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@article{ART002237025},
author={Chang Hyeun Jo and Nam Young Joon},
title={A Study on Open University’s Library Service Quality Using the Kano Model and the Timko’s Customer Satisfaction Coefficient},
journal={Journal of the Korean Biblia Society for Library and Information Science},
issn={1229-2435},
year={2017},
volume={28},
number={2},
pages={137-155},
doi={10.14699/kbiblia.2017.28.2.137}

TY - JOUR
AU - Chang Hyeun Jo
AU - Nam Young Joon
TI - A Study on Open University’s Library Service Quality Using the Kano Model and the Timko’s Customer Satisfaction Coefficient
JO - Journal of the Korean Biblia Society for Library and Information Science
PY - 2017
VL - 28
IS - 2
PB - Journal Of The Korean Biblia Society For Library And Information Science
SP - 137
EP - 155
SN - 1229-2435
AB - Many university libraries, facing financial difficulties, have been forced to operate on a tighter budget. Such trend has created the need for an objective standard that will prioritize current library services. This study derives service quality factor via open coding from internet postings posted in the last five years on the Korean National Open University’s library website, and also calculates the customer satisfaction quotient and dissatisfaction quotient using the Kano Model and Timko’s Customer Satisfaction Coefficient. The result draws 25 service quality factors across 3 categories consisting of: (i) 8 attractive qualities, (ii) 15 one-dimensional qualities and (iii) 2 reverse qualities. The study, through the calculation of Timko’s Customer Satisfaction Coefficient per service quality, proposes an intensive service that can prioritize the efficient use of library budget.
KW - Open University Library;User Satisfaction;Satisfaction of Library Service;Library Service Quality;Kano Method’s;Timko’s Customer Satisfaction Coefficient
DO - 10.14699/kbiblia.2017.28.2.137
ER -

Chang Hyeun Jo and Nam Young Joon. (2017). A Study on Open University’s Library Service Quality Using the Kano Model and the Timko’s Customer Satisfaction Coefficient. Journal of the Korean Biblia Society for Library and Information Science, 28(2), 137-155.

Chang Hyeun Jo and Nam Young Joon. 2017, "A Study on Open University’s Library Service Quality Using the Kano Model and the Timko’s Customer Satisfaction Coefficient", Journal of the Korean Biblia Society for Library and Information Science, vol.28, no.2 pp.137-155. Available from: doi:10.14699/kbiblia.2017.28.2.137

Chang Hyeun Jo, Nam Young Joon "A Study on Open University’s Library Service Quality Using the Kano Model and the Timko’s Customer Satisfaction Coefficient" Journal of the Korean Biblia Society for Library and Information Science 28.2 pp.137-155 (2017) : 137.

Chang Hyeun Jo, Nam Young Joon. A Study on Open University’s Library Service Quality Using the Kano Model and the Timko’s Customer Satisfaction Coefficient. 2017; 28(2), 137-155. Available from: doi:10.14699/kbiblia.2017.28.2.137

Chang Hyeun Jo and Nam Young Joon. "A Study on Open University’s Library Service Quality Using the Kano Model and the Timko’s Customer Satisfaction Coefficient" Journal of the Korean Biblia Society for Library and Information Science 28, no.2 (2017) : 137-155.doi: 10.14699/kbiblia.2017.28.2.137

Chang Hyeun Jo; Nam Young Joon. A Study on Open University’s Library Service Quality Using the Kano Model and the Timko’s Customer Satisfaction Coefficient. Journal of the Korean Biblia Society for Library and Information Science, 28(2), 137-155. doi: 10.14699/kbiblia.2017.28.2.137

Chang Hyeun Jo; Nam Young Joon. A Study on Open University’s Library Service Quality Using the Kano Model and the Timko’s Customer Satisfaction Coefficient. Journal of the Korean Biblia Society for Library and Information Science. 2017; 28(2) 137-155. doi: 10.14699/kbiblia.2017.28.2.137

Chang Hyeun Jo, Nam Young Joon. A Study on Open University’s Library Service Quality Using the Kano Model and the Timko’s Customer Satisfaction Coefficient. 2017; 28(2), 137-155. Available from: doi:10.14699/kbiblia.2017.28.2.137

Chang Hyeun Jo and Nam Young Joon. "A Study on Open University’s Library Service Quality Using the Kano Model and the Timko’s Customer Satisfaction Coefficient" Journal of the Korean Biblia Society for Library and Information Science 28, no.2 (2017) : 137-155.doi: 10.14699/kbiblia.2017.28.2.137