The Development of a Service Framework for Library Users from Customer Relationship Management (CRM) Perspective
| Autor: | Shiow-Luan Wang, 王秀鑾 |
|---|---|
| Rok vydání: | 2009 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 97 A conceptual service framework for library users from CRM perspective is presented in this study. Four identified specific dimensions from a literature review of library services (Instruction, Communication channel, Satisfaction, and System) that this study considered critical to the certain of effective library organization. Survey was administered via a questionnaire to library managers with five Likert scale. The results show that there exists a gap where library organization often does not reach fully users’ satisfaction. Being a gap between actual performance and potential performance can lead to a dissatisfied and less effective library organization. The lack of significant enhancement among four identified dimensions at users’ services, library is facing the impact of ICTs, Amazon.com, e-resources, and the brick-and-mortar space on service dimensions; and responsible for the gaps. Gap analysis will help library in increasing users’ satisfaction and intention, therefore, make a promotion of effective and efficiency organization. The purpose of this study is (1) To identify those users’ care services from a review of literature in variable ways. The objective of this literature review was to review recent literature to identify whether such variability remains, (2) To present a service framework from CRM perspective for library users and conduct a survey to managers between actual and potential performance in service providing, and (3) To determine and recommend ways to bridge the gap through the results in strategic viewpoint. The results indicated that the gap score is positive in these three factors “Reuse up while users are in positive attitude”, “Information search is increasing after the instruction training” and “View negative response as valuable feedback”. Users are satisfied with these three services. The largest negative gap score is the “Design valid assessment programs and accurate documentation of student learning”, such as will give priority attention to library managers for making improvement in this factor. University libraries are currently facing their greatest challenge since the explosion in tertiary education and academic publishing due to the digital revolution. Most of them do not reach an ideal system, through this service framework which is designed to help university libraries in regards to promote their service and strive for more budgets. The conclusion of this study provided specific suggestions: (1) Library users are “customers” who seek satisfaction from the market place or “library”, (2) Put emphasis on instruction, (3) Designing coordination program with faculty, (4) Position the status of library, (5) Setting the focus on organization capability. The framework provides a clear and map for future research in this most important area. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
| Externí odkaz: |
|