IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v14y2022i14p8506-d860521.html
   My bibliography  Save this article

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

Author

Listed:
  • 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)

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.

Suggested Citation

  • Yi-Chang Chen & Chao-Chung Ho & Shih-Ming Kuo, 2022. "Service Quality of and User Satisfaction with Non-State-Owned Academic Libraries in China: Integrating the Fuzzy Delphi Method with the Kano Approach," Sustainability, MDPI, vol. 14(14), pages 1-20, July.
    • Handle: RePEc:gam:jsusta:v:14:y:2022:i:14:p:8506-:d:860521
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/14/14/8506/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/14/14/8506/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Mosleh Zeebaree & Mary Agoyi & Musbah Aqel, 2022. "Sustainable Adoption of E-Government from the UTAUT Perspective," Sustainability, MDPI, vol. 14(9), pages 1-24, April.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Chengxiang Chu & Zhenyang Shen & Hanyi Xu & Qizhi Wei & Cong Cao, 2024. "How to avoid sinking in swamp: exploring the intentions of digitally disadvantaged groups to use a new public infrastructure that combines physical and virtual spaces," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-17, December.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:14:y:2022:i:14:p:8506-:d:860521. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.