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

Chen, Yi-Chang; Ho, Connie Suk‐Han; Kuo, Shih-Ming

doi:10.3390/su14148506

Cited by 5 publications

(4 citation statements)

References 45 publications

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“…Matzler and Hinterhuber [77] introduced a consumer satisfaction coefficient to aid in discerning demand types based on the conventional KANO model, utilizing the Better-Worse coefficient method to quantitatively assess the weights of each requirement. The outcomes can serve as a valuable reference for determining key elements of consumer demands and prioritizing improvements [78]. The calculation formula is presented as follows:…”

Section: Satisfaction Coefficientmentioning

confidence: 99%

Key Factors Influencing Chinese Consumers’ Demand for Naturally Dyed Garments: Data Analysis through KJ Method and KANO Model

Xu,

Song

2024

Sustainability

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The growing global emphasis on environmental issues has driven companies to exert greater efforts on making their products more sustainable. Natural dyeing, an eco-friendly dyeing method used in the textile and apparel industry, is safer for both the environment and human health, aligning with the needs of sustainable design development. This paper examines the key factors affecting Chinese consumers’ satisfaction with naturally dyed garments, aiming to provide research-based strategies for the design and development of such garments. In this study, we utilized the KJ method for the detailed categorization of the functionalities of naturally dyed garments, establishing five dimensions and thirty demand indicators. Based on this, the KANO model, coupled with the Better–Worse coefficient and the quadrant analysis method, was used to classify different demand items, ranking their satisfaction and importance. The results indicate that the wearing experience and environmental characteristics of products are key determinants influencing Chinese consumers’ demand for naturally dyed clothing. The top five factors significantly impacting product satisfaction, in descending order of importance, are comfort, environmentally friendly dyeing techniques, safety, degradability, and durability. Therefore, to ensure consumer satisfaction with naturally dyed clothing, these factors should be prioritized when establishing a support system that caters to consumer needs. Our findings can help companies to better understand consumers’ actual need for naturally dyed garments, enabling the more targeted development and optimization of such garments, enhancing product competitiveness, and promoting the green transformation and sustainable development of enterprises. Simultaneously, this study also contributes novel theoretical approaches and ideas for future research on consumer demand.

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Section: Satisfaction Coefficientmentioning

confidence: 99%

Key Factors Influencing Chinese Consumers’ Demand for Naturally Dyed Garments: Data Analysis through KJ Method and KANO Model

Xu,

Song

2024

Sustainability

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“…Mahmood et al researched developing countries and evaluated the library service quality of college libraries [18]. Chen et al used a fuzzy Delphi method to establish questionnaire indices and the attributes of library service quality elements using the Kano model [19].…”

Section: Library Service Qualitymentioning

confidence: 99%

Service Quality Methods and Practices to Improve Library Administration: A Pilot Study

Lai

Chen

2023

Standards

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The aim of this study is to identify the differentiated services university libraries are able to offer students by prioritizing service quality factors using the various dimensions and factors of service quality. The paper proposes a study that adopts the Parasuraman, Zeithaml, and Berry (PZB) service quality model to construct a model for measuring the service quality of a university library. The study conducts analysis using an expert questionnaire and the Analytic Hierarchy Process (AHP) to identify students’ needs with respect to the library’s service quality. This study covered 44 different graduate institutes, but it is aimed at postgraduate student-oriented university libraries, which may not reveal the real status of different types of libraries. The five dimensions of service quality identified in this study by order of importance are responsiveness, tangibility, reliability, assurance, and empathy. The first three criteria of the twenty-two assessment criteria are “The staff is unwilling to help students”, “The library’s facilities match up with the type of services” and “Students are unable to receive fast services from staff”. This article seeks to provide innovative methods for previous library management in the university library and the research results could also provide useful references with social implications and novel value to the university library’s management team to improve the library’s service quality.

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“…A disparity has been noted between the growing demand for high-quality academic libraries and the current state of Chinese institutions [24]. These institutions also have faced challenges in areas such as the quality of digital resources management, service quality, and librarians' awareness of quality, with quality becoming one of the main factors restricting academic libraries from maintaining an indispensable role in China's higher education system [25][26][27][28].…”

Section: Introductionmentioning

confidence: 99%

Quality Management in Chinese Academic Libraries: A Systematic Review

Hu,

Moro-Cabero,

De-La-Mano

2024

Sustainability

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With global digital transformation and higher education evolution, academic libraries are enhancing their information and knowledge management practices. This study responds to this trend by identifying quality management (QM) models discussed and implemented in Chinese academic libraries, as well as by examining the enablers and challenges associated with QM planning and implementation. A systematic review was executed adhering to the PRISMA guidelines to critically appraise the relevant literature from five international and Chinese scholarly databases. Out of 435 initial records, 52 studies were included based on the established inclusion criteria and quality assessment benchmarks. The results revealed that Chinese academic libraries were increasingly integrating international QM models, including ISO 9000, TQM, and EFQM. This integration was driven by six enablers: four external enablers, including the introduction of QM, government support, technological advancements, and quality assessment practices; and two internal enablers, including developmental needs and cultural emphasis on educational excellence. However, these libraries also encountered six challenges in this process: three external challenges, including rapid industrial evolution, deficiency in comprehensive evaluation indicators, and rigorous ISO audits; and three internal challenges, including resistance to change, insufficiency of motivation for improvement, and inequitable distribution of resources. The findings of the current research could deepen the theoretical understanding of the enablers and challenges of QM in academic libraries from both external and internal dimensions. These findings could also support library management, higher education institution leaders, and policymakers in developing sustainable QM strategies for libraries in China and other countries.

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

Cited by 5 publications

References 45 publications

Key Factors Influencing Chinese Consumers’ Demand for Naturally Dyed Garments: Data Analysis through KJ Method and KANO Model

Key Factors Influencing Chinese Consumers’ Demand for Naturally Dyed Garments: Data Analysis through KJ Method and KANO Model

Service Quality Methods and Practices to Improve Library Administration: A Pilot Study

Quality Management in Chinese Academic Libraries: A Systematic Review

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