[Home ] [Archive]   [ فارسی ]  
:: Main :: About :: Current Issue :: Archive :: Search :: Submit :: Contact ::
:: Volume 18, Issue 4 (2-2013) ::
تحقيقات اطلاع رساني و كتابخانه هاي عمومي 2013, 18(4): 443-462 Back to browse issues page
Evaluating of Service Quality Level in Libraries Using a Combination of SERVQUAL and Six Sigma Techniques
Mohammad Amin Shakerzadeh *
PhD Student Kish International Campus, University of Tehran , Shaker_amin@yahoo.com
Abstract:   (4304 Views)
Purpose: The purpose of this study is to evaluate service quality level in public libraries against Six Sigma quality level by combining SERVQUAL and Six Sigma techniques. Method: This is an applied study conducted as a survey. The population consists of all SANAEE public library members. Through simple random selection, 217 people are chosen. SERVQUAL questionnaire is used as research tool. Findings: Results show that the most satisfactory was “Reliability” dimension. Other dimensions, including “Tangibles”, “Empathy”, “Assurance” and “Responsiveness” are in next ranks respectively. Originality/Value: This research, by combining SERVQUAL technique and Six Sigma methodology, introduces a method for evaluating the service quality level to monitor changes in service quality level and tries to make a comparison with other libraries and international standards and benchmarks.
Keywords: service quality, SERVQUAL, Six Sigma, DPMO
Full-Text [PDF 101 kb]   (139 Downloads)    
Type of Study: quantitative | Subject: Management and Assessment of Public Libraries
Received: 2013/03/3 | Accepted: 2013/07/18 | Published: 2013/07/18
Send email to the article author

Add your comments about this article
Your username or Email:

Write the security code in the box >


XML   Persian Abstract   Print


Download citation:
BibTeX | RIS | EndNote | Medlars | ProCite | Reference Manager | RefWorks
Send citation to:

Shakerzadeh M A. Evaluating of Service Quality Level in Libraries Using a Combination of SERVQUAL and Six Sigma Techniques. تحقيقات اطلاع رساني و كتابخانه هاي عمومي. 2013; 18 (4) :443-462
URL: http://publij.ir/article-1-275-en.html


Volume 18, Issue 4 (2-2013) Back to browse issues page
تحقیقات اطلاع‌رسانی و کتابخانه‌های عمومی Research on Information Science and Public Libraries
Persian site map - English site map - Created in 0.16 seconds with 31 queries by YEKTAWEB 3705