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2013•Journal of Suzhou Vocational UniversityRequires access

Evaluation of Library Reference and Information Service Quality with QFD-Kano Model

Zhang Xue-me

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Abstract

QFD(quality function deployment)is a structured method of changing customer needs into appropriate technical needs in product development and production process.Kano(Kano)model focuses on customer satisfaction and the use of a product or service relationship.In this paper,the QFD and the Kano model are combined to establish QFD-Kano model for library services valuation.A case study is given to modify the feasibility of the method.

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What this paper is about

QFD(quality function deployment)is a structured method of changing customer needs into appropriate technical needs in product development and production process.Kano(Kano)model focuses on customer satisfaction and the use of a product or service relationship.In this paper,the QFD and the Kano model are combined to establish QFD-Kano model for library services valuation.A case study is given to modify the feasibility of the method.

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Available abstract

QFD(quality function deployment)is a structured method of changing customer needs into appropriate technical needs in product development and production process.Kano(Kano)model focuses on customer satisfaction and the use of a product or service relationship.In this paper,the QFD and the Kano model are combined to establish QFD-Kano model for library services valuation.A case study is given to modify the feasibility of the method.

Key concepts: Quality function deployment, Kano model, Customer satisfaction, Service quality, Valuation (finance), Product (mathematics), Service (business), New product development

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