Applying GRA and QFD to Improve Library Service Quality
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ERIC Institute of Education Sciences
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| Main Authors: | , |
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| Format: | Recurso educativo Open Access |
| Language: | en |
| Published: |
2011
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| Subjects: | |
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| _version_ | 1867181089142865920 |
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| author | Chen, Yen-Ting Chou, Tsung-Yu |
| author_facet | Chen, Yen-Ting Chou, Tsung-Yu Chen, Yen-Ting Chou, Tsung-Yu |
| collection | Education Resources Information Center |
| contents | Applying GRA and QFD to Improve Library Service Quality Chen, Yen-Ting Chou, Tsung-Yu Academic Libraries Library Services Improvement User Needs (Information) User Satisfaction (Information) Interviews Questionnaires This paper applied Grey Relational Analysis (GRA) to Quality Function Deployment (QFD) to identify service improvement techniques for an academic library. First, reader needs and their importance, and satisfaction degrees were examined via questionnaires. Second, the service improvement techniques for satisfying the reader needs were developed by interviewing experts. Following, a relation matrix was constructed by GRA. The empirical study specifies top 5 reader needs and service improvement techniques respectively, and some practical suggestions are raised for academic libraries. |
| format | Recurso educativo Open Access |
| id | eric_EJ924095 |
| institution | ERIC Institute of Education Sciences |
| language | en |
| publishDate | 2011 |
| record_format | eric |
| spellingShingle | Applying GRA and QFD to Improve Library Service Quality Chen, Yen-Ting Chou, Tsung-Yu Academic Libraries Library Services Improvement User Needs (Information) User Satisfaction (Information) Interviews Questionnaires Applying GRA and QFD to Improve Library Service Quality Chen, Yen-Ting Chou, Tsung-Yu Academic Libraries Library Services Improvement User Needs (Information) User Satisfaction (Information) Interviews Questionnaires This paper applied Grey Relational Analysis (GRA) to Quality Function Deployment (QFD) to identify service improvement techniques for an academic library. First, reader needs and their importance, and satisfaction degrees were examined via questionnaires. Second, the service improvement techniques for satisfying the reader needs were developed by interviewing experts. Following, a relation matrix was constructed by GRA. The empirical study specifies top 5 reader needs and service improvement techniques respectively, and some practical suggestions are raised for academic libraries. |
| title | Applying GRA and QFD to Improve Library Service Quality |
| topic | Academic Libraries Library Services Improvement User Needs (Information) User Satisfaction (Information) Interviews Questionnaires |
| url | https://eric.ed.gov/?id=EJ924095 |