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.
Shakerzadeh,A. (2013). Evaluating of Service Quality Level in Libraries Using a Combination of SERVQUAL and Six Sigma Techniques. Research on Information Science and Public Libraries, 18(4), 443-462.
MLA
Shakerzadeh,A. . "Evaluating of Service Quality Level in Libraries Using a Combination of SERVQUAL and Six Sigma Techniques", Research on Information Science and Public Libraries, 18, 4, 2013, 443-462.
HARVARD
Shakerzadeh A. (2013). 'Evaluating of Service Quality Level in Libraries Using a Combination of SERVQUAL and Six Sigma Techniques', Research on Information Science and Public Libraries, 18(4), pp. 443-462.
CHICAGO
A. Shakerzadeh, "Evaluating of Service Quality Level in Libraries Using a Combination of SERVQUAL and Six Sigma Techniques," Research on Information Science and Public Libraries, 18 4 (2013): 443-462,
VANCOUVER
Shakerzadeh A. Evaluating of Service Quality Level in Libraries Using a Combination of SERVQUAL and Six Sigma Techniques. Research on Information Science and Public Libraries, 2013; 18(4): 443-462.
