Prioritize actions of Iranian public libraries to increase overall user satisfaction based on Kano model and the effect of asymmetric performance

Abstract

PurposeThe purpose of this study is to prioritize the actions of Iranian public libraries to increase overall user satisfaction based on the Kano model and the effect of asymmetric performance. Methodology The data of this study were collected by survey method. The statistical population of this study, 10,000 public library users in Iran were selected as a sample by random cluster sampling. The research tool is a questionnaire that was developed and validated by the researcher. Data were analyzed using SPSS software version 23.FindingsThe findings of this study indicate that the four characteristics of public library services, social and cultural programs, library promotion and introduction, and the reputation of the library are among the basic services with low performance. . These four features are currently causing dissatisfaction among public libraries. It is necessary and essential that these features be improved in the first place and that existing grievances be eliminated by eliminating them.ConclusionThe results showed that the three characteristics of services, advertising and introduction, and cultural and social programs are among the basic services with low performance and the characteristics of costs are basic services with high performance.