Applying GRA and QFD to Improve Library Service Quality

This paper applied Grey Relational Analysis (GRA) to Quality Function Deployment (QFD) to identify service improvement techniques for an academic library. First, reader needs and their importance, and satisfaction degrees were examined via questionnaires. Second, the service improvement techniques for satisfying the reader needs were developed by interviewing experts. Following, a relation matrix was constructed by GRA. The empirical study specifies top 5 reader needs and service improvement techniques respectively, and some practical suggestions are raised for academic libraries.