Service Quality of and User Satisfaction with Non-State-Owned Academic Libraries in China: Integrating the Fuzzy Delphi Method with the Kano Approach

Yi-Chang Chen, Chao-Chung Ho and Shih-Ming Kuo
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Yi-Chang Chen: School of Finance and Accounting, Fuzhou University of International Studies and Trade, Fuzhou 350202, China
Chao-Chung Ho: Department of Banking and Finance, Tamkang University, New Taipei City 251301, Taiwan
Shih-Ming Kuo: Department of Nursing, Fooyin University, Kaohsiung City 83102, Taiwan

Sustainability, 2022, vol. 14, issue 14, 1-20

Abstract: Libraries are digitizing, and challenges are posed by digital technologies for institutions of higher education in China. This study aims to present the dimensionality of perceived service quality, its effect on customer satisfaction, and the case of a non-state-owned library’s academic service quality. A sample consisting of valid 453 respondents used online recruitment to retrieve answers to questionnaires. Ten experts were invited to review the questionnaire for content validity and question clarity. In this study, the Fuzzy Delphi method was used to establish questionnaire indices and the attributes of library academic service quality elements made available by the Kano model. Three dimensions, including emotional service, physical environment, and information control, which are correlated under the attribute classification of the Kano model, indicate support for the validity of using integrated models in measuring library service quality. The results, according to the improvements in the customer satisfaction matrix, provide nine elements to improve the quality of service and two major improvements to enhance the perception of service quality. In addition, users pay less attention to the use of academic resources and academic ethics, but these factors do not affect the quality of service.

Keywords: library service quality; non-state-owned library; fuzzy Delphi; Kano model; three-dimensional quality (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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