Integrating libqual and kano model for library service excellence / Voon Boo Ho

Boo Ho, Voon and Melvin Jussem, Petricia and Nity Mathew, Vloren (2013) Integrating libqual and kano model for library service excellence / Voon Boo Ho. [Research Reports]

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Abstract

The proposed research aims to integrate the LibQUAL and Kano Model to identify the service attributes which will be useful for library service quality improvement towards
excellence. The research will involve the identification of current service attributes (e.g. from LibQUAL), measuring user opinions on functional/dysfunctional attributes
then categorizing the attributes based on Kano Model. The user satisfaction will also be measured so as to identify the strong and weak attributes. The strengths and weaknesses of the library service will be categorized (i.e., Must-be, One-dimensional, Indifferent and Attractive) in order to suggest for Maintain, Further development for innovative processes, and Improve. The library service quality, emotional experience, user satisfaction and behavioural intentions will also be investigated.

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Item Type: Research Reports
Creators:
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Boo Ho, Voon
UNSPECIFIED
Melvin Jussem, Petricia
UNSPECIFIED
Nity Mathew, Vloren
UNSPECIFIED
Subjects: Z Bibliography. Library Science. Information Resources (General) > Library Science. Information Science
Z Bibliography. Library Science. Information Resources (General) > Library Science. Information Science > Library administration
Divisions: Universiti Teknologi MARA, Shah Alam > Research Management Centre (RMC)
Item ID: 23361
Uncontrolled Keywords: LibQUAL, Kano Model, Service Attributes
URI: https://ir.uitm.edu.my/id/eprint/23361

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