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http://dx.doi.org/10.3743/KOSIM.2019.36.2.031

A Study on the Management Improvement of an Academic Library Using Customer Relationship Management  

Park, Il-Jong (계명대학교 사회과학대학 문헌정보학과)
Yoo, Kyeong-Jong (부산대학교 중앙도서관 정보개발과)
Publication Information
Journal of the Korean Society for information Management / v.36, no.2, 2019 , pp. 31-56 More about this Journal
Abstract
The user satisfaction and needs of an academic library were caught through a questionnaire survey in this study. The aim of this study is to draw up the CRM based plan for meeting user needs on the study. The users' demographic information, library resources & their use, homepage, services, and facilities/environment of the library were categorized in the questionnaire and analyzed for this study. The major conclusions of this study are: (1) The library resources use was the highest, and its facilities/environment was the lowest in the user satisfaction study. It also revealed that there are much necessities for the quick acquisition and dissemination of the requested material to the library users, and for the inter-library loan (ILL) services among campuses for the subscription books in the library resources use study, too; (2) There are a lot of necessities for the improvement of OPAC retrieval and the subscription books system, and menu rearrangement in the library homepage; (3) There are a lot of necessities for the plans of more frequent library event, more detailed event guidance, and more reinforcement of public relations such as SMS, push services of SDI etc. in the library user services; and (4) There are a lot of necessities for the improved policies to the complaints of library users such as the lack of common study place and lockers, air conditioning and heating problem, complaints about facilities management of restroom (lack of toilet paper), library accessibility on campus, unauthorized user management etc. in the facilities/environment of the library.
Keywords
CRM; user satisfaction; academic library; library collections; library use; homepage; user services; facilities environment;
Citations & Related Records
Times Cited By KSCI : 3  (Citation Analysis)
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