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

Libraries are digitizing, and challenges posed by digital technologies for institutions of higher education in China. This study aims to present the dimensionality perceived service quality, its effect on customer satisfaction, case a non-state-owned library’s academic quality. A sample consisting valid 453 respondents used online recruitment retrieve answers questionnaires. Ten experts were invited review questionnaire content validity question clarity. In this study, Fuzzy Delphi method was establish indices attributes library quality elements made available Kano model. Three dimensions, including emotional service, physical environment, information control, which correlated under attribute classification model, indicate support using integrated models measuring The results, according improvements satisfaction matrix, provide nine improve two major enhance perception addition, users pay less attention use resources ethics, but these factors do not affect service.