Prioritizing Factors Effecting Improvement Quality of Library Services Based on Attributes of Libqual Model Through MADM Approach

Mirfakhraldini, Seyyed Heydar; Tahari Mehrjordi, Mohammad Hossein; Zarei Mahmoudabadi, Mohammad

Prioritizing Factors Effecting Improvement Quality of Library Services Based on Attributes of Libqual Model Through MADM Approach

Document Type : Original Article

Authors

Seyyed Heydar Mirfakhraldini ¹

Mohammad Hossein Tahari Mehrjordi ²

Mohammad Zarei Mahmoudabadi

¹ Yazd University

² M. A. of Industrial Management, Jahad Daneshgahi Institute

Abstract

Purpose: Effective measurement and analysis of factors affecting service quality is the first necessary step to improve performance of libraries and information centers. In this study tried to identify the most important factors influencing the quality of library services, and then prioritize such factors using the multi-attribute decision making.
Method: questionnaire was developed using Libqual model and was distributed among users of public libraries in Yazd province. Responses were ranked using SAW, TOPSIS and ELECTRE methods. Since the results in some cases were non-conformant, COPLAND method was employed to reach to a consensus of the ranking
Findings: After analyzing questionnaires, Factors of service quality was ranked by ELECTRE، TOPSIS and SAW methods. Since the results of applying these methods were not similar, we used an integrative method namely COPLAND method. Results Showed that Dimensions of effectiveness of services are at a higher level than other aspects.
Originality/Value: Library managers, using multiple attribute decision making are able to rank effective dimensions on services quality. With regard to these dimensions, they can plan to reform and improve their service quality.

Keywords

Quality of Service

SAW

ELECTRE

COPLAND