Evaluation of Library Reference and Information Service Quality with QFD-Kano Model
ZHANG Xue-mei
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.
Keywords：QFDKano modellibraryquality evaluation
Publication Date：2013-01-01
Online Publishing Date：2025-08-15(First online date of this platform, not the publication date of the document)
Pages：5( 35-39 )