Books and journals Case studies Expert Briefings Open Access
Advanced search

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

Gül Bayraktaroğlu (Department of Business Administration, Dokuz Eylul University, Buca‐Izmir, Turkey)
Özge Özgen (Department of Business Administration, Dokuz Eylul University, Buca‐Izmir, Turkey)

Library Management

ISSN: 0143-5124

Publication date: 30 May 2008

Abstract

Purpose

–

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.

Design/methodology/approach

–

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.

Findings

–

The paper reveals marketing strategies for a non‐profit organization, a state university library, and helps the library find out its competitive position.

Research limitations/implications

–

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.

Practical implications

–

The strategic importance of requirements was identified more precisely and service elements were allocated more effectively.

Originality/value

–

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.

Keywords

  • Quality
  • Analytical hierarchy process
  • Information services
  • Quality function deployment

Citation

Bayraktaroğlu, G. and Özgen, Ö. (2008), "Integrating the Kano model, AHP and planning matrix: QFD application in library services", Library Management, Vol. 29 No. 4/5, pp. 327-351. https://doi.org/10.1108/01435120810869110

Download as .RIS

Publisher

:

Emerald Group Publishing Limited

Copyright © 2008, Emerald Group Publishing Limited

Please note you do not have access to teaching notes

You may be able to access teaching notes by logging in via Shibboleth, Open Athens or with your Emerald account.
Login
If you think you should have access to this content, click the button to contact our support team.
Contact us

To read the full version of this content please select one of the options below

You may be able to access this content by logging in via Shibboleth, Open Athens or with your Emerald account.
Login
To rent this content from Deepdyve, please click the button.
Rent from Deepdyve
If you think you should have access to this content, click the button to contact our support team.
Contact us
Emerald Publishing
  • Opens in new window
  • Opens in new window
  • Opens in new window
  • Opens in new window
© 2021 Emerald Publishing Limited

Services

  • Authors Opens in new window
  • Editors Opens in new window
  • Librarians Opens in new window
  • Researchers Opens in new window
  • Reviewers Opens in new window

About

  • About Emerald Opens in new window
  • Working for Emerald Opens in new window
  • Contact us Opens in new window
  • Publication sitemap

Policies and information

  • Privacy notice
  • Site policies
  • Modern Slavery Act Opens in new window
  • Chair of Trustees governance statement Opens in new window
  • COVID-19 policy Opens in new window
Manage cookies

We’re listening — tell us what you think

  • Something didn’t work…

    Report bugs here

  • All feedback is valuable

    Please share your general feedback

  • Member of Emerald Engage?

    You can join in the discussion by joining the community or logging in here.
    You can also find out more about Emerald Engage.

Join us on our journey

  • Platform update page

    Visit emeraldpublishing.com/platformupdate to discover the latest news and updates

  • Questions & More Information

    Answers to the most commonly asked questions here