Volume 6, Issue 3 (10-2019)
Human Information Interaction 2019, 6(3): 17-40 |
Back to browse issues page
Download citation:
BibTeX | RIS | EndNote | Medlars | ProCite | Reference Manager | RefWorks
Send citation to:
BibTeX | RIS | EndNote | Medlars | ProCite | Reference Manager | RefWorks
Send citation to:
Neshat N, Moradian M. Development of Quality Performance of National Digital Library
with Kano's Model Approach. Human Information Interaction 2019; 6 (3)
URL: http://hii.khu.ac.ir/article-1-2678-en.html
URL: http://hii.khu.ac.ir/article-1-2678-en.html
National Library of Iran
Abstract: (3769 Views)
Background and Aim: The purpose of this study is to determine the quality requirements of the National Digital Library based on the Kano model and categorize users needs into three groups of: Basic, functional and motivational.
Methods: This survey was conducted with a qualitative approach. The requirements of the digital library were extracted using two standards: "Digiqual manual" and the "Digital Library Evaluation Manual." The requirements were adjusted based on Kano model in a questionnaire consisting of four categories and 52 pairs of questions (104 questions).
Results: The results of each of the requirements (basic, functional, motivational) in four dimensions (access control, content, data retrieval, and visual effects) show that half of the users' requests are in the basic requirements group which National Digital Library officials should pay more attention to and prioritize the redesign or development plan of the digital library. Also, the second priority was the requirements of the functional group. Paying attention to the requirements of this group causes satisfaction and dissatisfaction otherwise. Attention to meeting the motivational requirements of the third priority if met could create a high level of satisfaction in the use of the National Digital Library.
Conclusion: If clienteles satisfaction is of worth, managers of the National Digital Library should design short-term and long-term programs according to the users real needs.
Methods: This survey was conducted with a qualitative approach. The requirements of the digital library were extracted using two standards: "Digiqual manual" and the "Digital Library Evaluation Manual." The requirements were adjusted based on Kano model in a questionnaire consisting of four categories and 52 pairs of questions (104 questions).
Results: The results of each of the requirements (basic, functional, motivational) in four dimensions (access control, content, data retrieval, and visual effects) show that half of the users' requests are in the basic requirements group which National Digital Library officials should pay more attention to and prioritize the redesign or development plan of the digital library. Also, the second priority was the requirements of the functional group. Paying attention to the requirements of this group causes satisfaction and dissatisfaction otherwise. Attention to meeting the motivational requirements of the third priority if met could create a high level of satisfaction in the use of the National Digital Library.
Conclusion: If clienteles satisfaction is of worth, managers of the National Digital Library should design short-term and long-term programs according to the users real needs.
References
1. Afsar, M.( 2010). Identify customer needs based on Kano model in order to design Internet services using QFD approach. Master Thesis, Payaam Noor University.( In Persian).
2. Afsar, M.; Feizi, K., & Afsar, A. (2011). An integrated method of quality function deployment, Kano's model and hierarchical decision making for improving e-service of brokerage in Iran. African Journal of Business Management, 5(11): 4510-4518.
3. Ahangarha, M.(2016). Evaluating the quality of e-commerce services on customer satisfaction with the Kano model approach - Case study: Digikala Company. Master Thesis. Payame Noor University, School of Management and Accounting .( In Persian).
4. Bahreini,K.; Alizadeh kalhkoran, M.; Noorani,F.(2009). Evaluation of service quality in Islamic Azad University based on SERVQUAL model and QFD. Journal of Industrial Strategic Management, 6(14):79-62(In Persian).
5. Bayraktaroglu, Gul., Ozgen, Ozge (2008). Integrating the Kano Model, AHP and Planning Matrix QFD application in Library Servic . Library Management.
https://doi.org/10.1108/01435120810869110 [DOI:10.1108/01435120810869110.]
6. Blandford,A. and G.Buchanan( 2003). Usability of Digital Libranes: A Source of Creative Tensions with Technical Development. IEEE-CS TG Bulletin. [DOI:10.1145/544220.544374]
7. Chen, Yen- Ting and Chou, Tsung( 2011 ). Applying GRA and QFD to Improve Library Service Quality. The Journal of Academic Librarianship.
https://doi.org/10.1016/j.acalib.2011.02.016 [DOI:10.1016/j.acalib.2011.02.016.]
8. Digital Library Initiative Glossary.[ online] Available: http// di. Grainger. Uiuc. Edu/ glossary. Htm [ Accessed 10 April 2017].
9. Garibay, Cecilia; Gutierrez, Humberto; Figueroa, Arturo(2010). Evaluation of a Digital Library by Means of Quality Function Deployment(QFD) and the Kano Model. Jornal of Academic Librarianship, 3( 2): 125-132. [DOI:10.1016/j.acalib.2010.01.002]
10. Hernon,Peter,Nitechi,Danut A.(2001). Service Quality: a Concept not fully explored. Library Trends,49( 4):687-707. https://www.emerald.com/insight/content/doi/10.1108/00251740210420200/full/html.
11. Lin, Feng-Han et all( 2017). Empirical research on Kano's model and customer satisfaction. [online] Available: https://journals.plos.org/plosone/article?id=10.1371/journal.pone.0183888
12. Momeni, M. eI et al(2011). Introducing a new approach to evaluating knowledge management systems using the gray relational analysis method. Production and Operations Management. 2 (2): 55- 72.
13. Najeh, R.I. and Kara-Zaitri, C. (2007). A comparative study of critical quality factors in Malaysia, Palestine, Saudi Arabia, Kuwait and Libya. Total Quality Management, 18(1-2), 189-199. [DOI:10.1080/14783360601053400]
14. Nicholas D.(1996) Assessing information needs: tools and techniques . London: Aslib.
15. Nitecki , Danuta and Brinley , Franklin (1999). Perspectives on new measures for research libraries. The Journal of Academic Librarianship, 25(6):484- 487. [DOI:10.1016/S0099-1333(99)00084-1]
16. Reeves, C. A., & Bender, D. A. (1994). Defining quality: alternatives and implications. Academy of Management Review, 19(3): 419-445. [DOI:10.5465/amr.1994.9412271805]
17. Rowley, Jennifer(1993). Quality measurement in the public Sector: some perspectives from the service quality literature. Total Quality Management, 9( 2&3) : 321-333. [DOI:10.1080/0954412989171]
18. Sang Chin, Kwai; Fai Pun, Kit ; Leung, W.M ; Lau, Henry(2001). A Quality Function Deployment Approach for Improving Technical Library and Information Services: a Case Study. Li-brary Managment, 22(4/5): 195- 204. [DOI:10.1108/01435120110388760]
19. Taib , Che Azlan; Iteng, Rosman; Mad Lazim, Halim( 2018). Assessing and developing public libraries performance: Kano's model approach. [online]Available: https://www.researchgate.net/publication/327529061
20. Thakkar, J., Deshmukh, S. and Shastree, A. (2006). "Total quality management (TQM) in selffinanced technical institutions", Quality Assurance in Education, 14 ( 1): 54-74. [onlin] Available:
https://doi.org/10.1108/09684880610643610 [DOI:10.1108/09684880610643610.]
21. Walker, Mike(2002). Customer- Driven Breakthroughs Using QFD and Policy Deployment, Management Decision. [online]Available: [DOI:10.1108/00251740210420200]
22. https://www.emerald.com/insight/content/doi/10.1108/00251740210420200/full/html.
23. Witten, I. H., D. Bainbridge, and S. J. Boddie( 2001). Power to the people:End User Building of Digital Library Collections. New York, NY: ACM Press. [DOI:10.1145/379437.379458]
24. Yamin Firooz, Musa; Davarpanah, Mohammad Reza (2004). Investigating the information seeking behavior of faculty members of Fer-dowsi University Mashhad from the Internet. Li-brary and Information Quarterly, 7 (2): 64-45 .( In Persian).
25. Yargholi,M. (2006). Identify higher education clients and translate client demands into operational requirements using QFD. Master Thesis, Tarbiat Modares University.( In Persian).
Send email to the article author
| Rights and permissions | |
 | This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License. |
