• Annual Conference of KIPS
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• 2010.04a
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• pp.1074-1077
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• 2010

최근 인터넷을 이용한 대부분의 예약 시스템들은 예약 기능만을 중요시하고 있어서 한정된 예약자원을 효율적으로 관리하기에 많은 어려움이 있다. 또한, 한정된 예약 자원의 배정 및 관리방식이 중앙 집중식 관리로 처리되고 있기 때문에 고객들의 선호도를 고려하지 않고 예약이 이루어지고 있다. 예약 시스템의 효율적인 관리와 현대 서비스 산업에서 중요한 고객들의 예약 만족도를 향상시키는 것은 예약 시스템에서 가장 중요한 부분이다. 본 논문에서는 이러한 예약 시스템에서 일어날 수 있는 문제를 복합 스케줄링 기법에 적용하여 예약 시스템들의 문제점을 해결하고자 하였다. 고객중심의 도서관 좌석배정 예약시스템은 객체지향개념을 기반으로 고객들의 선호도를 고려하여 고객들이 가지고 있는 사건들을 주어진 제약들에 만족하도록 목표인 도서관 좌석배치도에 배정한다. 또한 고객들의 도서관 이용 정보를 통하여 더욱더 편리한 서비스를 제공하고자 한다. 고객들은 자신의 우선순위에 따라서 자원을 배정하고, 좌석 자원에 대한 고객의 선호도 차이를 가질 수 있게 하였다. 고객 클래스와 도서관 이용정보를 고려하여 우선순위를 가진 고객들은 제약을 만족하면서 최선의 좌석 슬롯을 선택하여 사건을 배정한다. 또한, 고객중심의 도서관 좌석배정 예약시스템을 모의 실험하여 고객들의 만족도를 살펴보았다.

• Journal of Information Management
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• v.35 no.1
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• pp.51-69
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• 2004

Libraries have been made effect to satisfy customer by reflecting information need of customer on libraries. They have considered introducing the data mining techniques to analyze complicated and massive data of libraries and the Customer Relationship Management(CRM) to produce suitable services to each customer segmentation. The purpose of this study is to apply the CRM and data mining techniques to a library, ultimately intends to suggest rules for the collection management and the customer management.

• Journal of the Korean Society for Library and Information Science
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• v.36 no.2
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• pp.25-38
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• 2002

Libraries today have to investigate the methods connecting the results from continuously collected customer information with their activities, policies, and procedures. In other to prevent customer secession and to obtain new customers, it is necessary to effectively offer the processes for every customer related service, that is, the contact, the reguest, satisfaction, etc. This is Customer Relationship Management(CRM). This study aims to introduce the concept, the constitution elements, and theories for importation and application of CRM, and to investigate the possibility for library application. Also, it is emphasized the necessity for new marketing strategy Putting the customer value Preferentially in libraries.

• Journal of Korean Library and Information Science Society
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• v.37 no.3
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• pp.193-208
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• 2006

The customer satisfaction. which is close with the loyalty, rate of disconnection and re-purchase and the new customer creation is important in point of the enterprise performance measurement system. There have been a number of studies that applied different models in other to assess the customer satisfaction of public and non-public area. But the general evaluation models which are existing can't consider the discrimination characteristic of different types of products or services. And these models didn't reflect the quality of the Internet environment of the public library service which appears newly. This study delved into literature of library service and customer satisfaction evaluation and suggest the classification system of public library service and the evaluation model of customer satisfaction for public library.

• Journal of the Korean Society for Library and Information Science
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• v.47 no.4
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• pp.335-361
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• 2013

This study tries to develop the so-called LCSI (Library Customer Satisfaction Index) Lite for public library which can be used easily in the fields as a simplified model. Its conceptual model is developed from the former research about library service quality and customer satisfaction. Based on the analyses on the twenty Delphi-type AHP questionnaires both from the library researchers and from the public library practitioners, and on the analysis and testing of the structural equation model using the data from the more than 800 user questionnaires, it suggests a model which consists of total 15 items - namely 8 items for service quality (2 for personnel, 4 for library resources and services, 2 for facilities and environment), 3 items for customer satisfaction, and 2 items for loyalty. Library Satisfaction Index for public library will be calculated by the sum total of service quality (50%), customer satisfaction (40%), and loyalty (10%).

• Journal of Korean Library and Information Science Society
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• v.41 no.2
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• pp.171-187
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• 2010

This study tries to develop and testify the structural equation model(SEM) for customer satisfaction of information commons in digital library(NDL) of the National Library of Korea and to calculate library customer satisfaction index (LCSI) based both on customers' perceptions and the staff members' expectations. It also compares the customers' perceptions with the staff members' expectations about service quality, satisfaction, and loyalty. Full mediation model is better fit than partial mediation model for this study, and it is proved that this model can be used for both groups. This study calculate LCSI for the information commons as 75.69. The comparison the customers' perceptions with the staff members' expectations shows that all of the figures of the former are higher than those of the latter.

• Journal of the Korean Society for Library and Information Science
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• v.42 no.2
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• pp.235-253
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• 2008

Although use of the term 'customer' has been and is being increased in the area of Library and Information Science, its concept is not clearly differentiated from the replaced term 'user'. Moreover, there has been a tendency that librarians would have objection against using the term customer. Based on this situation, the concept of customer is examined by comparing with related terms, and its impact on library management is discussed. Libraries have adapted marketing viewpoint by applying the concept of customer to themselves, and it requires total change in the library management.

• Journal of the Korean Society for Library and Information Science
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• v.52 no.1
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• pp.313-340
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• 2018

The purpose of this study was to design a PCSI model that can be applicable to measurement of library user satisfactions, which can be used in evaluating organizational performance. The National Assembly Library (NAL) was selected as a case to design a PCSI-based model and to test the model by conducting a self-administered survey of 341 internal and external library users. The model was validated to have a satisfactory model fit. Fitting the model, the study confirms that the service qualities of the NAL affect user satisfactions, which in turn affects organizational performances. The PCSI score of the library was 80.4, which can be used as a useful index that can compare the library's performance with other organizations in the similar public domain. Major contributions of this study are two-fold: the PCSI-based model proposed in this study provides a theoretical basis that assesses organizational performance of libraries via user satisfaction; and libraries can utilize the model as a management tool to assess the organizational performance from the user perspective.

• Journal of Korean Library and Information Science Society
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• v.35 no.3
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• pp.321-339
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• 2004

The basis of public libraries as a service organization dependes on the customer's needs and expectation. Recently, public libraries have faced an existence crisis attacked from the development of Internet and the various cultural programs of other organizations. Thus, public libraries required continuos effort in order to get the existence necessity from community and customers. This paper investigates and compares with the public Service Charter provided a customer oriented public service, public library evaluation indexes by the Ministry of Culture & Tourism Gyeonggi Province, and a public satisfaction survey by Seoul Metropolitan. Thus this paper can provide the basis materials fur future public library evaluation.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.12 no.1
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• pp.43-64
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• 2001

The purpose of this study was to measure performance of university libraries, especially investigating the components of service quality and their relationship to the customer satisfaction. The result of the statistical analyses is summarized as follows： The result of 5 point scale study shows the following degree of satisfaction in 55 components： timeliness of circulation, processing of fine. location of library, usefulness of retrieval system, library user education, speed of retrieval. number of terminals, and cleaning. On the other hand, shows the following degree of dissatisfaction in 55 components： speed of civil petitions, hour for program use, result of civil petitions, fixing of library user education, speed of retrieval, method of public relation, waiting time for Internet use, and use of the other library materials. Also. customers’matters of weight and importance was availability. learning facilities, suitable collections, circulation, and system of retrieval.