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Journal of Korean Library and Information Science Society

  • P-ISSN2466-2542
  • KCI

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Vol.46 No.1

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A Study on Utilization of Voice of the Customers(VOC) for Improvement in Information Services

Journal of Korean Library and Information Science Society / Journal of Korean Library and Information Science Society, (P)2466-2542;
2015, v.46 no.1, pp.25-42
https://doi.org/10.16981/kliss.46.1.201503.25



& (2015). A Study on Utilization of Voice of the Customers(VOC) for Improvement in Information Services. Journal of Korean Library and Information Science Society, 46(1), 25-42, https://doi.org/10.16981/kliss.46.1.201503.25

Abstract

The purpose of this study is to provide users with satisfactory information services that are utilizing Voice of the Customers(VOC). Voice of the Customers(VOC) toward organizations that provide information services is important information for decision-making to improve customer satisfaction and information services. K institute manages customer requests and feedbacks for NDSL(National Digital Science Library) using the Voice of the Customer Management System(VCMS). In this study, we analyzed the total number of 1,738 VOCs and suggested improvement strategies for information services. The results can be utilized as basic information by libraries and information centers that provide information services through analysis of VOC.

keywords
Voice of the customers, VOC, Voice of the customer management system, VCMS, Customer need, Improvement strategy, Information service, Customer, User, 고객의 소리, VOC통합관리시스템, 고객요구, 개선전략, 정보서비스, 고객, 이용자

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