application of quality function deployment (qfd) to improve reference services quality in the alzahra university central library

objective: to investigate the application of quality function deployment (qfd) in the central library reference service quality science.methodology / approach: this study was a descriptive survey research and application. research instrument, libqual questionnaire and interview. the three-stage qfd model and the concentration of 7-seater model were used to determine the correlation matrix. the study population consisted of 106 university students master who use of reference services, is. results: the differences between the desires and demands of the students were satisfied that they were important to them, shows that the central university library reference services, not sufficient to be referred. based on the results calculated by qfd method showed that student satisfaction research community the greatest amount of satisfaction from reference librarians who are least satisfied with the equipment and space. it will also implement ways to improve the services provided for reference and it showed preferences. key words: quality function deployment, quality homes, quality services, reference services, university central library, university library