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Vol.45 No.1
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A Case Study on Applying QFD to Improve Library Service Quality

Journal of Korean Library and Information Science Society / Journal of Korean Library and Information Science Society, (P)2466-2542;
2014, v.45 no.1, pp.317-338
https://doi.org/10.16981/kliss.45.1.201403.317

(2014). A Case Study on Applying QFD to Improve Library Service Quality. Journal of Korean Library and Information Science Society, 45(1), 317-338, https://doi.org/10.16981/kliss.45.1.201403.317
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Abstract

This study aims to apply QFD model to improve and evaluate library service quality using user needs priorities. The library of the D University is presented as a case study. QFD is a powerful quality management method in which customer needs are translated into appropriate technical requirements for each stage of product/service development. To apply QFD in the field of library services, first library user needs and their AHP, satisfaction and importance degrees were examined via focus group interview. Second, the service improvement engineering characteristics for satisfying the user needs and their relationship/correlations matrices were defined by interviewing library practitioners and experts. Finally, the data collected was entered using CUPID solution, and then HOQ to improve library service quality of the D University was constructed. This study focused on QFD method and its application as a tool for improving the quality of library service.

keywords
Quality function deployment, Library service quality, Academic library, House of quality, User satisfaction, 품질기능전개, 도서관 서비스 품질, 대학도서관, 품질의 집, 이용자 만족도

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Journal of Korean Library and Information Science Society

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