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ERIC Number: EJ924095
Record Type: Journal
Publication Date: 2011-May
Pages: 9
Abstractor: As Provided
Reference Count: 0
ISBN: N/A
ISSN: ISSN-0099-1333
Applying GRA and QFD to Improve Library Service Quality
Chen, Yen-Ting; Chou, Tsung-Yu
Journal of Academic Librarianship, v37 n3 p237-245 May 2011
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.
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Publication Type: Journal Articles; Reports - Research
Education Level: Higher Education; Postsecondary Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A