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

Autor/inn/en	Garibay, Cecilia; Gutierrez, Humberto; Figueroa, Arturo
Titel	Evaluation of a Digital Library by Means of Quality Function Deployment (QFD) and the Kano Model
Quelle	In: Journal of Academic Librarianship, 36 (2010) 2, S.125-132 (8 Seiten)Infoseite zur Zeitschrift PDF als Volltext Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	0099-1333
DOI	10.1016/j.acalib.2010.01.002
Schlagwörter	Electronic Libraries; Academic Libraries; Foreign Countries; Case Studies; Library Research; Models; Evaluation Methods; Research Tools; Library Services; Questionnaires; Mail Surveys; User Satisfaction (Information); Mexico + Suchen Sie Ihr Suchwort? Digitale Bibliothek; Elektronische Bibliothek; College; Colleges; University; Universities; Libary; Libraries; Hochschule; Fachhochschule; Universität; Bibliothek; Hochschulbibliothek; Ausland; Case study; Fallstudie; Case Study; Analogiemodell; Forschungsmittel; Bibliotheksarbeit; Fragebogen; Erhebungsinstrument; Benutzerfreundlichkeit; Mexiko
Abstract	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. (Contains 5 figures and 1 table.) (As Provided).
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Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2017/4/10