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:: 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 *
Kish International Campus, University of Tehran , Shaker_amin@yahoo.com
Abstract:   (4474 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]   (143 Downloads)    
Type of Study: quantitative | Subject: Management and Assessment of Public Libraries
Received: 2013/03/3 | Accepted: 2013/07/18 | Published: 2013/07/18
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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
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