A Fuzzy Linguistic Extended LibQUAL+ Model to Assess Service Quality in Academic Libraries
| Autor: | M. A. Martínez, Javier López-Gijón, Juan Antonio Morente-Molinera, Francisco Javier Cabrerizo, Enrique Herrera-Viedma |
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| Rok vydání: | 2017 |
| Předmět: |
Service quality
Measure (data warehouse) Information retrieval Knowledge management Computer science business.industry media_common.quotation_subject 05 social sciences 02 engineering and technology Perception Scale (social sciences) Service level 0202 electrical engineering electronic engineering information engineering Computer Science (miscellaneous) 020201 artificial intelligence & image processing Quality (business) 0509 other social sciences 050904 information & library sciences business Representation (mathematics) Natural language media_common |
| Zdroj: | International Journal of Information Technology & Decision Making. 16:225-244 |
| ISSN: | 1793-6845 0219-6220 |
| DOI: | 10.1142/s0219622015500406 |
| Popis: | LibQUAL+ model is the best-known method for the quality evaluation of library services, but it has two major drawbacks. First, to measure the quality, it is devised on a cardinal scale: the service levels range from 1 to 9. However, the standard representation of the concepts used by humans for communication is the natural language and, hence, users should express their judgments by using words instead of numbers. Second, it considers that all users’ opinions are equally important. Nevertheless, users do not play an equal role in assessing the service quality, i.e., the opinion given by some users should be more relevant than the opinion provided by others. To solve these drawbacks, we present an extended LibQUAL+ model representing the users’ perceptions by using a fuzzy linguistic modeling and taking into account that users’ opinions on the library services are not equally important. |
| Databáze: | OpenAIRE |
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