Customer-Driven Business Information provision in Malaysian Government Agencies’ Library

This qualitative research develops a Customer-Driven Business Information Provision (CDBIP) model for the Malaysian Government Agencies’ library. The model has been drawn up according to the perspective of the government agency's library in Malaysia which employs two dimensions: design and management of a customer-driven service system and the fostering of good governance. This model elicited five (5) themes of design and management of a customer-driven service system: customer identification, customer needs survey, service system design, service delivery, and service recovery. In this comprehensive model, the best practices of government agency’s libraries are empirically examined the types of CDBIP activities that has established; and how they can be established. Analysis and findings have drawn from the data collected from the multiple case study that involved twelve (12) librarians from twelve (12) selected government agency's libraries. The findings of this study have implications for the model, policy, and practices on how customer-driven concept can adopted by libraries and other government agencies.