A Conceptual Framework of Library Reader Service from Customer Relationship Management Perspective

Chiou, Wen-Chih; Perng, Chyuan; Wang, Shiow-Luan; Tsai, Jen-Teng

doi:10.1109/fgcns.2008.103

Cited by 4 publications

(1 citation statement)

References 39 publications

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“…Berdasarkan data yang didapatkan Tabel 1 berikut adalah hasil analisis SWOT yang dilakukan di perpustakaan SD Negeri 2 Bojongmengger. sesuai dengan fokus pelanggan dalam operasi dan manajemen perpustakaan baik dalam waktu fisik maupun virtual (Bahader et al, 2021;Chiou et al, 2008). Pembuatan strategi customer relationship management tentu tidak dapat dilakukan secara sembarangan, tenaga perpustakaan perlu untuk mengetahui dasar dan juga aspek latar belakang hingga dapat membentuk strategi customer relationship management yang dapat membangun interaksi baik antara perpustakaan dan pemustaka.…”

Section: Rancangan Customer Relationship Management DI Perpustakaan S...unclassified

Improvement of SD Negeri 2 Bojongmengger school library services by Customer Relationship Management (CRM) design

Syafitri,

Silvana,

Suhardini

2023

dedic. j. community services

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The widespread COVID-19 pandemic has had an impact on the realm of education. The enactment of the Learning From Home (LFH) policy has reduced activities carried out in schools. The school library at SDN 2 Bojongmengger was also affected and began to have fewer visitors, even though limited face-to-face activities were re-implemented at school. Therefore, a Customer Relationship Management (CRM) strategy is needed to properly maintain the school library's function and role. CRM strategy is an effort to attract students and teachers as school library customers to visit the library. The method used in this service is the service improvement method with the results of research and development. With the potential and problem analysis process steps, data analysis, and product design. Based on the results that have been implemented, the results show that the design of the CRM strategy in the school library can be carried out conventionally first by collecting needs data, data processing, collection development, user education, competitions, and rewarding after that it can be carried out developing CRM in a digital direction through the use of media Instagram.

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Section: Rancangan Customer Relationship Management DI Perpustakaan S...unclassified

Improvement of SD Negeri 2 Bojongmengger school library services by Customer Relationship Management (CRM) design

Syafitri,

Silvana,

Suhardini

2023

dedic. j. community services

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The influence of library service quality, library image, place, personal control and trust on loyalty: the mediating role of perceived service value and satisfaction

Malik,

Fatima,

Jia

et al. 2023

IJQRM

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PurposeOne of the organization's main goals is to maintain their customers' loyalty, as this can give them a competitive advantage. Therefore, this study is intended to look into the impact of library service quality using LibQUAL + TM dimensions (library service effect, personal control and library as a place), library image and trust on users’ loyalty with the mediating effect of perceived service value and satisfaction.Design/methodology/approachData for hypotheses testing were gathered from Minhaj University Lahore (MUL), a private sector university's staff, administration and students, using a survey questionnaire. About 500 questionnaires were randomly distributed, and 407 were utilized as the final sample for analysis. Structural equation modelling (SEM), using SmartPLS 4 and SPSS 25, were used to analyze the empirical data.FindingsFirst, research reveals that library image, users’ trust, library service effect and personal control significantly influence user satisfaction. Second, the library as a place and personal control are not a significant indicator of perceived service value. Third, perceived service value and satisfaction have a direct positive relationship with users' loyalty. Fourth, trust and library service effect is indirectly related to loyalty via perceived service value. Fifth, satisfaction does not mediate the relationship between library as a place and loyalty.Practical implicationsCustomer satisfaction must be guaranteed by library administration if it hopes to win users’ loyalty. In light of the fact that a variety of factors can affect customer satisfaction, their perception and loyalty, library management should enhance not just the quality of library services along with other factors such as library image and users’ trust.Originality/valueThe study examined the independent impact of library image and users’ trust on satisfaction, perceived service value and users’ loyalty, which, within the framework of the library, has never been addressed in literature.

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Assessing the effectiveness of academic library services: A review on the formulation of a feasible conceptual framework

Ajith

Ramanayaka

Weerasooriya

2023

Information Development

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With the rapid development of internet technology and the gradually accelerating rate of information technology, library systems are progressively transforming into hybrid library systems that provide services from traditional and electronic means. For insightful planning toward a strong service to the community, there is a need to continuously evaluate the effectiveness of library services. Based on this requirement, the purpose of this study is to determine the criteria and their measuring indicators that can be used to evaluate the effectiveness of modern academic library services by reviewing related studies found in the literature, and then build a conceptual framework. A comprehensive literature review related to library service effectiveness was conducted to identify, determine and suggest scientific evaluation criteria for evaluating the effectiveness of academic library services. The study revealed that User Satisfaction, Collection Development, Management and Staff Contributions, Service Efficiency, and Accessibility, were the top key evaluation criteria used or cited in the related works. Three or more indicator categories for each criterion have been identified, and the measurable indicators consisted of Likert-type questions on a five-point rating scale that can be used to measure indicator categories. Finally, the conceptual framework for assessing academic library service effectiveness has been developed based on these criteria and their measurement indicators. The study has presented a framework of service effectiveness, including assessment criteria and measurement indicators that can be used to evaluate modern hybrid academic libraries.

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A Conceptual Framework of Library Reader Service from Customer Relationship Management Perspective

Abstract: Abstract

Cited by 4 publications

References 39 publications

Improvement of SD Negeri 2 Bojongmengger school library services by Customer Relationship Management (CRM) design

Improvement of SD Negeri 2 Bojongmengger school library services by Customer Relationship Management (CRM) design

The influence of library service quality, library image, place, personal control and trust on loyalty: the mediating role of perceived service value and satisfaction

Assessing the effectiveness of academic library services: A review on the formulation of a feasible conceptual framework

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