service Quality Measured with LibQUAL+TM  

Kim, Jihae (연세대학교 문헌정보학과 일반대학원)
Kim, Giyeong (연세대학교 문헌정보학과)
Publication Information
Journal of the Korean Society for information Management / v.31, no.3, 2014 , pp. 65-87 More about this Journal
Abstract
Organizational communication is an element of organizational structure formation; it is also a process of achieving organizational goals through the information sharing among the staff members in the organization as a social system. Organizational performance is a multidimensional concept composed of efficiency and effectiveness and satisfaction. Effectiveness implies service quality and the degree of goal achievement. Service quality by using the $LibQUAL+^{TM}$ model can be considered as an objective performance measure for libraries. This study aims to identify the effect of organizational communication in public libraries on service quality as a performance measure using the $LibQUAL+^{TM}$ model through statistical analyses of the results from questionnaire surveys of librarieans and users in 8 public libraries in Seoul metropolitan area. The result says the characteristics of organizational communication(upward, horizontal, downward communication) affects the three elements in the library service quality, such as affect of service, information control and library as place.
Keywords
organizational communication; organizational performance; $LibQUAL+^{TM}$; service quality;
Citations & Related Records
Times Cited By KSCI : 2  (Citation Analysis)
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