Open AccessEstudo sobre escala mais adequada em questionários: um experimento com o modelo de Kano
Author(s) -
Larissa Rodrigues Barcellos Martins,
Lucas de Sant ́Anna Pereira,
Luana Maravilha de Almeida,
Henrique Rego Monteiro da Hora,
Helder Gomes Costa
Publication year - 2011
Publication title -
vértices
Language(s) - English
Resource type - Journals
eISSN - 1809-2667
pISSN - 1415-2843
DOI - 10.5935/1809-2667.20110005
Subject(s) - cronbach's alpha , humanities , psychology , mathematics , statistics , philosophy , descriptive statistics
This paper presents a comparative study of three questionnaires of different levels. The objective of this paper is to determine which questionnaire is most adequate for measuring service quality at a university library in the municipality of Campos dos Goytacazes. The data collection consisted in the application of three kinds of questionnaires of different answer levels (2 levels, 4 levels, and 6 levels) with the same 22 pairs of functional and dysfunctional questions. The questionnaires follow Kano’s model. The use of this model allows the classification of attributes in as much as 6 categories (qualities): must-be, one-dimensional, attractive, indifferent, reverse, and questionable. To verify which scale is the most reliable, Cronback’s Alpha statistic method was used. Questionnaires will be more reliable as the most adequate scale can be found. The conclusion is that the classification of attributes of quality is different for each level of answer used in the questionnaires. Consistent with Cronback’s Alpha, the use of questionnaires with 6 levels of answer is recommended, since it presents high reliability in the results. With the classification of attributes, the library coordination will be able to invest in really relevant attributes to increase the user satisfaction.