Evaluation of a Digital Library by Means of Quality Function Deployment (QFD) and the Kano Model

被引：81

作者：

Garibay, Cecilia ^{[1
]}

Gutierrez, Humberto ^{[1
]}

Figueroa, Arturo ^{[2
]}

机构：

[1] Univ Guadalajara, Dept Matemat, Guadalajara 44430, Jalisco, Mexico

[2] Univ Guadalajara, Ctr Univ Ciencias Exactas & Ingn, Dept Fis, Guadalajara 44430, Jalisco, Mexico

来源：

JOURNAL OF ACADEMIC LIBRARIANSHIP | 2010年 / 36卷 / 02期

关键词：

SATISFACTION;

D O I：

10.1016/j.acalib.2010.01.002

中图分类号：

G25 [图书馆学、图书馆事业]; G35 [情报学、情报工作];

学科分类号：

1205 ; 120501 ;

摘要：

This paper proposes utilizing a combination of the Quality Function Deployment (QFD)Kano model as a useful tool to evaluate service quality. The digital library of the University of Guadalajara (Mexico) is presented as a case study. Data to feed the QFD-Kano model was gathered by an online questionnaire that was made available to users on the library's website. The study makes clear that by listening to the voice of the customer (VOC), relevant information may be obtained about issues that should be improved in order to increase customer satisfaction.

引用

页码：125 / 132

页数：8

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