@article{ART002479990},
author={Il-Jong Park and Kyeong-Jong Yoo},
title={A Study on the Management Improvement of an Academic Library Using Customer Relationship Management},
journal={Journal of the Korean Society for Information Management},
issn={1013-0799},
year={2019},
volume={36},
number={2},
pages={31-56},
doi={10.3743/KOSIM.2019.36.2.031}
TY - JOUR
AU - Il-Jong Park
AU - Kyeong-Jong Yoo
TI - A Study on the Management Improvement of an Academic Library Using Customer Relationship Management
JO - Journal of the Korean Society for Information Management
PY - 2019
VL - 36
IS - 2
PB - 한국정보관리학회
SP - 31
EP - 56
SN - 1013-0799
AB - 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: ⑴ 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; ⑵ There are a lot of necessities for the improvement of OPAC retrieval and the subscription books system, and menu rearrangement in the library homepage; ⑶ 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 ⑷ 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.
KW - CRM;user satisfaction;academic library;library collections;library use;homepage;user services;facilities environment
DO - 10.3743/KOSIM.2019.36.2.031
ER -
Il-Jong Park and Kyeong-Jong Yoo. (2019). A Study on the Management Improvement of an Academic Library Using Customer Relationship Management. Journal of the Korean Society for Information Management, 36(2), 31-56.
Il-Jong Park and Kyeong-Jong Yoo. 2019, "A Study on the Management Improvement of an Academic Library Using Customer Relationship Management", Journal of the Korean Society for Information Management, vol.36, no.2 pp.31-56. Available from: doi:10.3743/KOSIM.2019.36.2.031
Il-Jong Park, Kyeong-Jong Yoo "A Study on the Management Improvement of an Academic Library Using Customer Relationship Management" Journal of the Korean Society for Information Management 36.2 pp.31-56 (2019) : 31.
Il-Jong Park, Kyeong-Jong Yoo. A Study on the Management Improvement of an Academic Library Using Customer Relationship Management. 2019; 36(2), 31-56. Available from: doi:10.3743/KOSIM.2019.36.2.031
Il-Jong Park and Kyeong-Jong Yoo. "A Study on the Management Improvement of an Academic Library Using Customer Relationship Management" Journal of the Korean Society for Information Management 36, no.2 (2019) : 31-56.doi: 10.3743/KOSIM.2019.36.2.031
Il-Jong Park; Kyeong-Jong Yoo. A Study on the Management Improvement of an Academic Library Using Customer Relationship Management. Journal of the Korean Society for Information Management, 36(2), 31-56. doi: 10.3743/KOSIM.2019.36.2.031
Il-Jong Park; Kyeong-Jong Yoo. A Study on the Management Improvement of an Academic Library Using Customer Relationship Management. Journal of the Korean Society for Information Management. 2019; 36(2) 31-56. doi: 10.3743/KOSIM.2019.36.2.031
Il-Jong Park, Kyeong-Jong Yoo. A Study on the Management Improvement of an Academic Library Using Customer Relationship Management. 2019; 36(2), 31-56. Available from: doi:10.3743/KOSIM.2019.36.2.031
Il-Jong Park and Kyeong-Jong Yoo. "A Study on the Management Improvement of an Academic Library Using Customer Relationship Management" Journal of the Korean Society for Information Management 36, no.2 (2019) : 31-56.doi: 10.3743/KOSIM.2019.36.2.031
