Integrating the Kano model, AHP and planning matrix : QFD application in library services

• Published in: Library management 2008-01, Vol.29 (4-5), p.327-351
• Main Authors: BAYRAKTAROGLU, Gül, OZGEN, Ozge
• Format: Article
• Language: English
• Subjects: Academic achievement; Academic libraries; Colleges & universities; Competition; Computer terminals; Customer satisfaction; Customer services; Exact sciences and technology; Information and communication sciences; Information industry; Information science. Documentation; Information service management; Libraries; Library and documentation centre management; Library and information science. General aspects; Library management; Library resources; Market shares; Marketing; Marketing management; Planning; Product development; Sciences and techniques of general use; Service quality; Students; Studies; Use and user studies. Information needs; User service management; User services
• ISSN: 0143-5124; 1758-7921
• DOI: 10.1108/01435120810869110

The purpose of the study is to analyze the user (as a customer of the library) requirements related to library services by using service-based quality function deployment (QFD) and employ QFD to identify visible marketing strategies in a service sector. In this study, QFD is applied to central library services of Dokuz Eylul University (DEU) in Izmir, Turkey. Basically, the methodology used in this study integrates the Kano model, AHP and planning matrix of house of quality. First, a focus group study is held to find out the requirements of university students for the university library that are then classified using the Kano model. The requirement categories are ranked with respect to their relative importance using analytical hierarchy process (AHP). In the last step, all findings are transferred to the planning matrix and strategies for DEU Central Library are developed. The paper reveals marketing strategies for a non-profit organization, a state university library, and helps the library find out its competitive position. User requirements are determined through focus group studies held with undergraduate students. Other library users like academicians, external users, university staff and graduate students are ignored. Consideration of all possible user categories will give a whole picture of the requirements and their importance. In addition, a fair number of requirements limited the application of AHP only to the primary requirement categories. The strategic importance of requirements was identified more precisely and service elements were allocated more effectively. This study investigates the user requirements for library services in depth. It attempts to integrate AHP, Kano and QFD methods in library services for the first time to find out the most strategically important requirements. Therefore, it sheds light to library managers how to allocate their budget, arrange their services and develop their marketing strategies.